Recently I attended a webinar put on by HubSpot for their value-added resellers. The intent of the event was to help resellers retain, or grow, their client engagements by using the HubSpot reporting features. In short, the lesson was to review the continually improving progress reported by HubSpot with your client. If you do this, the client will see the value the reseller provides and will continue to engage them or broaden their scope. It's excellent advice and something that most of us forget to do. Let me explain.
A customer can be someone who pays you for your services, or a customer can be an internal person or team. Whenever I was hired as CMO, or as VP of Marketing, the first thing I would do is go to the VP of Sales, and the VP of Professional Services, and the CEO, and individually say to them "You're my customer. My job is to get you what you need to be successful. What do you need?". I made sure to instruct my teams to treat the internal departments the same way. When we did that, we immediately changed the conversation from being adversarial, or competitive, to one of co-operation. That lead to establishing alignment. If the VP of Sales wanted more leads then I would ask them to define a lead. If I didn't do this, I might think my team was delivering leads but Sales might think we're delivering unqualified suspects. That's a disconnect. Hence, the customer approach lead to a defining of what the customer wants which lead to a discussion of how the deliverable is defined which ultimately leads to how it is measured. Once you have alignment on that, you're effectively left to run your own show and focus on delivering results. After all, that's all a customer wants is results. Often they only care about how you achieve them if you are not delivering them. Since I want my team to focus on executing, and not on playing customer politics, it's in my best interest to ensure alignment and successful execution of our mandate.
Why is this so critical? The 2011 B2B Marketing Benchmark Report from MarketingSherpa asked the question "Which of the following marketing challenges are currently most pertinent to your organization?". The number one response, almost double the second highest ranked result, was "Generating high quality leads". It scored a value of 78%, which was 9% higher than the previous year. Understand, however, that this report neither defines "high quality" or "lead". Talk about a huge opportunity for a disconnect between Marketing and their customers.
So here are some questions as it relates to your lead generation activities activities:
- Do you know who your customer is?
- Do you know what they expect you to deliver?
- Do you have documented agreement and definition on that deliverable?
- Can that deliverable be measured?
- Does your customer agree with the method of measurement?
- Do you routinely report to your customer your progress against achieving that deliverable?
- Do you have regularly scheduled discussions to review, refine, and improve the progress?
- Does your customer understand your challenges and constraints? Do you understand theirs?
- Are you making an effort to over deliver, such that they see you are commited to mutual success?
Stay focused on what your customer wants and success will follow. Get alignment. Measure the results. Collaborate with your customer on how to adjust and adapt.