Let's talk about a sales and marketing problem most companies have struggled with for years. I'm not talking about lead generation, market share, or customer retention, although it does affect both of those things and so much more. I'm talking about the chasm that separates Sales and Marketing.
Take a look at a typical day in the life of both Sales and Marketing to see if you can relate …
A Day in the Life of a Marketer
A marketer works hard to generate leads for her sales team. She optimizes conversion opportunities across her company's website, deliveries email campaigns, builds landing pages and deliveries valued gated content. Her work generates a steady stream of leads, which she immediately passes along to the sales team. Because, after all, more leads is better, right?
Our marketer toils away each day to create valuable marketing content and sales support materials. She sends emails to the sales team to notify them each new piece of content as it is finalized. She even uploads each new item to the company's Dropbox account so everyone can access it.
Ah, sweet success!
But not for long …
Her blood boils when she learns her sales reps have not even so much as looked at the leads she has been generating. She shivers with frustration when she finds out most of the sales team is somehow unaware of most of the content she has created. How can this be possible?
Marketing feet undervalued and ignored.
A Day in the Life of a Sales Rep
On the other side of the Grand Sales and Marketing Canyon, a sales rep spends her day responding to urgent prospect requests, traveling from meeting to meeting, communicating with customers, reacting to unexpected changes with buyers – hers is a life of constant chaos and change .
She often needs content in order to respond to immediate needs of her prospects. However, these leads to frustration because the materials she has access to are not the materials she needs. They are outdated or – worse yet – they do not even seem to exist. This often means she ends up creating content on the spot. This requires time she simply does not have. She can not understand why Marketing does not produce the content she needs.
To top it off she receives endless notifications from Marketing about new leads she to follow up with, adding pressure to her already stress-filled day. She does not have time to stay on top of communication with her own prospects, let alone a list of new leads from Marketing. Beside, Marketing leads never seem to be qualified and following up with them always seems to be a waste of her time.
Sales feet misunderstood and unsupported by Marketing.
Sound familiar? Yeah, I thought so.
Unfortunately, this situation is incredibly common. Marketers are not alone in their feelings of being undervalued and ignored. In fact, as much as 80% of marketing leads will never be acted up by Sales. And according to the American Marketing Association, a whooping 90% of selling content is never actually used in selling.
Sales reps, too, are justified in their frustration. The CMO council found that instead of selling, sales people spend upwards of 40% of their time creating their own messaging and tools. Also, according to HubSpot, only 27% of leads sent to sales by marketing are qualified first.
Pretty sad statistics, right? So why is it happening? It's that chasm I mentioned earlier between Sales and Marketing. These two teams are disconnected in a big way and it's taking a total of the companies they work for.
It's time to close the gap and align Sales and Marketing once and for all. While you would probably agree, you may not fully understand why it's so important or what you can do about it.
Why Sales and Marketing MUST Align
Reason # 1: Your Customers See It
According to the IDC, as much as 57% of customers feel that salespeople are poorly preparedor not prepared at all for initial meetings.
Could it be that these sales reps did not have the resources that they needed to properly prepare for these initial meetings? After all, these meetings with prospective customers are pretty important to sales reps – they are key milestones in the sales process! The vast majority of sales reps would certainly want to be prepared for them so they could be as successful as possible. They just did not have the content they needed to adequately prepare.
Sales reps need content to effectively engage prospects and close sales. But not just any content will do. They need content that speaks directly to the needs, challenges and preferences of prospects. And they need to be able to access the most current versions of it whenever they need it.
What To Do
Take the first step towards Sales and Marketing alignment and talk to the sales reps directly. Work to clearly understand the challenges they face through the sales process. Ask them about the gaps they see in your marketing content. Try to understand how they need access content and when and where they need it most. Attempt to learn what marketing support has worked and what has not – and why. Listen to their feedback and list the ways you can better serve your sales reps.
One strategy I like to use is asking sales reps to write down questions that they frequently receive from prospects. Then, use this list of FAQs as a list of content you can create to directly support the sales reps the next time they encounter such inquiries.
The important takeaway here is that marketers can take the first step towards Sales and Marketing alignment by starting a simple conversation with sales reps. Just ask them what they need and work out a way to deliver it.
Reason # 2: Lead Overload
When Sales and Marketing are not aligned, inefficiencies are bound to happen. Like the examples given above, chances are pretty good that marketing is delivering leads that Sales will never touch. With increasing adoption of marketing automation platforms and their ability to help marketers do more than ever before, markets are capable of generating a lot of leads. That's great. What's not so great is when they just pass them all along to sales.
Why is this such a problem? When sales reps are given more leads than they are physically able to follow up with, they become saturated … and those leads get neglected Here's an example:
Let's say you've been driving to reach a lead generation goal of 30 leads per rep per week. That sounds great! That is, until you learn that each rep typically has about two hours per week to follow up with leads and each lead typically requires about 20 minutes of follow up time. You now realize that each rep has the capacity to follow up with just six leads each week. You have been working hard to send them 30.
See the problem here? In this scenario, you would be sending them 24 more leads than they can physically handle. Every. Single. Week.
What you thought was great marketing success was actually overloading sales. And it was leading to neglected leads.
What To Do
As the previous example briefly mentioned, one of the first steps in solving this problem is by talking to your sales reps and Sales leadership directly to understand the realistic number of leads each rep can follow up with each week. Then adjust the number of leads you deliver accordingly.
This does not mean you aim try to generate fewer leads. Not at all. Instead, it means you might need to nurture them and better qualify them before handing them off to Sales.
More work for marketing? Perhaps. But would not it be worth it if your work was actually used? By nurturing leads before handing them off to Sales, you increase the chances of the leads you deliver actually becoming customers.
On average, according to a Demand Gen Report nurtured leads produce a 20% increase in sales opportunities versus non-nurtured leads. What's more, companies that excel at lead nurturing generate 50% more leads that are truly sales-ready. Even better – they produce these leads a third of the cost of companies that are not so great at lead nurturing.
Invest some time in better understanding Sales and each rep's capacity for following up with leads. Then refine your lead nurturing process to improve the quality and rethink the quantity of leads you deliver to sales.
Reason # 3: Revenue Gone to Waste
When sales reps spend time searching for or creating content, this not only duplicates the efforts of marketing, it also pulls them away from important sales opportunities. And those wasted opportunities add up to wasted revenue – lots of it.
Consider this: A study by IDC found that by saving a single sales rep just 60 minutes of prep time each week, a company could realize additional revenue generation $ 300,000 or more per rep ! In a company with just 10 reps, that's $ 3 million each year. If you've got 100 reps, that's a staggering $ 300MM per year.
If just 60 minutes of prep time can translate into $ 300,000 in revenue, just imagine how much potential revenue is wasted in your organization as sales reps struggle to find the content they need.
What To Do
Clear out the clutter. As you work to build a better relationship with your sales reps and establish more frequent, meaningful communication, look for ways you can reduce the clutter – in both of your lives.
Quite often, technology can help here. There are apps available today to help manage content. Anything from Google Drive to Basecamp, Dropbox to Salesforce – any number of tools can serve as a virtual marketing library for your content. Each one is available anywhere and on any device with an internet connection so sales reps should have no problem getting the content they need whenever they need it.
If you can commit to making only the most current versions of content available in this marketing library, ask your sales reps to also make a commitment. Ask them to retrieve these up-to-date versions of content whenever they need to use it – instead of using outdated content stored elsewhere or creating their own.
Close the gap between Sales and Marketing. Reach out to Sales to better understand their challenges and needs. Work together to better serve your customers. Sure, it will improve your business and probably increase revenue, but it will also improve your workplace happiness, and can you actually put a price on that?