5 Reasons Why Marketing & Sales Technology Does Not Work

Updated: September 16, 2010

1. Lack of The Right People

A good number of organizations buy off on technology without any forethought or planning with regard to the people part of the equation. This is more than just getting someone trained on the functionality of the solution. In today's B2B market, you need someone who knows marketing strategy, understands the buyer, and thinks about marketing and sales as a process. In addition, they need to view and understand how technology supports this process. In other words, you need a B2B marketing expert, not just a marketing staffer who knows which buttons to push.

Before selecting a marketing technology solution, do an assessment of your people to ensure they have the following characteristics:

  • Knowledgeable About Direct Marketing
  • A Process-Based Approach to Lead Management
  • Markets by the Numbers
  • An Understanding and Willingness to Work With Sales
  • Understanding of Role of Technology

2. Buying Into The "It's So Easy" Sales Line

Many vendors are out there proclaiming how easy it is to implement their Marketing Automation or CRM technology. Offers such as "Try us for Free for 30 days", or promises like "You'll be up and running in less than 5-days" make one think that marketing and sales technologies are simple plug and play tools. However, if marketing and sales in the ever-changing B2B world requires diligence, process, and a well developed strategy, then what makes anyone think that implementing marketing or sales technology would be any different? Unfortunately, too many B2B organizations are falling for these empty promises, investing significantly, and ending up with a return of unrealized expectations.

To avoid this trap, it's imperative to understand that "simple" and "easy" are not necessarily the key identifiers you should be looking for when shopping for marketing and sales technologies. Instead, first make sure that you have a sound strategy for engaging with your buyers at a 1-1 level. Once that strategy is in place, then look for technologies that will enable you to best execute and build an engagement relationship based on your strategy. Taking this approach is not easy, but if you truly want to get the most from your marketing and sales technology investment, a buyer engagement strategy is the best approach.

3. Irrelevant Content

With the number of messages that are thrown in front of buyers each and every day, it's a shame to think that many organizations are still not paying more attention to their content.

A recent Landing Page Study conducted by Silverpop found that up to 50% of readers will leave a page within 8 seconds. Why? Because the content on those pages isn't relevant and it does nothing to engage them in wanting to learn more about the product or service being promoted. Timely and relevant content is a key to successful relationship marketing. If your message doesn't resonate with your buyer, they'll move on to the next vendor until they find one with whom they can relate.

In order to address this issue, develop a content map that defines the buying cycle of your customers. Then (in collaboration with sales) determine what content should be delivered along each phase of the buying cycle. Some of this content will be delivered by marketing (early on in the cycle via marketingautomation) and some will be delivered by sales (later on in the cycle via integration between CRM and the marketing automation system). Developing a content mapping strategy is the best way to ensure you are building the necessary relationship with your buyer. For most organizations this will mean having to develop new content. If you don't know what content to produce, go to your buyers and ask them what is most important to them. Believe me, they'll tell you if you ask.

4. There Are Serious Data Issues

The level of bad marketing and sales data in most organizations is quite staggering. Yet, it's one of the greatest obstacles to marketing campaign success and ROI. Often, the fallacy is that because there is a marketing automation and/or CRM system in place (and the two are integrated), the data will be maintained and kept valid. Nothing could be more false.

As posted on the Reachforce blog- SiriusDecisions states, "The company that markets with a healthy data-cleansing routine can realize nearly 70% more revenue than an ‘average' organization, based purely on data quality." In another study, MarketingSherpa found that 2.1% of contact data goes bad every month. This means each year over 25% of your contact data gets dirty.

These comments and statistics only underscore the need for organizations to develop and implement a data management and hygiene strategy. This includes processes for data validation, data segmentation, data standardization, de-duplication rules and data control. Without good data, marketing and sales activities will be severely limited and the chances for any kind of return will decrease dramatically.

5. There is no Defined Process

In a recent study conducted by Frost & Sullivan 44% of those polled said the biggest obstacle to success with their marketing automation platform was a lack of process. The lack of process is not solely a marketing automation problem. It also bleeds into the sales realm negatively affecting the value companies are getting from their CRM solutions.

According to Aberdeen, "Developing an internal lead management process is key to marketing & sales success". Notice they did not say it was technology that was most important, but process. Yet company after company continues to buy CRM and marketing automation as an answer to their problems and are surprised when it ends in failure.

Featured Research
  • 8 Reasons SMBs Should Invest in a CRM

    Adopting a CRM platform early offers many advantages, including the fact that it increases the odds of long-term success. While the cost of CRM software used to be prohibitive for most small businesses, this is no longer true. Cloud-based solutions have made the pricing much more competitive, and as many as 87% of companies now rely on them for their CRM software. more

  • 7 Ways Your CRM Helps Convert Leads

    Failure to convert interested leads can impact your bottom line drastically and simultaneously increase your operational costs and decrease your profits. The most common reason for this failure is lack of follow through from a sales team. Did you know that 74% of CRM users said that their CRM gave them improved access to customer data? And that by properly implementing a CRM, a business could shorten the sales cycle by 8 to 14%? more

  • Is Your CRM a Liability

    Is your CRM a liability? Before you answer too quickly with a no, just think about all the advancements that have taken place over the years regarding this technical solution. In fact, just in over the past decade there has been a dramatic shift away from on-premise systems to cloud based solutions. more

  • 12 Must-Have CRM Features

    Having a CRM is absolutely essential to any modern day business's success. In fact, 91% of companies with 11+ employees now utilize a CRM solution in their business. When making the decision to purchase or upgrade your CRM solution, it can be quite overwhelming determining which features are essential to your success versus those that pack more fluff than punch. more

  • Making the Case for a New CRM

    Did you know that having an outdated CRM is just as bad as not having one at all? Do you find yourself working even just a little too hard to make your current CRM work to maintain your contacts and relationships? While it is increasingly more difficult to reduce customer churn, modern CRM tools are much more powerful and provide much more opportunity to develop stronger relationships with your clients that can provide more stability and revenue to your company and bottom line. more