Monthly Archives: March 2010

Branding Support

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By “branding support” I am not suggesting that one apply a red-hot iron with rancher’s logo to the flesh of a technical support representative.  However, having worked ranch when I was a kid, and having recently experienced tech support, the thought has a certain appeal. Your brand is created with every buyer interaction.  Some interactions occur in advertising. Others occur between buyers and cut you out of the interaction loop. The rest occur whenever your buyers visits your company, be it your web site, your sales office, or your support department. The letter can destroy you. Not long ago, Dell was flagging. Part of this was a change in the market which they failed to anticipate and were also slow in responding. Yet a good part of their fall from prominence was due to ill-advised shifting of technical support (something that had been a glowing aspect of Dell’s brand) to … Continue reading →

Social Inequity

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Short is sweet. No, this is not another diatribe on compact market messages, though that lesson is well worth repeating.  Where sweet and short nicely collide is in the sales cycle.  The shorter the cycle, the sooner the revenue, the happier the stockholder and the fatter your bonus check. Marketers know that social media is becoming an intrinsic, if not superior, tool for finding and landing customers.  What has not been well quantified is the degree to which social media helps.  The folks over at the Software and Information Industry Association, where I am a perpetual CODiE judge, recently presented some data that indicates how and which social media may be helpful in shortening the sales cycle (click the graphic for one large enough to read). The blue bars represent sales closing in less than 90 days, and the gray bars sales lasting more than 90 days.  Where you see … Continue reading →

B2B Socially

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I’m hoping for antisocial media.  I can see how to make a buck off of that. Meanwhile, social media continues to gain dominance in marketing, and for good reason.  Humans, and even politicians, are social animals.  We commune for pleasure, profit and procreation (which pretty much describes a day in the life of Eliot Sprtizer).  Even the most sterile of pursuits requires some social aspect.  Every poor blogger, alone in his office, hammers out prose in order to asynchronously connect with other humans. Business-to-business (B2B) activities are thus social interactions.  Oracle commits social acts when it interacts with other enterprises, aside from the select few it eats.  Thus social media should be a component of B2B. The oddest aspect of B2B social media concerns who in the relationship needs to socialize and why.  The failure to think through these two questions have led to various B2B social media catastrophes including … Continue reading →