4 B2B Marketing Lessons From Michael Brenner

I listened to Michael Brenner recently give a keynote talk on B2B marketing at the MeritDirect Coop client conference, and picked up scads of great insights, tips and strategic wisdom I’d like to share.

B2B MarketingI listened to Michael Brenner recently give a keynote talk on B2B marketing at the MeritDirect Coop client conference, and picked up scads of great insights, tips and strategic wisdom I’d like to share.

One of Brenner’s many career accomplishments was his early recognition of the value of Web communities as a way to attract, engage and establish a relationship of trust with customers and prospects. He successfully pioneered a strategic web portal for SAP on the subject of business innovation that took the concept of thought leadership to the next level.

These days, Brenner is a speaker and consultant on content marketing, with many lessons to share. Among them:

1. Find Out What Your Buyers Are Looking For, and Give It to Them

Seems pretty simple, but most marketers begin with their products instead. Brenner’s approach becomes the essence of a successful content marketing strategy. Use the plethora of free tools to identify customer needs — Google search autofill, BuzzSumo and Google Trends being obvious ones — and then develop content that answers those issues.

“The buyer journey doesn’t start with a search for a product,” says Brenner. “It’s about a problem or a question.”

2. Focus on Customer Success in B2B Marketing

If you offer information that helps your customers and prospects succeed in their businesses, your B2B marketing is on the right track.

Brenner offered the example of the consulting giant Capgemini, which moved away from a marketing program featuring a famous golfer to an informative web portal Content Loop, which attracted a million visitors, drove $1 million in sales, and cost 0.1 percent of the golfer campaign budget. Later, Capgemini added a box introducing in-house subject matter experts—a move that was credited with $24 million in incremental revenue credited to the site.

3. Own Your Category

As traditional trade publications decline, companies have an opportunity to step in and deliver the information and connection that business buyers crave. Notable B2B marketing examples: Adobe created CMO.com. American Express’s OPEN Forum, which is the firm’s single most productive lead generator for merchant services. Boston Consulting Group’s BCGPerspectives.

A consumer example: L’Oreal owns the e-commerce portal makeup.com, where it even sells competitors’ products alongside its own.

4. Take Advantage of Underleveraged Internal Resources

Your employees have ten times the number of connections on Facebook and LinkedIn that your company has. You can’t force them to share content, but you can encourage them to do so voluntarily.

Furthermore, employees are often experts in their fields. Help them tell their stories and share their experience and advice with customers. Encourage them to build their personal brands, expand their networks and propel their careers forward.

Brenner shared an example from LinkedIn itself, where three employees do eight posts a day, reaching 63 million connections and driving 167,000 clicks.

A version of this article appeared in Biznology, the digital marketing blog.

The Keys to Customer Success

How far are you willing to go to make sure your customers are successful with your products or services? It’s a different way of looking at marketing, but it’s essential to building strong relationships and repeat business.

How far are you willing to go to make sure your customers are successful with your products or services?

It’s a different way of looking at marketing, but it’s essential to building strong relationships and repeat business.

http://players.brightcove.net/2045965075001/ryzbDLTP_default/index.html?videoId=4430168640001

Customer Success? Not Don Draper’s Problem

Traditionally, marketers are focused on convincing customers to believe something, and it’s almost always an idea that will help sell the product.

It’s the part where Don Draper gets up, takes a slug of whiskey and says, “It’s not a slide projector, it’s a time machine.”

Then Don walks away, content knowing that once someone buys the product, whether or not they are successful in “time traveling,” it is 10,000% not his problem.Don Draper Doesnt Care About Customer Success

Only it is your problem, because if your customer is not able to use your product or solution successfully, they’re not likely to buy again, or say good things about the product to other potential buyers.

That makes customer failure a silent killer of lifetime value.

And it’s a difficult problem to address because the issue is often less about your product and more about your customer’s understanding of how to use it.

If you sell someone software to, say, do their own taxes, and they’re happy with the software but in the end they still aren’t able to do their own taxes, next time they’re not going to buy the software, they’re just going to go to an accountant.

Beyond Satisfaction

This isn’t about customer satisfaction. Customers can be satisfied that they got what they paid for, even if they aren’t able to use it successfully.

Yes, I am saying your customers may not be competent to use your solutions. The question is, what do you do about that?

How far are you willing to go to ensure customer success?