Today’s MOCCA meeting in Washington DC covered what role marketing operations plays in B2B with a diverse set of companies and vendors in attendance. We discussed the scope of the marketing operations role, benchmarked data from a variety of analysts, and summarized our discussion by sharing our practical operational experiences to overcome a number of challenges.
Here are 5 key takeaways from our MOCCA discussion:
• From a pool of twenty choices, the two most popular challenges for marketing operation heads were reporting/analytics and data management. Based on other experiences here, this did not come to me as a surprise (mainly because this is also my primary business focus area of connecting marketing investment to new revenue); Adobe/Omniture recently said in their 2012 report that fewer than 20% of CMOs were confident in their ROI reporting ability. As for data management, companies are constantly wrestling with data quality issues where process is king for long term resolution in this area.
• All companies acknowledged process issues across the board, though few dug into what those process issues really meant (nurturing, data quality, lead treatment, etc). From a non-marketer viewpoint, process is less visible than a more tangible reporting/analytics and data structure for people to see, but without good process, the analytics will be in rough shape!
• There was an interesting discussion around the credibility of marketing as it relates to marketing sourced vs. marketing influenced revenue. Some companies focused on one category or the other depending on what their culture was willing to absorb. This is a really fundamental point that is often overlooked in the theory frameworks of tracking/trending marketing – an organization as a whole (beyond marketing) really needs to ‘buy in’ to what the definition of revenue that is ‘marketing sourced’ and/or ‘marketing influenced,’ else the marketing organization risks credibility or relevance issues if the definitions are at question.
• Social is not moving the needle enough for lead generation or is not measurable enough to quantify revenue impact at the top of the funnel. Twitter and Facebook seem to be ‘nice to do’s’ , yet LinkedIn continues to show strong within groups where a large community can be gathered by word of mouth vs. investment. This finding is consistent with my post here, although my finding was LinkedIn is helping both top of funnel and later in sales conversion.
• All participants struggle with the ‘HOW’ to get something implemented; there were theory frameworks which were used as strawman, but when the rubber met the road, people had to wrap their minds on how to execute with limited resources vs. talking about great ideas and new strategies.
All in all, a very good investment of time. What are some of your marketing operation challenges you wrestle with?