In a Sales 2.0 world there is no doubt about the need for Sales Enablement applications to be social / web 2.0.
As indicated in the graphic below, I would hope that even Customer Service taps into and participates in the harnessed collective intelligence of Sales and Marketing by using the Sales Enablement application.
Graphic from Dion Hinchcliffe http://blogs.zdnet.com/Hinchcliffe but altered with regards to ‘Sales Enablement Application’ instead of ‘online community’.
For such a Sales Enablement application to play together with the rest of the intranet / Enterprise 2.0 and the customer facing website, information architectures need to be aligned.
Information architecture is the organization of sites, the content management system(s), metadata, ontologies, taxonomies, etc … This has actually been the biggest problem for users of intranets as the following data shows (not too fresh anymore but I think it holds true still):
Pain points of Intranets
– 42% Problems with the information architecture
– 38% Search functionality is missing or unsatisfying
– 28% Information is missing or outdated
– 19% Graphical User Interface (GUI) is cluttered/crowded
– 11% Performance problems
– 9% Too little relevance to day-to-day job
Source: Translated from STIMMT Intranet Report 2003 http://topics.stimmt.ch/intranet/
“Had a briefing from BizSphere. Very interesting thinking, particularly about the need for an information architecture.”
The need for an information architecture that cross-references content and contacts based on taxonomies (for example the taxonomy of sales regions) to establish context for sales people becomes clear when looking at old-fashioned sales portals like the ones many businesses expect their sales people to navigate still:
In case you are in Marketing / Sales Enablement at a business that sells to businesses all over the world, would it look anywhere close to the image above when all products and services, that your company needs to enable sales people and channel partners for, were shown in a taxonomy/hierarchy?
Do you have traditional intranet pages for each country or sales region that you have sales people or channel partners in?
If so, then you have thousands of silos to maintain and your users have hundreds of mouse clicks stealing their time! (Also see “Important characteristics of how typical sales reps at large organizations roll”.)
Or with the words of Bruce A. Brien from his blog post ‘Marketing Alignment is critical to Sales Enablement’ from July 16, 2009:
“It is one thing to create a massive library of assets with a navigation structure that only a marketing guru could navigate, it is quite another to enable your sales organization by delivering just the right assets at the right time in the buying process, related to the right industry and business issues being addressed. That’s right, your sales teams will not be able to nor will they want to navigate some intranet or “knowledge garden” as it was called at one company at which I worked. If this is what you have done, your assets will get stale and sales will claim that they can’t find anything they need. Marketing is not supporting them. Don’t waste money creating the asset if you can’t deliver it when and where it is needed.”
Displaying your content and the feedback from your sales people and channel partners in…
- a context (an information architecture)
- in Rich Internet Applications using web 2.0 technologies
… makes the scary amount of traditional intranet pages from the image above a thing of the past. These web 1.0 sales portals have to become tools that help sales people excel at selling. From my point of view they need to offer a highly customized experience for each user based on…
– what we know about their job,
– what we know about their language and location,
– what we know about their last visits to the tool,
– what they want and don’t want to see (they might have taken the time to adjust some settings),
– what marketing or corporate want them to see (news alert/announcement, promotion/campaign, etc…)
– what their peers have rated, tagged, contributed…
– and what they are allowed to see (channel partners aren’t allowed to see everything etc…).
BizSphere Sales Web is one Sales Enablement application that…
- starts with establishing a context as mentioned above
- and then encourages to break up all content into small nuggets,
- which get tagged according to the parts of the context they are applicable to.
- Finally, for sales people this allows to simply auto-generate a polished client-facing presentation or document that includes all the right nuggets (e.g. customer references from the right country and industry vertical etc…).