Legacy sales portals provide no feedback to ensure marketing produces valuable material. Sales is too busy to address the issue

feedback from sales

On February 7, 2010 navigateknowledge.blogspot.com posted ‘Sales Enablement – An Inverse Definition’:

“Instead of defining sales enablement, I prefer to focus on the inadequacies of the existing legacy sales portals (many large companies have more than six). Sales Portals widen the gulf between sales and marketing.

An investment in sales enablement pays dividends in several ways but perhaps the strongest benefit is the alignment of a customers marketing investment with their sales resources. The legacy sales portals that are still being used by most businesses actually reinforce the practices that keep marketing and sales teams misaligned. Marketing teams are rewarded based partially on their ability to create sales collateral, brochures, presentations, campaigns, and such; whereas sales teams are rewarded based on their ability to retire quota. Legacy sales portals provide no feedback mechanisms to ensure the marketing team is actually producing valuable material to aid the sales effort, and the sales teams are too busy working to meet/exceed their numbers that they can’t take time out to address the issue.

The longer this problem goes unchecked, the more systemic it becomes. The only time anyone in sales talks about it is when they don’t make their numbers or hit their accelerators, at which point the “complaints” are largely ignored. The problem is compounded year after year as more marketing materials get posted onto the portal with little or no governance in place to remove “dated” items, making finding useful material even more difficult. The useful material that is found typically has to be reworked, taking valuable “selling” hours away from sales.

It is estimated that from 70% to as high as 90% of the material produced by marketing goes unused by sales. (IDC). […]”

I could not have described these pain points better. I’m sure that pretty much everyone in the B2B environment can relate to the them. No matter which Sales Enablement vendor you decide to work with, what needs to be done is the following:

  • Implement ‘Content Governance’ (automate a life cycle for content, define responsibilities for roles, send them automated reminders to rework what the life cycle has pulled off the portal, …)

life cycle for content

  • Add ‘Social Features’ everyone is familiar with from the web 2.0 like rating, commenting and uploading of their own content or links (gets everyone engaged and gathers feedback on the content as well as new insights from the field)

sales-web_social

  • Analyze (‘Content Intelligence’) the usage of your improved sales portal and how the two steps above yield fruit
  • Take action with ‘Content Planning’ based on your findings

Content Intelligence
The example above shows that there are 19 customer reference documents for EMEA but not a single one about a customer in Luxembourg. If you wanted to target a prospect in Luxembourg that might be a problem. A dash board overview for your Content Intelligence like the showcased Content Landscape from BizSphere helps you to identify gaps in your content inventory.

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