Gorilla Market Leaders

PvT: Which marketing solution providers are top-of-mind for you? And why? Again, that’s a broad question, but considering some of the challenges that you’ve just mentioned, can you think of solution providers that address customer engagement?

MM: Well, I have the delectable challenge that many of the vendors—technology OEMs, ISVs, marketing service providers, and solution integrators in the DAM, MOM, and related publishing technology markets, are my clients. So I am little biased towards my clients!

Now, that all said, I’m also a category champion: My job is to cheer, lead, and create energy around the next big opportunity; energize and bring new companies into the larger category of DAM, marketing operations, engagement platforms, and open-innovation processes.

That all said, I’m a little bit like a mother with a whole bunch of children. You know, mom loves all of her children. Now she might love one more than the other, but she never says. It’s really important that all of her children feel loved.

PvT: Yep.

MM: Now, so I’m not gonna be namin’ names; however, I can outline some general attributes of the leading vendor or ‘gorilla’. Probably first and foremost is that they have an integration strategy that links explicitly or implicitly to the customer-making process. So they’ve got technologies and capabilities related to pre-sales and post-sales across the customer-making lifecycle. Boom, one.

Two, that they understand that fundamentally the Web does not constitute a channel but a business eco-system. And an eco-system requires a business strategy that anticipates and rewards contributions to the ultimate end-user customer from third and fourth parties. So a business eco-system strategy really comes down to how well you understand the needs of business partners; not just strategic business partners, but perhaps most critically independent consultants and small niche boutique solution providers – 3, 4, or 5 person firms.

The third thing that really distinguishes the real gorilla or market leader is the company that really understands that purchase of its technology represents barely 10 percent of the overall commitment and value that you bring to the customer; that really is about a structured service fulfillment methodology in the spirit of satisfaction assurance. That really is an agreement by and between the vendor and the customer to build or to facilitate the customer developing or building new operational capabilities within the firm.

So that you bought my stuff and make it shelfware is unacceptable. I’m not gonna let myself off the hook until you’ve bought my stuff, you’ve deployed it, you’ve undergone all of the change management and disruption-mitigation processes, and that fundamentally you’ve created new accountabilities around the care and feeding of my technology, and that you’re now using my technology to drive strategic growth. Top line growth, be it with existing customers, or incremental business in new markets with new customers, and that I’m generating sufficient profit to offset the investment that you made in not just my technology but in my service fulfillment methodology.

Those are the 3 hallmarks, if you will, of the vendor who will succeed in this marketplace.

PvT: Fantastic. A very comprehensive answer!

How does the customer benefit?

MM: Cool! Love doing it. You know, I’d like to expand on what we just discussed, emphasizing the levels of good, better, and best—or the simple, moderate and, you know, the Mercedes version—of DAM as business strategy in global marketing operations.

PvT: Okay.

MM: Let me start by saying that enterprise DAM supports a marketing supply-chain strategy for sourcing marketing content as well as an expanding array of services for engaging customers throughout a life cycle.

PvT: Okay.

MM: Next, let’s address how firm innovate new processes within the marketing operations. I put that under the rubric of bottom-up innovation in global marketing operations. This perspective reflects some of our most current work: how companies innovate new processes using small executive peer-workgroups to create 15-day project plans that single person or small group can execute with existing resources and constraints. Specifically, this emphasizes the creation of a master project roadmap for driving innovation into operational capability.

Third, and the one that directly relates to our new white paper on operational capabilities for managing engaging customers for across an entire lifecycle.

So it would be kind of a über roadmap for how all these technologies integrate to a customer-making process model, the various integration points of these various technologies and disciplines, what are the things that you should do now, next, or later, and specifically answering one question over, and over again: How does the customer benefit?

You know, hey, this is a really cool social media technology…uh, how does the customer benefit? Oh, this new analytic tool…oy, how does the customer benefit? Oh, this new web content managr…yes, but how does the customer benefit? Oh, this new email system…how does the customer benefit?

So that’s my mantra, that’s the organizing principle, how does the customer benefit with very specific proposals from the vendor community?

And, of course, that requires that you have an integration mindset, a customer-making process model, and an innovation-services platform by which to accommodate and integrate these new technologies to new or enhanced operational capabilities.

Finally, DAM becomes integral with that innovation-services platform. In fact, digital asset management with its extreme emphasis on process and procedure for ensuring the integrity of metadata, media, and user experience (findability, usability of what you found, and permissions to do what you need to do with what your found) enables a firm to reengineer its processes of creating content and interactive services.

Beyond the lipstick of messaging

PvT: And from your point-of-view, how will marketing’s contribution to the organization evolve?

MM: Marketing is really about what I’ll now call engagement with customers and stakeholders that affect the purchase, consideration, trial, and ultimately loyalty and advocacy of customers.

Marketing remains core, fundamental to the value and purpose of a company. However, marketing must evolve beyond messaging—you know the old saw, lipstick on pigs.

Unfortunately, most senior marketing executives lack fundamental skill sets to innovate new services, especially digitally provisioned services.

Most senior marketing executives lack – are utterly bereft of what I call IT service management chops. And yet, the marketing executives that will have the big wins over this next 5 or 10 years will essentially be senior IT execs and CIOs that understand the concept of customer-making, the primacy of brands as a way of engaging customers in the value proposition, and more specifically, the provisioning of online interactive services as a core innovation to the customer-making process.

That’s why most chief marketing officers of major companies today will simply be out of the game in 3 to 5 years. They will have to retire out or do other sorts of boutique consulting because fundamentally they are suited up for hockey when everyone else is doing ballet.

Not good news, huh?

PvT: No, not at all. Not at all, and I’m sure most marketers would not want to hear that, so.

MM: Well, as I mentioned it before, William Gibson, has this great aphorism: The future arrives unevenly distributed, i.e., some people get it, some people don’t, those that don’t end up feeling a lot of pain and hurt as a function of being laggard on innovation-adoption curve and, more specifically, the future that arrived yesterday. We need to play a little catch.

Customer-making mindset, plus systems

PvT: Okay. So what do you consider as the core elements of a tightly integrated marketing model? And that’s sort of a loaded question…

MM: It sure is. Well, not to belabor the points that I’ve already made. First, you need to have a customer-making mindset; you must integrate the systems and compensation of pre-sales and post-sales to customer-making process benchmarks.

Second, you need to have the analytic discipline and rigor to be able to identify your ideal customers and predict lifetime or long-term value. You must understand your customer.

Third, you need to develop the operational capability of listening: mood of the market, voice of the customer, and patterns of engagement.

Fourth, you to put into place agile methodologies for the development of content and services used promotional reach and engagement.

Now some companies people start with the social media and social networks; they start with a voice with which some customer might connect and begin a dialog.

Social media enables a firm to initiate emotional connection with its customers, and get hints about what’s really going on, and then using those intuitions and soft perceptions drive a broad-spectrum analytic practice and develop true rigor about who is your customer.

So, you know, it can mean a Yin and Yang kind of thing where they feed on each other. It should result in a positive feedback loop: listening begats better content and services that in turn produces “earned media” in the form of praise and recommendations in the Web 2.0 mediaspace, that you inform above the line mass market creative strategies, and so on.

So to unpack your loaded question, the fundament challenge confronting the marketing executive today entails building operational capabilities within the context of an operational marketing platform—a business process-management platform for marketing-related activities.

Unlike marketing automation tools for “doing the marketing process”, the operational marketing platform must also support the rapid, agile development and provisioning new interactive services—essential software applications, service mash-ups, and widgets.

With good listening tools and process, combined with collaboration and scheduling systems, the operational marketing platform becomes an innovation-services platform

That idea nicely summarizes how innovation and marketing have converged in terms of a core competency, vis-a-vie this platform.

Peter van Teeseling interviews Michael Moon of GISTICS, an international thought leader and author on customer engagement systems, global brand management, and digital asset management.

Key challenges marketer face today

Peter van Teeseling: Michael, in those firms with whom you consult, what do you consider as today’s greatest challenges in marketing?

MM: Well that constitutes a fairly open-ended question. So let me respond with a kind of a similarly open-ended response and then we can build from there.

Most organizations drive their businesses against a strategic plan with pretty clear objectives and quarterly milestones against those objectives. In one way of looking, that means that most organizations really represent executional systems—where most of the roles and responsibility, and more specifically, the clarity about who does what, relates to activities and tasks directly related to execution of annual objectives and quarterly milestones. And that’s all great so long as the strategy and objectives remain aligned with customer requirements or congruent with the realities of the world; however, increasingly that’s not the case.

In today’s world, customer requirements and preferences continue to change more, if not transform, in ways not easily predicted. Paraphrasing the cyperpunk novelist, William Gibson, “The future arrives unevenly distributed.”

Increasingly, many global organizations find themselves not well-aligned with customer requirements, including a broad range of capabilities and/or offerings, and/or services of the organization. In particular, customers seek deeper, more interactive, and personalized communications, flexible interactions and mash-ups, and collaborations with brands AND the community of brand users.

Next, generally, and this is a distinction I draw between what I’ll call senior marketing executives and junior marketing executives. Junior marketing executives think in terms of programs and campaigns, and what I’ll call easily defined, easily recognized wins in their particular market, and that’s all good, that’s why we have junior marketing executives.

Senior marketing executives don’t think in terms of tactical wins, they think more in terms of a broader front – in the language of generals, you’d call it a theater – and more specifically building operational capabilities by which to monitor the execution many programs and campaigns. Do get me wrong, senior executives want to achieve short-term wins; it’s not their primary focus; it is the primary focus of their subordinates.

Senior marketing executives watch the measurable progress against objectives. Increasingly, the data has become real-time and granular—specific to a market or segment. These granular or detailed data become proxies or suggestive of larger patterns of execution and marketing effectiveness.

If we examine the idea or underlying assumptions of an operations capability and say, “Well, what does the term really mean?” I think that it means that senior executives understand a hard won lesson in their career: You can manage people or you can manage systems, with the one caveat. People are unmanageable! So operational capability really means that senior executives know their sustainable success directly correlates to their building systems, process, and accountabilities by which to execute strategy – by which to marshal available resources for competitive advantage.

And so senior executives, for the most part, grapple with working through which of their existing operational capabilities should be enhanced which ones they build from scratch, which ones to secure through acquisition, and which ones to secure from partners, understanding that the operational aspect of marketing drives major global organizations forward, and more specifically, gives them competitive advantage.