August 18, 2017

Why Do Business To Business Marketers Resist Getting Social?

Here are several excerpts from an informative article by Lauren McKay, Editorial Assistant with CRM magazine, B2B Marketers Still Hesitant to Get Social:

It’s no longer a surprise to hear that innovative social-media tools have helped marketers reach consumers – at least in the area of brand recognition – but business-to-business marketers haven’t been as quick to make the leap into the Web 2.0 world. A recent Forrester Research report, however, counters some of the concerns B2B marketers have had with less-than-traditional marketing efforts.

In “Making Social Media Work in B2B Marketing,” Forrester analyst Laura Ramos points out that while Web conferencing, webinars, and email newsletters have gained ground in B2B marketing, adoption in areas such as blogging, social networking, and online communities remains relatively low.

Ramos highlights three core aspects of B2B marketers’ embrace of social media:

  • The Web 2.0 buzz outpaces reality: In fact, more than 60 percent of B2B marketers still use conventional lead-generation tactics to reach audiences – such as email newsletters, webinars, microsites, and online display ads. Less than 31 percent have embraced tactics such as blogs, podcasts, and social networks to reach out to prospects and existing clients.
  • B2B marketers don’t want to spend resources on less-than-traditional methods: Especially because of the tough state of the economy, marketers are sticking to tried-and-true methods. Less than 10 percent of B2B marketers are including widgets, mashups, advergames, mobile ads, or virtual worlds in their marketing plans for the near future.
  • Web 2.0 return on investment (ROI) remains an obstacle. Although 25 percent of respondents say that they think social networks and online communities help to build brand awareness, they can’t connect these tactics to the sales pipeline, which remains a barrier to adoption.

Forrester reminds marketers to keep the acronym POST – People, Objectives, Strategy, and Technology – top-of-mind when delving into social computing. Ramos recommends a four-step methodology:

  1. Understand your buyer’s social behavior: How much or how often do your buyers participate in social media? Create processes that build on customer profiles.
  2. Set objectives based on audience: Engage with the five customer-centric strategies – listen, talk, energize, support, and embrace social media – not only to sell to the customer, but to foster an ongoing relationship.
  3. Align strategy to audience and objectives: Identify the customer’s preferred method of communication and the impact of communication on that relationship.
  4. Pick technology last: Understand the target audience and what its rate of adoption of new technology looks like. Compared to more-traditional clients, tech-savvy ones may appreciate more-extensive Web 2.0 efforts.

Although Ramos maintains that social-media projects may have no immediate or obvious ties to the sales pipeline, she adds that Web 2.0 holds value for even the B2B segment. “The need to foster deeper social interaction and intimacy requires B2B marketers to look far beyond the front of the sales pipeline and use Web 2.0 tactics to engage customers in mutually beneficial business activity,” she writes. “Instead of heaping social activity onto an overflowing plate, socially savvy marketers use technology to streamline lead management; close the loop with sales; and free up time to listen to, talk with, and embrace community members for the long haul.”


Jim Berkowitz
About Jim Berkowitz 2 Articles
Jim Berkowitz is a seasoned executive with more than 30 years of professional services and project management experience related to Customer Relationship Management (CRM) and Financial Management (Accounting & ERP) software solutions for small, mid-sized and Fortune 500 companies. As a Sales Force Automation and CRM Consultant, Jim has assisted more then 100 companies with the design and implementation of custom CRM solutions.Mr. Berkowitz is the founder and President of CRM Mastery, Inc.; a company dedicated to serving small and mid-sized enterprises (SMEs) by offering affordable tools and guidance to help them plan for and succeed with their CRM initiatives.