Christopher Kenton wrote this summary of a recent study by the CMO Council. The results ain’t pretty, as these highlights indicate:
[The] study revealed an astonishing lack of direct customer involvement, with marketers relying heavily on the sales force to initiate customer engagements.
Two-thirds of the respondents . . . said they had no formal system for tracking marketing’s role in customer acquisition, retention and value creation . . .
Three-quarters of respondents said they had no dashboard system for modifying marketing spending . . .
Kenton conducted his own study to assess attitudes toward sales and marketing. As he reports in this article, there was no consensus among the study’s participants on the ultimate purpose of marketing. Christopher explains:
The picture that emerged was an astonishing lack of a guiding principal for marketing at most corporations. At some companies, marketers are short order cooks serving up a platter of collateral for the sales team. Other companies give a little more leash, with marketers fishing up leads to dump into the sales hopper. At some companies, marketing wears a boardroom suit at the strategy table, while at others, marketing is the token domain for creative types who use iMacs to dream up branding campaigns. Far too few are the companies where marketing encompasses a multi-faceted system that marshals all available resources to cultivate the forces of supply and demand.
So . . . marketers don’t connect directly with customers, can’t define their impact, and can’t find two people who agree on what marketing’s role should be. Ouch.