In organizations, job retention in the marketing department remains low. In fact, job tenures in a typical marketing department are as little as three years and it’s one role that is under constant analysis and assessment. When performance wanes, marketers can expect to have to answer big questions and fight for their jobs. Successful marketers from one company may have trouble transitioning to another because what works for one industry may not work in another. This can lead to confusion about what traits top performers have.
Most top performers tend to focus on keeping their existing customers while spending less time on expanding their customer base. Keeping your customers loyal and happy tends to work out much better for companies rather than chasing after new customers. It’s also less expensive with top performers only spending approximately 20 percent of their budget on expansion where others in the field spend around 30 percent. When it comes to customers, top performers also make it a priority to manage the entire life cycle of their clients. Instead of leaving the majority of the life cycle to sales and technical support, top performers recognize that marketing has a huge role to play in successfully managing the entire customer experience.
Speaking of the customer life cycles, top performers tie response rates, satisfaction scores, and other metrics into how well they’re performing. Instead of measuring typical things like number of leads, top performers are able to control their technology and make it work for them instead of the other way around. In fact, 30% to 75% of top performing marketers personalize their technology and data to get a better perspective on how they’re performing and what they should change to boost performance.
Finally, top performers recognize that retention is a problem. Recruiting and retention is a priority among top performing companies but it doesn’t stop there. Top companies make sure that they provide their crucial employees with the training, technology, and resources needed to get their job done – therefore, customer satisfaction tends to rank just as high as customer satisfaction with these companies.
Obviously, when it comes to performance, recognizing the link between customers, marketers, and the sales team is key. But you also have to take all of that data and put it to good use – making it work for you – instead of the other way around. Marketing automation may vary from industry to industry but top performers know that one thing remains true: using your stats and metrics to evolve and change your marketing strategy will maximize your effectiveness.