Gone are the days of the mid-funnel flip on lead ownership. With ready access to information to make purchasing decisions, comfort in utilizing digital tools and digital routes, and high expectations for personalization, today’s customers expect more at every interaction in the buying journey.
The change in purchasing behaviors, amplified by pressure of today’s economic environment, is forcing sales and marketing teams to redefine their relationship or risk falling short of customer expectations and revenue mandates.
The latest research from KPMG and CMO Council explores CMO-CRO relationship dynamics and how marketing and sales leaders are breaking the mold to better connect with customers and drive greater revenue growth.
We surveyed over 300 marketing leaders across B2B and B2C industries and conducted in-depth interviews with sales and marketing executives from Teradata, Schneider Electric, Valpak, Capital Group, Cox Business, Brunswick, and more. Our study, developed in partnership with CMO Council, explores:
Marketing and sales leaders need to break functional silos and collaborate in order to keep up.
The customer journey is no longer a sales process, marketing process or a sequential process but a simultaneous one with the customer experience at the center
Senior Director, Digital Marketing at Teradata
Our study found that over 70% of marketers don’t feel very confident in their current sales and marketing model to sell effectively in the digitalized customer journey. And one of the defining traits of the new sales-marketing relationship is the ability for marketing to share customer insights with sales to inform the pipeline, yet our research found:
of marketers say fragmented technology across marketing, sales and service restrains better sales-marketing alignment
of marketers say marketing and sales don’t co-own customer strategy and data
of marketers plan to focus on integrating data across customer journeys in the next 12 months