The gap between marketers and their audiences is growing. With more access than ever before to information, product reviews and social recommendations, many see our current stage of marketing evolution to be the “age of the consumer.”
Thinking of audiences as empowered consumers, while accurate in many ways, clings to an old paradigm in which marketers held the conch. We are not an Internet of consumers to be manipulated into one-off transactions -- we are an Internet of always-connected individuals with an ever-growing array of tools and technologies that empower our ability to engage with life. And yes, these individuals at times buy things.
This revolutionary shift in power and connectedness has given birth to an unprecedented increase in data and a digital landscape of apps, sites, communities, communication channels and technology platforms that converge to deliver effective digital experiences.
With these changes and the promise of more to come, two things are clear: First, a long view that anchors itself to a customer experience-based North Star is required. And second, automation will be necessary to deliver effective digital experiences at scale for prospective buyers.
The Many Faces of Marketing Automation
There is a lack of clarity across the board around what constitutes marketing automation. Broadly speaking, marketing automation refers to software platforms and technologies designed for marketing departments and organizations to market more effectively across multiple channels.
As a software category, marketing automation was designed for B2B companies to manage a relatively small volume of high value leads at the top of the sales funnel. This generally included functional capabilities such as lead nurturing, lead scoring, email marketing and CRM integration. As a software category, there is broad consensus that the industry will grow considerably. David Raab of Raab Associates predicts a 60 percent increase in industry revenue for 2014.
However, marketing automation as a concept is much broader than the few vendors that identify themselves as such, with offerings tailored specifically for SMB, mid-market and enterprise, as well as B2C scenarios and different industry verticals. If you lean towards marketing automation as a concept instead of a software category you must consider the entire gamut of marketing when discussing the topic of automation.
Regardless of definition, there are a few trends that predict how marketing automation will intersect with and be required for value-creating digital experiences in the future.
All Channels Welcome, Best Practices Supported
Marketing automation has traditionally relied upon email as the sole channel across which to automate the payload of triggered messages. However, in order to deliver against its promise, marketing automation needs to expand beyond email and web channels to encompass a richer cross section of the conversion landscape. This includes organic inbound marketing like social media, display advertising, SEO and lifecycle marketing functions such as behavioral retargeting, advanced segmentation and loyalty for cross-sell, upsell and retention.