B2B Technology markets can make switching by the customer too easy. Existing or legacy technology can become too cumbersome to use . Or refuses to realize its promise after trying for years. The client, in despair, becomes willing to try a new supplier. That supplier is willing to transfer the legacy system.
The solution is not to become sticky by merely embedding your technology in the customer’s processes. Or make the customer a hostage to your technology. Instead, it’s useful to think of what we learnt in the industrial B2B era as we continue to compete in the knowledge economy.
The holding company for Google is Alphabet (stock market symbol is GOOGL but company name is Alphabet inc.). We found it interesting that although the holding company is called “Alphabet inc.” Google’s entire purpose is not to organize alphabetically. Instead the goal is to show results that meet the searcher’s search intent. For more on how Google thinks see our updated post from 2017 on “Getting found on Google.”
States like New York have started to reopen after reaching low COVID infection rates. Here are some thoughts about opportunities for B2B marketer:
Managing customer expectations is a challenge. More so if you are a service provider.Products tend to be tangible and you are working against a drawing,specifications and a contract that is clear. Services in contrast, are intangible, and its all about the customer’s perception that the expectations were met or exceeded. If expectations are met orContinue reading “Four Tips to Manage Customer Expectations”
Surgeons ratings by patient outcome data is now available online. ProPublica unveiled the Surgeon Scorecard recently for 8 elective procedures. People check online ratings all the time and for major stuff like knee replacements you can bet that patients will research online. We already have specialized ratings doctors,lawyers, restaurants (Yelp), airline routes (Routehappy), vacation tripsContinue reading “Big Data at work: Surgeon ratings by patient outcome data available online”
As expected the 2014 Yale Customer Insights Conference (#YaleInsights14) last weekend turned out to be hugely useful as it took stock of the Digital Age. Billed as "where leading thinkers and doers come together to advance the knowledge frontiers of evolving customer behavior" … this time all the practitioner (doer) talks were on Friday alongContinue reading “2014 Yale Customer Insights Conference takes stock of the Digital Age”
The US Federal Government is the world's largest B2B buyer and given that (a) not all Federal websites are down and (b) the healthcare.gov (Obamacare) website is having problems suggests that there is a supply chain and specifically a Federal procurement system problem at work. As the unbelievable drama in Washington DC plays out andContinue reading “Not all Government websites down: is it the Federal Procurement System?”
As a Coca Cola fan this blog feels bad that the Coca Cola brand has slipped to the no. 3 spot in the 2013 Interbrand rankings after reigning for 13 years as the top brand in the world. If you think about it , it is in these 13 years that the Internet has takenContinue reading “Best Global Brands 2013: Coca Cola replaced by Apple but should Google be no. 1?”
Compared to other functional areas like supply chain,finance or HR , marketing seems most overwhelmed by IT and big data. David Edelman of McKinsey suggests how marketing and IT might co-ordinate and this blog had exhorted Ad agencies, marketing and IT to start embracing this huge data opportunity in an earlier post on the digitalContinue reading “Why marketing is overwhelmed by IT and big data”
The 2013 Yale Consumer Insights Conference over the weekend challenged thought boundaries for marketing and big data in quite an overwhelming way. Alternating between leading marketing practitioners and leading marketing academics- 25 speakers delivered their message in 20 minutes followed by 5 minutes of questions and answers. Since the format of the conference was in one roomContinue reading “Ten takeaways from 2013 Yale Consumer Insights Conference”