Ever felt you knew enough to get things done, but then nothing moves? Is it pride? Ignorance? Or is it the desire to appear competent to our colleagues?
Whatever the reason, marketers often go it alone. They collaborate and communicate well, but often rely on handcrafted tools cobbled together, or even intuition, to get the job done. But going beyond “good enough” to “excellent” requires knowing when to seek out support. There are those in the marketing automation space who have learned to recognize the following four signs that they should seek help.
1. Success Leads to Questions
Your progress is impressive, the solution is delivering, the Sales team is using the information collected, and they want more. You’ve got lots of questions but the answers are hard to find, or subject to the constraints of the Service Level Agreement, slow in coming. Your team hasn’t grown but the work has. Success is breeding heightened internal interest in how you can deliver even more.
What to do? Call and ask the vendor if there is an offering for a dedicated expert resource you can regularly consult. You need weekly guidance and it’s a good sign.
2. Needing a Coach
The problems encountered are no longer easy to fix on your own. You suspect the frustration has little to do with software quality or inadequate training, and more to do with your advanced use of the platform.
What to do? Maybe all you need is a one-time coach. Call the vendor. They should be able to provide one or two very targeted sessions to get you over the hurdle.
3. Getting a Check-up
You and your boss went to the recent user conference and were wowed by the vendor’s solution roadmap. You’re ready to drive that road but don’t know whether your car is properly equipped. How fast can you go with what you have? What do you need to fix, replace, or refine?
What to do? Call the vendor and ask for a health-check of your deployment and use of the application. They should have a service that would be able to provide detailed stats and information about the level of sophistication you’ve reached.
4. Wanting Full Commitment
The solution is entrenched in your environment, sales and marketing are playing nicely together, there’s proof your work is pushing the company in the right direction. By certain measures, you’ve achieved complete success and yet you still have a sense something is missing.
What to do? Two things: First, you would benefit from an even tighter relationship with the vendor. It’s in their best interest to make that happen too. Engaging their Premier Support team will ensure a seamless conduit between your experience and the development of the solution. Second, your investment means your business is reliant to some extent on product direction. Advise the vendor that you wish to be part of their strategic advisory body. You’ve earned it.
Any of these symptoms look familiar? Think of them as positive indicators of the success you’ve had – and that you’re ready for more. Your vendor should have in their customer success toolkit a range of options for helping you build on what you’ve accomplished.