This article has been written to open up some strategic thinking and discussion for business owners, as well as sales and marketing managers in SMEs or corporate businesses, on different ways to increase lead generation success with inside sales.
It was refreshing to hear last month that a prominent marketing agency acknowledged marketing supports sales and that successful lead generation cannot be achieved with just marketing automation and digital content alone.
The challenge in lead generation and conversion efforts between marketing and sales departments are still causing inconsistent measurement of ROI and success.
It’s becoming even more important with the need for both sales and marketing functions to complement, align and integrate with each other and adopting a “full funnel” top-down view. So how can you start that process and get a business to commit to a shift in mindset?
- Introduction to Sales Enablement
The term sales enablement comes to mind and applying the real meaning of this requires the focus of the inside sales role and joint ownership between marketing and sales - agreed upfront as a common shared goal.
The definition of sales enablement:
Sales enablement is the process of providing the sales organization with the information, content, and tools that help sales people sell more effectively.
- Common Lead Generation Scenario
One example and context was from a marketing agency feedback in running an ICT campaign for a successful Microsoft partner. The client challenge was to generate 2500 marketing leads for a sales target of $10M (4 sales representatives) through content driven marketing automation. That would mean over 200 leads per month just from organic digital content and use of marketing automation - a huge task to guarantee a cost per lead model that doesn't quantify sales opportunity progress or success.
These metrics and expectations just didn’t add up realistically given the variables; length of follow up from sales, quality of leads, and length of the sales cycle. It seemed like the ROI and appropriate KPI would have been unrealistic to achieve in 12 months. These lead metrics are only part of the picture and can’t be relied on to generate consistent leads without first examining the sales targets. If you can reverse engineer the sales target setting process with the required amount of marketing activity and leads required, this usually highlights either a gap in sales target expectations or marketing budget allocation to support this. In an ideal situation the sales manager and marketing manager should agree on the common metrics and KPIs.
In the previous campaign run by the agency mentioned, the MQLs manifesting from the marketing automation platform were largely impressions, web visits, contacts, downloads and enquiries. This is purely a top of funnel focus.
However typical frustrations arose in lead follow-through between MQL and SQL when the sales team didn’t follow up the leads or several leads slip through the cracks.
It was refreshing to hear the marketing agency involved in this campaign quote that the missing link is (needing) “still a human to be involved”.
The other negative impact of relying on inbound automation alone as the primary channel for lead generation was that the sales representatives can became less motivated to generate their own leads as BDMs or Account Managers.
From my sales experience, the biggest challenge still lies in bridging the gap between MQLs and SQLs with a higher degree of skill over simply appointment setting to meet the metric. I believe that one of the keys to successful lead generation is for businesses to invest more in inside sales functions and achieving higher quality results.
- Definition of Inside Sales, Sales Development or Sales Acceleration Lead.
What is 'Inside Sales'?
Inside sales is the sale of products or services by sales personnel who reach customers by phone or online methods, rather than travelling to meet them face-to-face. Inside relies on the phone, emails and the internet to reach customers and is common in the retail industry.
Breaking down 'Inside Sales'
Unlike outside sales personnel, insides salespeople do not travel. Despite this, they are still proactive about contacting potential customers and may make cold contacts. A company may also designate incoming calls from prospective customers as inside sales. In addition, a company may outsource their inside sales duties to a third-party instead of conducting sales in-house for increasing their speed to market. In a highly competitive, quarter-by-quarter sales environment, time to engage can mean a lost sales opportunity.
This Inside Sales function is commonly known in the ICT or telecoms world, or financial services, as an Inside Sales Role or Sales Acceleration Lead or Sales Development Representative.
The typical capability and profile is someone with 2 to 3 years of sales experience or telephone based sales who appreciates the technical/conceptual aspect of the product or service that is being offered. At market rates in Australia they are paid between $50K to $70K base salary plus commission of up to $100K OTE in an ICT role.
If you can successful build a team of ISRs who have senior industry expertise, the right sales aptitude and attitude, with attention to detail and appropriate training, this is a great foundation. The team can then enhance sales enablement process and help bridge the gap between sales and marketing. This investment may generate a higher ROI than employing just a field sales team and, in some cases, represent better value.
The key to successful full funnel conversion from any marketing lead generation is to execute a marketing campaign with Inside Sales Representatives. Many marketing agencies spend a lot of time developing a top of funnel focus, driving online automation campaigns and leads from multiple channels and tactics. This may be moderately successful however the role and responsibility is handed back across to the client for the middle and bottom of the funnel engagement focussed on sales conversion.
- Stopping the “Leaky Funnel” effect
In my opinion this is where the true ROI of a retainer is unlocked for sales effectiveness and still requires a level of knowledge and “human” interaction to bridge this MQL to SQL gap and “leaky funnel” syndrome - which is still being experienced as a common cause of disconnection between marketing agencies and sales teams.
A good inside salesperson should have the ability to grasp more complex concepts and think about a more meaningful business discussion on a follow up call to increase the quality of marketing qualified leads.
The benefit of inside sales is that star performers can be identified and nurtured towards a field sales progress path which provides sales engagement continuity to the business or a transition plan for staff retention.
- The human skills factor can’t be replaced by digital automation
The human factor in consideration of the specific knowledge of the company's products, services or solutions can provide a far more contextually-relevant delivery compared to a telemarketing representative following a script. Commonly the lack of depth of understanding isn’t appropriate to the conversation with the target stakeholder and decision maker on the prospect side and can lead to lost opportunities.
The buyer’s journey today means that more customers and prospects are well informed via multiple channels through their own research before being accessible and ready in THEIR timeframe to actively make a purchasing decision and engage their supplier of choice.
Traditional telemarketing conversion rates are still poor and the ROI is negligible without the due care of impact on sales revenue and profits. Would you rather have 10 highly qualified leads a month with a 50% ratio to convert with some strategic awareness or 20 average leads of inconsistent quality just because it was an agreed cost per lead engagement per month that was committed to deliver regardless of the chance of conversion?
Customised lead generation is highly recommended rather than a "one size fits all" approach to have a better chance of success. Inside sales is increasingly become the avenue to help achieve this.
Look out for Part 2 of this series on Inside Sales function as a key to successful lead generation.
We will talk about the value of Inside Sales versus Business Development and also the use of Marketing Automation to increase qualified leads.
Alchemise Consulting - Inside Sales as a Service Overview