Picture this: your potential buyer visits your website, reads your content, and picks up the phone to schedule a sales appointment? Ideal picture, right? And you will definitely have these types of customers, but the majority follow a totally different route. They will read a lot of content, and listen to opinions from different parties and they will have a lot of unanswered questions. The purchasing process of a B2B buyer is not so simple anymore. And these days the buyer wants help in the purchase process itself. Let’s talk about buyer enablement.
Why buyer enablement is important right now
Buyer enablement versus content marketing
How do you apply buyer enablement?
Buyer enablement is about making the buying process simple and efficient for the buyer by supplying valuable information. Whether online using content and tools or via personal contact with buyers. In a sense, you give your buyer (and the DMU) the tools to go through the buying process smoothly.
Just like sales enablement helps the sales team to sell, buyer enablement literally helps buyers buy. What value does it bring? Research from Gartner shows that customers reward organizations that make B2B purchases easier.
The B2B purchasing process has changed a lot over the past years. The idea of one seller and one buyer is no longer valid. Due to the immense growth of available information on the Internet, new communication channels, fast technological developments, and DMU size, the game has changed.
Google and the Internet are widely consulted sources during B2B purchasing and decision making. Just like brochures, whitepapers, trend reports, and webinars. Because of this, we are now facing an overload of content and many organizations are all saying that they are the best. With the intention to help a potential buyer, the amount of content creates the opposite effect: confusion. As a result, B2B buyers spend far too much time trying to create order in the chaos of available content. At the expense of actually speaking with suppliers.
Suppliers’ information should actually help buyers in the purchasing process.
CEB research shows that the B2B buyer’s journey isn’t as linear as often suggested. The buyer does go through the known phases in the buyer journey (awareness, consideration, decision), but with a lot of jumping back and forth as illustrated below. According to Gartner “Customers engage in what one might call ‘looping’ across a typical B2B purchase, revisiting each of those six buying jobs at least once”. Not surprising when you understand that B2B buying is often long and complex, and a lot of stakeholders are involved. At the same time, there is a huge amount of information and opinions available. So where to start?
Research by Gartner has found other constants based on the Jobs-To-Be-Done framework. The so-called buying jobs:
Buying in B2B is a continuous process of searching for the required information, validating it and creating consensus between the most important stakeholders. With buyer enablement you make sure that your buyers go through the buying jobs smoothly and efficiently.
The average number of people involved in the B2B purchasing and decision-making process (DMU) has grown considerably over the past years. The reason for this growth is diverse, but one of the main reasons is the fact that more and more departments are involved in a buying decision. This way, stakeholders gain more buy-in and better support of the project.
However, multiple people means multiple consulted sources and eventually multiple opinions and insights. For sales this is a tricky situation: It is no longer about getting a Yes, but about getting a collective Yes from all people involved.
This requires content that helps all people involved in their different roles within the DMU. If you think decisions made during the purchase of complex products and services are mainly made based on ratio, you’ll end up empty-handed. Behavioral economists like Nick Southgate and Daniel Kahneman have repeatedly proven that the winning organization is the one that makes the purchasing decision simple and clear.
A number of examples on buyer enablement:
Isn’t buyer enablement then the same as content marketing? Content marketing is primarily being used for inbound marketing and nurturing in B2B. This type of content often doesn’t give the essential information someone needs in order to make an informed decision. Only 20% of content produced by organizations actually contributes to buyer enablement.
Buyer enablement content focusses on making the purchasing process of the buyer easier. The extreme focus on the buyer requires Marketing and Sales to work side by side. So not sequentially like in the classic trajectory. But together like you do with account-based marketing. Gartner has listed 10 questions that you can use to check whether your own content is supporting your buyer enablement.
How do you organize buyer enablement? Guiding a purchasing process with both personal contact and relevant content cannot be done by a marketing or sales department alone. During the purchasing process, each member of the DMU has a different information need. In order to anticipate on this, it is important that Sales and Marketing continuously work together and focus on information excellence.
Information excellence is about offering relevant information at the right moments in the purchasing process. Simultaneously, you address the questions of different buyer personas within the DMU.
Want to know more about buyer enablement? Feel free to contact us.
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