The Long Hello: building brand-relationships in B2B
People come and go. Brands endure.
One reason why marketing doesn’t always pull its weight in B2B is that there is often such a strong emphasis on relationships with customers. Developing and sustaining these relationships can shift attention from managing the brand’s relationship with the overall market. And this can undermine the potential to strengthen sales, margins and customer loyalty.
B2B is all about relationships. Isn’t it?
Yes it is. But which ones? The ways in which a B2B company is regarded by the market as a whole can have a powerful influence on buying decisions.
The impact of this influence on buying decisions is proportional to the complexity and cost of a company’s products and services. As complexity and cost rises, so too does the influence of the overall market.
Looking beyond the sales relationship
Galen de Young of prominent American agency, Proteus B2B Marketing, says, “Growing your existing business with a particular customer or client may very well be about cultivating the relationship, but getting customers in the first place is not.”
“Relationships with prospects will almost never swing a sweet deal your way. If your ability to get in the door – to get to the table – relies upon your relationship with the prospect, you might get the job if your price is the same as your competitors’. If your price is higher, your prospect might say he’ll give it to you if you can get your price in line. Is that really what you want?”
Looking at the market as a whole: the world beyond customers
An earlier post looked at the commercial significance of ‘market reflections’ and how these can be positively-influenced by consistent, relevant brand-messages. In addition to direct customers or end users, B2B markets often contain many components:
- distributors and wholesalers
- overall solution-providers
- specialist consultancies or professions
- support and service providers
- user-groups
- financial analysts
- commentators in the media
- standards boards and regulators
- industry associations and the general public
Each of these represents a market reflection - the way the brand is seen by individual components of its market.
Brand-based relationships: opening doors, protecting margins, maintaining loyalty
The idea of ‘The Long Hello’ is to cultivate market reflections that continuously reinforce consistent, positive perceptions of your company.
And this positioning can only be achieved through marcoms that deliver brand-messages that are relevant to each component of the market. In terms of the results this approach delivers, Galen de Young from Proteus puts it this way:
Properly positioned companies don’t have to sell. They merely have to facilitate the buying process.
“If your company is well positioned in the marketplace – if it’s seen as being one of the leading suppliers of specific solutions and a company for which there are few credible substitutes in the market – you’ll not only get to the table quickly and easily, you’ll be proactively invited.”
“You’ll also protect your margins. Profit margin is a function of positioning. Properly positioned companies don’t play the low-price game. They don’t have to. Their prospects see them as having something different. Their prospects don’t have to be convinced; their prospects want to buy.”
Related posts:
Recession marketing. No such thing? Brands are dead. Brands are more important than ever
Marcoms: leveraging B2B’s buying motivators PR & B2B. The perfect couple
Marcoms: outcomes are the differentiators
Back to The Long Hello: making B2B marketing work for the bottom line
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