CMOs: Digital makes it your responsibility to challenge the business model

Forrester principal analyst Shar VanBoskirk calls on marketers to disrupt the business model of their organisation to cope with digital and foster innovation

It’s the marketer’s job to stretch and challenge the business model of their organisation in the face of digital disruption in order to foster innovation.

Speaking at Forrester’s Summit for Marketing Leaders in Sydney today, VP and principal analyst, Shar VanBoskirk, encouraged marketing leaders to take more responsibility for ensuring their organisation employs agile working practices to meet modern customer expectations.

To do this, VanBoskirk pointed to four fundamentals behind building an agile, digitally-oriented organisation. The first thing to remember is that everything is a point of interaction, and interactions override process, she said.

VanBoskirk also advocated launching quickly then testing to improve, noting that “trial developments are better than blueprints”. Thirdly, businesses must collaborate with internal and external advocates, encouraging stakeholders and employees to contribute to innovation development.

The fourth pillar for Forrester is adjusting based on market conditions, and supporting a continuous development process. So why is all of this marketing’s responsibility?

“This notion of digital disruption is changing all dynamics of business,” VanBoskirk said. “Because you sit closest to the customer, it’s your job as marketers to stretch the business model of your organisation. It’s not about tearing the fabric of the brand, but letting yourself free of existing constraints of what your brand stands for.”

VanBoskirk then took attendees through key ways of making an agile organisation a reality.

The first was to foster a culture of digital innovation. As an example, VanBoskirk pointed to one Spanish bank which made every business unit responsible for innovation from their own staff and budget. This helped empower individuals within the business and lifted their pride in the brand, she said.

“They’ve also based innovation not on traditional ROI metrics, but how they will appeal to customers they try and serve,” she said.

Secondly, organise teams to deliver digitally enhanced experiences. “This is not about coming up with the ideal organisational structure,” VanBoskirk said. “It’s about creating a structure that has processes and communications in place to connect all stakeholders invested in digital strategy.”

To illustrate the point, VanBoskirk pointed to ING Direct (now branded to Capital One), which initially put in play an organisational ‘digital centre of excellence’ pulling in marketing, IT and other business resources together globally.

“ING found that this didn’t work for its culture, and didn’t create collaboration or creativity,” she said. “So the company disbanded it, put tech folks back in tech where they were more at home, but focused specifically on tools and processes that facilitate communications, which is what they hoped would happen in the digital centre of excellence.”

The third area of focus vital to coping with the digital age is to identify when and how to use external partners. As an example, VanBoskirk pointed to BMW, which offers non-owners the opportunity to drive its cars on an hour-by-hour basis but didn’t have the logistics to manage such a service. Instead, BMW partnered with rental car company, Sixt, to move its fleet of cars from one location to another.

VanBoskirk’s fourth piece of advice was to enable with technology. This is about enabling innovations through technology, she said. One way this was done by US public transport provider, MBTA, was by opening up APIs and location specific data to third-party developers. That has resulted in hundreds of apps now helping consumers to have a better experience on MBTA’s bus network, VanBoskirk said.

Another Australian example is Deloitte Australia, which introduced the Yammer collaboration tool to tackle the challenge of accessing best practices and thinking across the organisation. As well as improving agility and innovation, an unexpected result was that Yammer employees became more loyal and stayed 10 per cent longer with the business than non-Yammer users.

Read more: Deloitte CMO David Redhill on the new economy approach to brand participation

VanBoskirk said organisations must also underpin decisions with customer-centric metrics.

“This is not just tracking results from marketing programs. You have to underpin all decisions around innovation with customer-oriented measurement,” she said. One way could be tethering Net Promoter Scores results to the bonus system of all your employees, something Australian telcos, Telstra and Virgin Mobile, are doing.

As a final note, VanBoskirk said modern marketing ultimately comes down to acting on insights and best practices to make the customer experience better.

“As marketers, you build your reputation on what you are doing, not what you say you will do,” she added, borrowing a quote from Henry Ford.

Related: Marketers are still relying on wrong data for digital customer engagement, says Forrester
Digital change means embracing contextual marketing

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the newsletter!

Error: Please check your email address.
Show Comments

Blog Posts

How to become the customer experience custodian

The number one objective enterprises give for embarking on a digital transformation is to improve customer experiences with new engagement models, according to IDC’s 2017 global study.

Fear not: It's only a robot

Every time I pass through the automated border controls at the Sydney airport I walk away with a feeling of exasperation on the one hand and relief on the other. Exasperation, because the face recognition technology inevitably always fails to recognise me. Relief, because we seem to be safely years away from the Orwellian reality of states controlling every aspect of our lives; something the media is keenly warning us against each day.

Dan Kalinski

CEO, iProspect Australia and New Zealand

To DMP or not to DMP?

There are plenty of brands that can benefit from plugging into a data management platform. But should you engage an agency to run one or bring it in-house?

Ben Willee and Richard Taylor

Spinach Advertising

I worked at Momentum when the transformation started way back in 2013 (not 2015 as stated in the article). It was a painfully slow and co...

Jay

How Momentum Energy has transformed its entire business to be customer-led

Read more

Another buzzword thoughtlessly latched onto, without any thought for the implications on the organisations that have to lumber through th...

Tired

Rolling out agile marketing at Deakin

Read more

Useful., also don’t miss out on these 5 features of Adobe Experience Cloud - Visit here > http://www.softcrylic.com/b...

Sunil Joseph

Adobe debuts Advertising Cloud, Experience Cloud

Read more

the systems that run these things are teachable just like a car, theres stuff still yet to come out to bring up the automation grade, b...

Magnus Robert Carl Wootton

Fear not: It's only a robot - Big data delivery - CMO Australia

Read more

Marin Software’s digital marketing solution as a short way of streamlining and finding a scalable solution...

Al Drazhev

How BizCover is boosting search advertising success

Read more

Latest Podcast

More podcasts

Sign in