Oracle Taught Me Customer Service Can Help Align Sales and Marketing

It was such a pleasure being invited to attend Oracle's Modern CX conference this past week as a marketing influencer. I was really interested in understanding how the principles of customer service (CX) could be applied to helping B2B organizations align Sales and Marketing. The I also learned a ton from interviewing CX thought-leader -  Shep Hyken. Be sure to check out our Facebook Live Interview where we discuss the conference, how CX has changed over the years, and his upcoming new book. 

Below are a few of the many highlights that I gained from attending the conference:

  • Marketing is active throughout the entire buyer's journey and can do significant damage if they don't truly understand the needs of the customer.
  • Knowing you product's purpose is critically important via David Beebe (Content Decoded)
  • We must invest in strong analytics to understand what is happening with our customers
  • Marketing should be a pipeline partner with Sales
  • The top 4 questions Marketing needs to help Sales answer every morning
    • Who should I talk to?
    • What do I need to know about them and their organization to have impact?
    • What products or solutions have they shown interest in?
    • What content should I use to support this conversation?
  • Marketing needs to provide data and context about leads to improve sales outcomes
  • "Do what you can't" via Casey Neistat (a little motivation for those they are determined as I to make alignment happen)
  • Value creation unlocks customer Revenue(if you offering value to your customers, they will give you their money)
  • CMOs are finally starting to hold revenue goals via Shashi Seth
  • The MarTech 5000 is real and only growing!
  • Marketing's new mission is to create clarity amongst all the noise

As leaders, I hope we continue to connect with and learn from those that are outside of our direct line of sight as many times they have perspectives that spark a new way of thinking. Thank you Oracle for such an outstanding conference and opportunity to connect with passionate CX professionals. 

create togetherness.

Jeff Davis

The Sales + Marketing Alignment Summit, Chicago, IL