Enterprise IT marketing — a layered messaging model
Two things matter about marketing messages:
- Do people believe you?
- Do they care?
It’s easy to meet one or the other of those criteria. What’s tricky is satisfying both at once.
Many marketing consultants, me included, would phrase the core messaging challenge in terms such as:
What’s the most compelling claim you can make that people will actually find credible?
But what I think many marketing experts overlook is that you don’t just have to make a claim – you need a whole marketing argument.
Marketing theorists love to point out all the different ways decision-making is non-rational. But even so, a market messaging strategy winds up taking the form of one or more rational or pseudo-rational arguments. For example, “Barack Obama went to an Islamic school for a few years, therefore he hates America” isn’t very logical. But its form resembles that of a rational argument, and adherents to the argument may indeed think it makes logical sense.
In particular, enterprise IT purchasing has huge elements of rationality. It is done by (formal or informal) committee. Many participants in the decision are trained in rather rational disciplines, such as programming or accounting. And there often are fairly objective grounds for analyzing what the results of any particular purchase decision are likely to be.
So what does it meant to construct a marketing argument? To a first approximation, the template looks like this:
Yummy product
- Tasty claims
- Persuasive connection
- Proof points
For example, in the enterprise IT market I consult to, that takes two main forms. The first is simply:
Enterprise IT product
- Tangible benefits
- Compelling stories
- Great references
But that by itself is rarely enough, either because your competitors have references too, or because you’re so new that you don’t. So there usually also needs to be a second kind of argument, claiming that your customer-pleasing product is better than the alternative customer-pleasing products. This usually takes a form like:
Enterprise IT product
- Tangible benefits
- Technical connection
- Features and metrics
But it’s not quite that simple either.
If you can write a feature list that supports a benefit list, your competitors can write exactly the same things. What’s more, you’ve already conceded that anybody who offers the right features will, ipso facto, convey all the great benefits. So the sales/marketing battle often comes down to convincing prospects that your feature list is credible, while your competition’s very similar feature lists are not.
How do you do that? Well, the traditional way is through one or both of two other three-layer templates:
Enterprise IT product
- Features and metrics
- Persuasive details
- Convincing references (yep – those references again!), other evidence of customer traction, or proof-of-concept tests
or
Enterprise IT product
- Features and metrics
- Technical connection
- Fundamental product architecture
References are particularly good at proving you have the features now. Proofs-of-concept are also great for validating your current product, especially in terms of performance metrics. Architecture is how you show that you’ll keep a feature lead in the future.
Putting this together, we have the two fundamental templates of layered technology marketing:
Enterprise IT product (proof-today messaging stack)
- Tangible benefits
- Technical connection
- Features and metrics
- Persuasive details
- Customer traction or proof-of-concept tests
and
Enterprise IT product (sustainable-lead messaging stack)
- Tangible benefits
- Technical connection
- Features and metrics
- Technical connection
- Fundamental product architecture
In companion posts, I will:
- Generalize the layered messaging model and apply it to political campaigns
- Test the layered messaging model against specific enterprise IT examples such as Netezza and Attensity
- Discuss the extent to which the layered marketing model actually matches how influencers analyze enterprise IT products and vendors
Note:
For most of the past year, I’ve based my consulting on a particular model of strategic marketing and messaging. This weekend, in a series of posts, I’m beginning to spell it out. It’s just in the early stages; indeed, I haven’t even settled on a final name, the main candidates for which are layered messaging, which seems to make more sense in context, and layered marketing, which seems to be clearer if the subject is raised from a standing start. I certainly don’t have any crisp definitions yet. But I do have a whole lot of marketing consulting and analysis experience that suggests I’m going in more or less the right direction. Comments, criticism, and questions are warmly encouraged.
Also, I apologize for there not being supporting graphics right out of the gate. Such things are not — to put it mildly — one of my areas of strength. But anyhow, these models are meant to be read in, er, layers, with higher ones resting on the foundation of lower. The role of the layers depicted in italics is primarily to draw strong connections between the layers above and below.
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