Banks are experiencing market disruptors attacking from many angles. They’re facing competition not only within the financial services industry, but also from non-traditional banking institutions that are delivering new mortgage lending models and innovative digital services that provide the convenience and personalization consumers want. Unless banks adopt these new models as well, they risk losing customers and revenue to competitors and emerging market disruptors. In this blog, I’ll focus on how banks can implement a digital branch strategy for mortgage lending that enables them to deliver greater value to their customers, improve productivity among their advisors and even increase profitability.
In mortgage lending today, there are common “gaps” where consumers are most likely to abandon the process or go to a competitor. From the consumer’s perspective, acquiring a mortgage is likely the biggest purchase they will ever make. They spend time researching it, getting their finances in order and gathering the necessary documentation. If the consumer visits a bank branch wanting to apply for a mortgage, only to be told that the mortgage specialist is not available right now or to make an appointment for next week, they are likely to walk across the street to a competitor and not come back. Banks are seeing “leakage” in the mortgage lending process as high as 70% in these scenarios. Once a customer has left, only 30% are likely to return. Read More »
Tags: banking, Cisco, collaboration, customer experience, digital, IoE
Every July, we celebrate on the 4th to commemorate the Continental Congress’ approval of the Declaration of Independence. This year, the patriotic occasion reminded me of an event held last month when, together with United States Congresswoman Jackie Speier and the president of Sonim Technologies, Bob Plaschke, I announced a partnership with Sonim for the digital transformation of the communications systems supporting the U.S. Army training center in Fort Irwin (California).
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Tags: army, Cisco, communications, connected experience, digital, instant connect, Internet of Everything, IoE, transformation
Once upon a time, sales and marketing were in love
True, Marketing wanted a long-term relationship and Sales only wanted a one-night stand, but it was clear where everyone stood.
Then, the relationship began to change
With the advent of digital and social tools, buyers – not sellers – stepped into the driver’s seat. They began using online means to conduct ROI analyses before making final purchasing decisions. Today, according to Sirius Decisions, buyers are more informed than ever because they’ve got access to online content as well as an extensive online peer network. And, according to a recent DemandGen Buyer Behaviour report, almost half of buyers create a short-list of potential vendors and one- third conduct initial research on solution options before the first communication with a sales rep.
Marketing started to use tactics that buyers, not Sales, preferred
Marketing started to change too. As Cisco’s CMO Karen Walker has said, “Marketing was the last function to be industrialised and the first function to be digitised.” With the buyer in control, Marketers started moving away from outbound tactics like tradeshows, live events, and email campaigns that Sales was used to. We started using digital tactics that matched the buyers’ desire to look for information online using search engines, vendor websites, and social media sites. But neither Sales nor Marketing was happy. Things got so bad that Hubspot reported: “87% of the terms sales and marketing teams use to describe each other are negative.”
Enter Revenue Marketing
Like a good marriage counsellor, Revenue Marketing helped Sales and Marketing rekindle their relationship. In a nutshell, Revenue Marketing ensures that Marketing strategies and campaigns align with Sales and business objectives to generate a measurable ROI to the bottom line. Using Revenue Marketing principles, Marketing started to transform from a cost centre to a revenue centre. Marketing and Sales began to work in partnership again. And they began speaking the same language – using terms of endearment like planning, forecasts, pipeline, bookings, and revenue.
Back on track: Smarketing
Today, the romance between Sales and Marketing is back on. And, like all happy couples, they’re using a pet name: Smarketing. Hubspot defines the term Smarketing as “the alignment between your sales and marketing teams created through frequent and direct communication.” We’ve embraced the term and the concept here at Cisco, and here are four lessons learned to strengthen the relationship between sales and marketing.
4 Tips For Smarketing bliss
1. Speak a common language
It’s important to be on the same page. For example, here at Cisco, Sales and Marketing both know exactly what we mean by terms such as Marketing Qualified Leads (MQL), Sales Accepted Leads (SAL), and Sales Qualified Leads (SQL).
2. Gaze in the same direction
Marketing and Sales must also share revenue goals and strategies. We have defined how much Marketing will contribute to Sales – both to the pipeline and to bookings. We have also articulated what each team will do to support the others’ efforts.
3. Communicate, communicate, communicate
Once you’re on the same page, tune your operational systems to give visibility into results – and refine your processes continually. At Cisco, Sales and Marketing use common reporting dashboards and hold each other accountable. Both teams listen and respond to feedback.
4. Celebrate success hand-in-hand
Now that Marketing can concretely prove its value, both teams can celebrate together. This builds strong team morale.
Smarketing may be a cute term but it has very real ramifications. In fact, according to a study done by the Aberdeen Group, companies with strong sales and marketing alignment can get 20% annual revenue growth. Now that’s worth celebrating.
So please raise a glass and join me in congratulating the happy couple. To….Smarketing!
Tags: digital, marketing, revenue marketing, sales, smarketing
I had a great time recently at the EEI Annual Convention on June 7-10 in New Orleans, LA. EEI is the Edison Electric Institute, the industry association of the Investor Owned Utilities in the U.S. with international utility membership from all over the world. The Annual meeting is a unique event that includes the attendance and presentations by the CEOs of member utilities. The theme of this year’s conference was “Electricity Matters”, exploring the exciting changes happening all across the electric power industry.
The first day was full of excitement, with presentations from Ted Craver and Energy Secretary Ernest Moniz. Moniz shared his thoughts about the dramatically changing U.S. energy landscape, outlining the recommendations defined in the administration’s Quadrennial Energy Review (QER), particularly relating to grid modernization, resiliency, and infrastructure investment.
EEI Chairman Ted Craver led a thought-provoking discussion with Elon Musk, CEO and product architect of Tesla Motors, who was joined by Tesla Motors Chief Technology Officer and Co-Founder JB Straubel. The three leaders discussed electric transportation, energy storage, and the role of technology and innovation for utilities and their customers. Other sessions on the first day included:
- Approaches to Grid Security and Resiliency – panel moderated by PPL Corporation Chairman, President and CEO Bill Spence, discussing specific actions and approaches the electric sector is taking to improve grid security and resiliency.
- The Role of the Utility in the Evolving Distribution Grid – Company leaders, regulators, and consumer advocates highlighted the role of the utility in four areas: planning, design and operation, infrastructure enhancement and customer education and protection.
- Complying With the EPA Clean Power Plan – moderated by Gerry Anderson, Chairman and CEO of DTE Energy, the conversation centered on the EPA’s Clean Power Plan and highlighted how new and innovative technologies can quickly change a state’s strategy for complying with the new rules.
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Tags: Cisco, collaboration, digital, Disruption, Energy, future workforce, Internet of Everything, IoE, IoT, operational technology, OT, transformation, utilities
“Drill, baby, drill” makes for an easy mantra when it comes to energy exploration, but the oil and gas (O&G) industry moved past simply drilling long ago with the introduction of digital information processing. For example, integrated production modeling was introduced in the 1970s. With the recent turmoil in the energy industry, the stakes are even higher for O&G companies to work smarter and more efficiently. Forward-looking businesses are making the transition to true digital transformation, which requires the adoption of the Internet of Everything (IoE)—the networked connection of people, process, data, and things—throughout the entire O&G value chain. According to a recent Cisco study, of these four IoE elements, essential “data” is the component most in demand—and the element that needs the most improvement.
Survey respondents identified “data” as the area of IoE they need to improve most to drive insight and value.
However, in many cases it’s not data that’s lacking; O&G firms are awash in data generated by sensors and machines spread throughout their far-flung operations. The struggle comes in capturing real-time operating data closest to the point it’s created, analyzing it in real-time and applying the results to improve functional and business capabilities. To capitalize on the wide range of data IoE generates, O&G firms must overcome three key challenges:
- Automating the collection of data
- Integrating data from multiple—and often far-flung—sources
- Analyzing data to effectively identify actionable insights
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Tags: analytics, Cisco, collaboration, Data Science, digital, Disruption, IIoT, Internet of Everything, IoE, IoT, oil and gas, oil prices, operational technology, OT, thought leadership, transformation