For almost one in two German marketers (47%), organizational change towards digital marketing is at the top of the agenda. The use of marketing technologies is of crucial importance in order to keep pace with customer requirements in the age of the digital economy. The study "The rise of the marketer - Western Europe" is part of a global survey sponsored by Marketo and examines the opinions of 256 Western European marketing managers. The study results provide insights into the challenges, investment plans and predictions of marketers today and over the next five years.
"Today's marketer is at a crossroads," says Sanjay Dholakia, Chief Marketing Officer at Marketo. "The relationship between companies and customers is increasingly characterized by digital channels and marketing has the best prerequisites to occupy these channels. However, this also means greater responsibility for marketers, who are increasingly shaping corporate strategy and exerting a growing influence on company sales."
The study identifies a number of developments in which marketing will change radically, including
1. the tasks of the marketer - today and in the coming years
The overwhelming majority of European marketers (87%) are convinced that structures and processes within their marketing organization will have to change fundamentally in the next three to five years in order to keep up with the increased demands of customers and technology.75 percent of European marketers believe that advertising & brand development (75 percent), customer experience & engagement (59 percent) and product management (58 percent) are currently the most important tasks of the marketing department. According to the respondents, this will change in the next three to five years. The respondents expect the greatest changes in the area of advertising: the estimated relevance will fall by 30 percentage points to 45%. Customer loyalty, on the other hand, will experience a significant relative increase in importance: 58% of German marketers see it as an important business area in the coming years. According to German marketing managers, cross-selling/upselling (57%) and e-commerce (54%) are also gaining in relative importance.
2. customer journey and customer experience are entirely the responsibility of marketing
In this context, the design of the customer experience can be seen as a key factor. For many European marketing managers, accompanying the customer throughout the entire customer journey is already the focus of their work. 47% are absolutely convinced that marketing currently promotes the development of customer relationships, loyalty and retention. According to the respondents, this figure will increase over the next three to five years (61%). Looking at the statements of German marketing managers, 61% agree that the marketing department is currently expected to manage the customer experience from the beginning to the end of the customer lifetime - in the next three to five years, this figure will rise to 82%.
3. marketing is evolving from a cost factor to a sales driver
The contribution of the marketing department within the company is changing. Over half of those surveyed (58%) stated that marketing is currently perceived as a cost factor. However, 73 percent believe in a change and think that managing directors will classify marketing as a sales driver in the next three to five years. In addition, 70 percent of marketers believe that marketing will have a major influence on corporate strategy in three to five years' time - in comparison, only 53 percent believe this today.
4. increasing investments in the area of digital marketing
In view of the upheavals in marketing, European companies need to demonstrate flexibility. When asked about the biggest challenges, 38% of marketing managers cite insufficient budgets, 25% have difficulties measuring their ROI and 33% are struggling with the adjustments in the field of digital marketing. The latter is a particular concern for German marketers: for almost one in two respondents (47%), the focus in the coming years will be on digital change in marketing.
5. marketers must use technology successfully
Today, customers are able to end their relationship with a brand in seconds with the click of a mouse. Avoiding this and continuously interacting with the customer is increasingly becoming the main task of marketers. However, many of them do not feel sufficiently equipped for successful customer communication. Only 26 percent of European marketing managers use technology to maintain an ongoing dialog with customers. The possibilities of data analysis are also not yet fully exploited: 45 percent of European marketers state that their team does not yet use data effectively to gain information about customer behavior. Despite the as yet untapped potential for technological development, the majority of those surveyed believe they are up to the upcoming challenge: 58% are very confident that they will be able to enter into a trust-building dialog with customers in three to five years with the help of data and modern technologies.
6. mobile marketing & Internet of Things most relevant technological trends
In Europe, 35% of marketers plan to invest in mobile marketing in the next three to five years. 34 percent plan to spend on social marketing and24 percent on marketing analytics. When asked about the most influential technology trends of the future, 52% believe that the Internet of Things will revolutionize their work by 2020, followed by mobile transactions in real time (43% of marketers). It is striking that German marketers are focusing on a technology that is considered less important by their European colleagues: In this country, 45 percent believe that wearables will be the dominant technology, compared to just 28 percent in France and the UK.
Further results can be found in the full study, which is available for download: The Rise of the Marketer - Western Europe
Methodology of the study
The global study by the Economist Intelligence Group (EIU), which was sponsored and published by Marketo, surveyed 600 high-ranking marketing executives about their views on the future of marketing. The report "The rise of the marketer - Western Europe" deals exclusively with the assessments of Western European marketers. The responses of 256 marketers were analyzed, including 74 participants from Germany, 72 from France and 64 from the UK. Other participants came from Belgium, Finland. Italy, Norway, Spain, Sweden and Switzerland.