Managing a Marketing and Sales Transformation

Authors: Joel Claret, Pierre Mauger, and Eric V. Roegner

The marketing environment is unprecedentedly changing and becoming more complex. The result is a need to reorganize brand portfolios, rethink spending approaches, generate more fine-grained customer insights, overhaul pricing and segment management, and restructure sales, service, and channel strategies. Each change is a challenge in its own right, and some companies are tackling more than one: GE, for example, has been trying simultaneously to improve the way it approaches innovation, brand management, and customer care. This level of change represents a commercial transformation—that is, a transformation of the company's broad-based marketing and sales elements.

It's difficult to carry off change of this magnitude at a brisk pace: deeply ingrained habits keep employees from embracing new techniques, skill-building efforts break down, and leaders lose focus. To counteract these problems, companies have developed a variety of change-management approaches, particularly in operations, where techniques such as Six Sigma and Total Quality Management (TQM) have flourished. Making change stick typically requires both planning and action—centering change on a powerful aspiration, establishing systems and processes that reinforce the goals of change, modifying mind-sets by creating a sense of shared purpose among employees, conducting targeted skill-building efforts, and creating role models for employees.¹ While such change-management practices are useful, they are difficult to apply to marketing and sales. One reason is that these organizations—encompassing brand managers, market researchers, and segment and channel managers, to name just a few—are more diverse and complex than the shop floors where many improvement programs take place. Figuring out how to keep disparate parts of the organization working together is a key challenge of change. Second, the rationale for transforming a marketing organization is often to jump-start growth. That requires creativity, not just strong execution, so the change effort is more difficult and the related decision making more complex. Finally, the responses of competitors and customers to marketing changes are difficult to predict, so it is hard to eliminate variability (a goal of many operations change efforts); maintaining flexibility is essential; and the establishment of goals and metrics is complicated.

In our experience, five critical ingredients of transformation are key to overcoming these issues (Exhibit 1):

1. Leadership, aspirations, conviction, and clarity of purpose: committed leadership that can bring together disparate parts of an organization to achieve an ambitious and clearly articulated aspiration
2. New ways of working: a combination of improved processes and tools that help make sense of complex information, redefined pivotal roles, and performance management that drives the transformation forward; together, these serve as the foundation of a commercial operating system that, when fully developed, improves consistency, coordination, insight, and decision making
3. Capability building: on-the-job apprenticeship and high-caliber coaching designed to upgrade critical skills while delivering results
4. Changes in mind-sets and behavior: necessary steps such as removing cultural barriers to change and developing a tailored set of interventions to shape behavior
5. Transformation design: an approach that delineates the scope of the journey of change and the support needed to meet its objectives

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Grant