Sales and marketing alignment is a hot topic for most sales and marketing organizations and has been since the beginning of business. Here on the HubSpot blog, we’ve published several posts outlining ways sales and marketing organizations can work better together.
For many companies, sales and marketing alignment efforts have been in place for a while, and in order for the business to grow, scale, and better support its customers, customer support organizations also need to be a part of the conversation.
If your sales and marketing organizations already work well together but want to be more intentional about supporting customers, revenue operations may bridge the gap.
What is revenue operations?
Within a company, Revenue Operations (also known as RevOps) is responsible for aligning the operations functions supporting the sales, marketing, and customer service organizations.
The role of Revenue Operations is to ensure accountability and synchronicity among the goals and activities of organizations that are responsible for driving revenue, which is typically between sales, marketing, and customer service. Alignment between these three groups is especially important for B2B companies. Across all industries, consistent revenue growth is a challenge for 78% of B2B companies. A well-executed Revenue Operations strategy may solve these challenges.
Revenue Operations is a fairly new concept, but many companies are catching on fast. According to the LeanData State of Revenue Operations, there was a 55% increase in Revenue Operations adoption from 2018 to 2019. Additionally, in 2018, Director of Revenue Operations job titles surpassed Director of Sales Operations by 68% on LinkedIn.
While the goals and tactics of a Revenue Operations organization could vary depending on the company’s objectives, these are some of the key metrics that measure Revenue Operations success:
Annual Recurring Revenue
Customer Lifetime Value
Customer Turnover Rate
Sales Cycle Time
If these efforts sound familiar to you, you may be wondering, “what is the difference between sales and marketing alignment and Revenue Operations?"
The short answer is, there are several differences. Let’s break down what they are.
Sales and Marketing Alignment vs. Revenue Operations
Essentially, sales and marketing alignment comes down to communication between those two separate functions. When those separate organizations have a clear delineation of work and have open, frequent communication with one another so their efforts are complementary instead of contrasting or duplicative, they can be considered aligned.
When sales and marketing organizations are aligned, there is a synergy between their organizational workflows, and processes in place outlining a clear hand-off of leads from marketing to sales. Aligning sales and marketing teams typically occurs between the respective members of each team, along with sales enablement and marketing ops organizations.
Do you notice anything missing there? As reported in the LeanData State of Revenue Operations, 95% of B2B firms agree the ability to provide a seamless and consistent positive experience throughout the customer lifecycle is key for increasing revenue. If creating a good experience for the customer is so important, it is critical that customer service is included in the conversation.
According to the SiriusDecisions State of Revenue Operations Study, the biggest areas of misalignment for B2B companies is between their sales enablement and customer service organizations, and their marketing ops and customer service organizations. This shows a clear disconnect between how companies need to operate to keep their customers happy, and how they are currently functioning.
While sales and marketing alignment focuses on communication needed to attract and convert customers, Revenue Operations focuses on optimizing the entire customer lifecycle to increase revenue potential. Implementing a Revenue Operations strategy can be an effective way to ensure a company’s customer lifecycle is optimized to its fullest ability.
Revenue Operations Adoption
As I mentioned before, Revenue Operations is still a fairly new concept. However, preliminary research shows it can be a promising approach for companies looking to break through a plateau.
Many companies are in the process of adopting a Revenue Operations strategy. Between 2018 and 2019, there was an 80% increase in companies building a Revenue Operations group.
57% of companies that have not yet adopted a Revenue Operations strategy plan to in the future.
The biggest challenges companies face in implementing Revenue Operations include company resources, inconsistent data, and disconnected systems.
As you can see, the data is showing some promising benefits of Revenue Operations adoption, however, there are some challenges B2B organizations must overcome to reap its benefits.
Companies with an existing revenue engine say having a lack of quality, centralized, accessible data is one of their greatest obstacles preventing them from providing a top-tier customer experience. When implemented correctly, Revenue Operations should support the centralization of data for all teams that support the revenue engine, though it may take some work for companies to get to that point.
B2B companies looking to consistently bring in more revenue may want to consider prioritizing a Revenue Operations to stay competitive. Check out The Ultimate Guide to Sales Operations to learn more ways to optimize your company’s revenue-earning potential.
Originally published Jun 30, 2020 8:30:00 AM, updated November 17 2020