3 MUST Focus Areas for Growth Managers

There is an increasing amount of noise out there about what a growth hacker or a growth manager (please don’t confuse these two!) should do to drive 10x growth in organizations. I’ve seen a lot of tactical suggestions, examples and strategies, ranging from PPC, A/B testing, to branding and sales organization setup, but very few talk about the WHYs, the reasons behind all the tests and the activities, the larger picture, the strategic intent. Sure, you can argue that it could be all for growth.

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Growth for growth’s sake is not sustainable and is a bigger danger to a company than not having growth in the first place!

Here’s my take on it. Every Growth Manager who is building a sustainable oranization must focus on the following 3 elements:

  1. Product Marketing
  2. Business Development
  3. Investors & Other Key Stakeholders

1. Product Marketing

The Growth Manager needs to understand the customer and be able to work with the product & sales teams to develop benefit statements and compelling stories.

They own the message, the brand and the marketing strategies, channels and budgets and are responsible for lead generation, PR, thought leadership, influencer relationships and all other brand building activities. They own the paid, earned , owned media mix and drive brand awareness both industry-wide and to customer segments.

Here’s a very good definition given by Openview Partners:

Product Marketing also focuses on understanding the market and market needs, but with an emphasis on understanding the buyer of the company’s products and services. Product Marketing is responsible for developing positioning, messaging, competitive differentiation, and enabling the Sales and Marketing teams to ensure they are aligned and work efficiently to generate and close opportunities.

Deliverables: Product Marketing Strategy, Marketing Assets (website, branding, PR, messaging), Marketing Campaigns

2. Business Development

If a Growth Manager focuses on just the first point, then they are effectively a Product Marketing Manager. However, given the moment a growth manager joins the organization, they are required to step up and step in the business development process, as well as the marketing process.

That way, they learn two important things – first hand customer feedback on product marketing messages and materials that sales teams need in order to be successful. The feedback is very useful in refining and iterating on product benefits, narrative, angle, story, case studies, customer success showcases.

The materials needs assessment feeds into creation of product sheets, pitch decks, videos, websites, communication campaigns, email marketing, automation flows, lead nurture campaigns – any activity that the sales team needs “air support” for in the process of moving leads down the funnel to opportunities and active customers.

Deliverables: Business Development Strategy, Sales Funnel, Sales Pipeline Management, Sales & Marketing Collateral (white papers, product sheets, videos, presentations, nurture campaigns)

3. Investors & Other Key Stakeholders

To ensure healthy and sustainable growth, the last piece of the Growth Manager puzzle is resource & stakeholder management. They must always think two steps ahead of the game, making sure the team is ready to raise the next round, ready to bring in the right people to expand the team and ready to present itself in front of customers.

Growth Managers need to figure out how the company should look like, what it needs to become, in order to grow into that picture piece by piece. It can be the way the branding is portrayed, the way the website is designed and structured, the way you handle recruitment & employer branding and how all of these are externally perceived by stakeholders other than customers – i.e. investors, partners, future employees, peers.

Deliverables: Marketing Collateral, Investor Relations Collateral (decks, website, marketing and sales assets), Employer Branding Strategy & Collateral

If you are a Growth Manager today or planning to become one, you must keep your actions focused on all three of the elements to ensure consistent, sustainable results delivery. Hey, one day you could be the CEO of the company.

What’s missing from Ebay Argos drop-off in the UK

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I recently sold something via eBay and had to deliver it to Glasgow. It was a rather large package so regular post would have costed me in the range of double digits. That’s why I chose the eBay drop-off service via Argos, which I though would ease the process and make it cheaper. How wrong I was, you’ll soon find out. There are three episodes to this, all proving that the drop-off system needs a lot more work – both on communications & on operations.

Sunday

As I said, it was a rather large package, so I spent the morning searching for something to use as packaging, as the eBay section did say that I have to do it on my own. Argos does not provide packaging, nor do they sell it, which is poor judgement, from my point of view. Anyway, I went out to ship it via the Old Street Argos, most convenient option for me, and, when I got there, the lady at the counter did not only charge me before checking if the package can be accepted, but then refused to offer me a solution other than a refund and instructions to go to the post office to get “proper packaging”. When I asked what that was and how should I have known what “proper packaging” is, she called the manager who simply said: The eBay pickup guy will not take it. She also quoted me, charged and refunded me for a “medium package”, a thing that would alter my decision making process.

Tried to get packaging at Ryman, but they only had it with the DHL delivery, which was quoted at £17, an amount I would regret to not have take later on.

Time wasted: 2 hours
Money wasted: £5 for getting there and back

Monday

On Monday, I went to the post office and got “proper packaging” for £4. Okay, over my budget, but that’s a learning point. Tried to deliver it directly via the post, but they would have charged me £16 on top of the £4 already paid. SO I decided to go to Argos at Old Street once again. Big mistake. This time the machine was not working and there was no one to fix it at the time I went to drop off the package, so I went home.

Time wasted: 30 minutes
Money wasted: £2.5 for the extra trip

Tuesday

Finally, on Tuesday morning, I decided to change the Argos and went for the one in Camden Town. Even though the other Argos had quoted and charged me for the “medium package”, this Argos rep decided that my package is actually large, so I had to pay £2 extra for the delivery. What’s more, even though the store opens at 9am, there were people standing outside of the store up to 15 past, since they were waiting for someone to open the door. And I’m not even going to mention how long it took me to wait for the package to be handled.

Time wasted: 30 minutes
Money wasted: £2.5 for the trip, £2 for the extra charge

All in all, eBay drop-off seemed like a good idea, but it’s so poorly designed and executed that it took me three days, more money and many hours wasted, whereas I could have just sent it via Ryman’s DHL, that included packaging with £17. It wasted me a total of £12 and 4 hours, plus the frustration. Good job Argos & eBay.

Image source: Wikipedia