SMBs and Self-Service: Are We There Yet?

Plumbing Tools Arranged On House Plans

The question of whether or when SMBs are going to self-provision online marketing has been a topic of speculation and intense debate for at least a decade.

During the dot-com boom of the early 2000s, waves of companies took a run at the SMB market. Their notion was they could acquire local advertisers with little or no sales outreach. As one high-profile example, Google assumed for several years it could rely on self-service to penetrate the SMB market.

Over time, however, the company realized it had to diversify its approach by building out an extensive partner network of AdWords resellers that had existing SMB relationships. Facebook adopted a similar “go it alone” approach until recently. It too is coming to the conclusion it needs partners with reach into the SMB market.

Despite the challenges and failures of countless local-market startups, many industry observers continue to argue that DIY at scale is just around the corner. The “DIY bears” push back by pointing out that most SMBs lack the time, desire, or expertise to do their own digital marketing effectively. They argue, accordingly, that local sales and service reps are required to educate SMBs and penetrate the local market. This binary debate has persisted for years.

I have subscribed to the latter approach for a long time. Indeed, I’ve frequently used financial management as a model when discussing SMBs and digital marketing, arguing by analogy that most SMBs would prefer to hand off their marketing to a “trusted advisor” and periodically see reports on performance.

But that characterization may no longer be accurate. For a number of reasons, I’m becoming more convinced that technology and SMB inclinations will combine to make some version of effective DIY marketing a possibility for SMBs in the next few years.

First, although the digital marketing services landscape has become increasingly fragmented and complex — an argument against self-service — there appears to be a greater-than-ever appetite for self-service among large numbers of SMBs. This paradoxical situation is a function of SMB distrust of many marketing vendors and a desire for control.

A recent UK-based SMB survey from Bing and agency Latitude White polled 311 SMBs, finding only 18 percent trusted their SEO and PPC agencies. In other words, 82 percent didn’t trust their marketing providers. This kind of suspicion and sentiment may be driving some of the “in-sourcing” of SMB marketing — or at least the desire to do so.

DIY stats

Second, as a technical matter, self-service already appears to be at critical mass. A late 2014 survey of 736 mostly North American SMBs by local SEO firm BrightLocal found nearly two-thirds (64 percent) were handling digital marketing in house. A survey of 1,200 SMBs I developed on behalf of YP a year earlier uncovered similar results. On average, 61 percent said they were in fact managing their own marketing in house across most channels.

Other surveys tell a different story. Data from a 2014 Thrive Analytics poll of 760 SMBs found that on average, SMBs were working with between two and five marketing services providers across multiple channels, notwithstanding the desire to work with fewer providers.

Third, across the industry SMB advertiser churn rates remain high. This is reflective of a number of challenges, chief among them SMB skepticism and frustration with third-party marketing providers.

Fourth, solutions simple enough to make self-service viable are beginning to emerge. Home services marketplace Thumbtack recently told me it had 200,000 local businesses paying for leads and very high retention (there are no monthly recurring fees). Acquisition is all accomplished through online marketing and there are no outside or inside sales reps. The SMBs sign up themselves, through there is some post-acquisition support from an offshore team that helps with onboarding issues.

There are other such examples as well. Programmatic may soon be instrumental in helping SMBs reach the right audiences across platforms with relatively little effort. Cidewalk is an example of a mobile display solution for SMBs that has promise though it’s not quite there. Google’s own AdWords Express is another offering that points toward a more DIY future. And if Facebook, which has been directly and indirectly arguing it’s the only marketing solution that SMBs need, can solve some of its ROI and attribution challenges, it may well see lots of direct, DIY adoption of Facebook Ads. Smaller SMBs are hungry for simplification and for self-service options that avoid agency fees. The point is that technology will ultimately remove at least some of the complexity and fragmentation from the market.

Finally, self-service solutions also may be driven by the costs of maintaining a large sales organization. Rather than the DIY vs. do-it-for-me dichotomy, we’re likely to see an increasingly stratified local market that looks a lot like a three-cabin airplane seating chart. High and middle-spending SMBs will see sales outreach (increasingly on the phone), while the “economy” segment of the market will be prompted to self-serve.

My outlook is these forces, combined with the incentives in the market, will start to generate tools and capabilities that will make self-service real and meaningful for large numbers of SMB marketers within the next three to five years.

Greg SterlingGreg Sterling is VP of strategy and insights for the Local Search Association (LSA). He is also a contributing editor at leading tech blogs Search Engine Land and Marketing Land. Sterling has been conducting research and writing about location-based and small business marketing trends since 2000.

  1. gregsterling
    October 28, 2015

    One of the caveats that got edited out of my article was the notion that despite high rates of in-house management of marketing by SMBs effectiveness of those efforts/campaigns is a major issue. That’s part of any solution that makes self-service more viable.

    Matergia and I are not really in a debate — though there may be semantic differences — we’re saying something similar: technology will make effective marketing solutions more available to SMBs will a modest or non-existent learning curve. Full service providers will be utilizing these tools as well.

    1. October 28, 2015

      Hey Greg- glad to read this comment because I had the exact thoughts this morning after reading the “debate” piece followed by reading your article here. While I believe StreetFight wanted to point out that there is an industry wide debate within companies on what their best go to market strategy might be, I don’t think you and I are in disagreement at all.

      I agree with you in that we are saying largely the same thing ins different ways. Points that may have gotten lost in the editing process in my piece is that I do not think Do Nothing or DIY are the end all be all go to market strategies for SMB digital marketing but rather agree with you that the technology has come to a point that they can now be a more viably way of successfully engaging with and bringing SMBs online. There will always be a place for higher end servicing and account management for different business types and spend levels but here too, technology can help as well to create efficiencies for those providers. Where DN and DIY shine is that they can now lower the barriers to entry for SMBs when it comes to both price and sophistication.

      1. gregsterling
        October 28, 2015

        Yes agree. We should chat on the phone at some point to discuss.

        1. October 28, 2015

          Definitely- – feel free to reach out and we’ll set something up

      2. Noah Elkin
        October 28, 2015

        Glad to see that there’s a debate, or at the very least, a discussion going on in the comments on this topic. The point of the debate piece, as Matt rightfully points out, was to highlight the larger debate going on in the industry, not to try and pit your two pieces against each other (although an actual debate might be interesting to explore for a future forum, virtual or otherwise). I think both pieces clearly indicate there’s not going to be an all-or-nothing outcome, and that whether it’s DIY, DIFM, DIWM, or DN, there is going to be a broad range of needs to serve, and a variety models that will serve them.

  2. October 28, 2015

    Very insightful article, Greg. I concur that SMBs often suffer from companies that over promise and under deliver. Given the fact that most have limited marketing budgets to begin with, combined with the notion that small business owners tend to have a DIY attitude anyway, it’s no wonder they prefer to manage marketing in-house. What’s the adage?: “Fool me once, shame on you; fool me twice, shame on me.” It applies in this context.

  3. Terry Heaton
    October 30, 2015

    Well stated, Greg (as always). There’s another nuance here that doesn’t get talked about enough and that is the extraordinary amount of money leaving local markets under the current hegemony. If you believe Borrell’s numbers – and I do – the total dollars leaving DMRs is staggering. Ultimately, SMBs need a LOCAL solution, for the damage they’re doing to the local economy is going to bite them in the rear sooner or later.

  4. November 4, 2015

    Very interesting post Greg. Our experience growing up to 30K DIY Web Marketing subscribers has been challenging. We choose to acquire them through partners, mostly hosting companies like 123reg in the UK for example. The challenges are very high: acquiring customers without solution selling or reps requires lots of volume and creative ways to trial and upsell. Retention requires important doses of support and consultancy. And at any case, users are starving for education. Is also interesting to see that many times our users are small agencies while the customer is the SMB owner who delegates the service. So we are facing hybrid DIFM, DIWM models all around.

    When talking about DIY Marketing, I use to point at the eclosion of WordPress as a sign of this trend and how a flexible, open platform gives opportunities to agencies and end users to control their web presence despite the complexity of use of WP. But the lack of UX is covered by extensive documentation, online courses and plugins that substitute the service. Keep up the discussion.

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