


Go-To-Market Architecture - Complete Guide For Marketing Leaders
By:
Jul 20, 2025
Marketing leaders struggle with fragmented go-to-market strategies that leave product, marketing, and sales teams working in silos. A comprehensive go-to-market architecture provides the strategic framework and operational systems needed to align teams, accelerate launches, and drive consistent pipeline generation from Series A through IPO.
Most B2B SaaS companies face the same challenge: brilliant products that fail to gain market traction because of disconnected execution. The solution lies in building a unified go-to-market strategy framework that connects every touchpoint in the buyer journey while enabling rapid deployment of campaigns and assets.
This guide reveals how senior marketing leaders can implement battle-tested architecture that transforms scattered efforts into a cohesive revenue engine. The framework covers everything from narrative alignment and website optimization to lifecycle campaigns and pipeline acceleration tactics that deliver measurable results.
Key takeaways
Go-to-market architecture aligns product, marketing, and sales teams around a unified narrative and execution strategy
Rapid deployment capabilities enable weekly campaign launches and conversion-optimized website updates
Senior-level execution guidance accelerates pipeline generation for high-growth B2B SaaS companies
Go-To-Market Architecture For Marketing Leaders
Marketing leaders need a structured approach to deliver products to target markets while maximizing revenue and competitive advantage. The architecture encompasses strategic planning essentials, performance measurement frameworks, and risk mitigation strategies that drive sustainable growth.
Go-to-market strategy essentials
A comprehensive go-to-market strategy requires three core layers: market strategy, buyer strategy, and engagement strategy. Each layer builds upon the previous one to create a cohesive framework.
Market Strategy Layer
Identify priority market segments (macro and micro)
Determine cost-effective market reach approaches
Conduct thorough market research to validate assumptions
Buyer Strategy Layer Marketing leaders must develop detailed buyer personas based on customer needs analysis. This layer focuses on mapping product offerings to specific buyer requirements and pain points.
Engagement Strategy Layer The engagement strategy establishes tactical execution plans for sales and marketing teams. It provides the foundation for customer-facing roles and determines optimal touchpoints throughout the buyer journey.
The marketing plan should align with broader business objectives while maintaining flexibility to adapt to changing market conditions. Teams must regularly reassess their approach based on performance data and market feedback.
Key performance indicators for SaaS teams
SaaS marketing leaders track specific metrics that indicate go-to-market effectiveness and revenue impact. These key performance indicators provide actionable insights for strategy optimization.
Revenue Metrics
Monthly Recurring Revenue (MRR) growth rate
Customer Acquisition Cost (CAC) by channel
Customer Lifetime Value (CLV) ratios
Sales cycle length and conversion rates
Engagement Metrics Teams monitor product concept adoption rates, feature utilization, and user engagement patterns. These metrics reveal how well the target market responds to positioning and messaging.
Operational Metrics
Lead generation volume and quality scores
Marketing Qualified Lead (MQL) to Sales Qualified Lead (SQL) conversion
Pipeline velocity and deal progression rates
Customer retention and expansion metrics
Marketing leaders should establish baseline measurements before implementing new strategies. Regular performance reviews ensure teams can quickly identify trends and make data-driven adjustments to their approach.
Common pitfalls in GTM planning
Marketing leaders frequently encounter predictable obstacles that derail go-to-market execution. Understanding these common pitfalls helps teams avoid costly mistakes and accelerate time-to-market.
Misaligned Stakeholder Expectations Executive teams often define go-to-market strategy differently, creating internal confusion and conflicting priorities. Clear documentation and regular alignment meetings prevent this issue.
Inadequate Market Validation Teams sometimes skip comprehensive market research or rely on outdated buyer personas. This leads to messaging that fails to resonate with the target market and poor conversion rates.
Resource Allocation Errors Marketing leaders may spread budgets too thin across multiple channels or concentrate efforts on unproven tactics. Successful teams prioritize channels based on historical performance and target audience preferences.
Measurement Gaps Organizations frequently lack proper tracking mechanisms for key performance indicators. Without accurate data, teams cannot optimize their strategies or demonstrate ROI to stakeholders.
Teams should establish clear ownership of the go-to-market process to avoid multiple competing strategies within the same organization.
Unifying Product, Marketing, And Sales Around A Single Narrative
Teams that share consistent messaging across all touchpoints create stronger buyer experiences and accelerate deal velocity. When product, marketing, and sales teams align on customer pain points and solution positioning, they eliminate confusion and build trust throughout the buyer journey.
Aligning messaging across channels
Marketing leaders must establish a central message framework that translates across product documentation, sales pitches, and marketing campaigns. This framework starts with identifying core customer pain points and mapping them to specific solution capabilities.
Product teams should document feature benefits using the same language that sales uses in demos. Marketing teams need to ensure website copy, email campaigns, and content pieces reflect identical value propositions.
Create a shared messaging document that includes:
Primary value proposition for each buyer persona
Key differentiators with supporting proof points
Customer pain point descriptions and solutions
Competitive positioning statements
Sales enablement materials must mirror marketing messaging exactly. When a prospect moves from a marketing-qualified lead to a sales conversation, they should hear consistent language and positioning.
Narrative design for go-to-market initiatives help teams create compelling stories that resonate across all customer touchpoints. This approach ensures every interaction reinforces the same core message.
Improving handoffs between teams
Effective handoffs require structured processes and shared visibility into prospect engagement. Marketing teams must provide sales with detailed context about each lead's journey and interests.
Lead scoring systems should include both demographic and behavioral data. Sales teams need to know which content pieces prospects consumed, which webinars they attended, and which pain points they expressed interest in.
Implement these handoff improvements:
Detailed lead notes with engagement history
Standardized qualification criteria both teams agree on
Regular feedback loops between marketing and sales
Shared CRM visibility for all prospect interactions
Sales teams should update marketing on common objections and questions they encounter. This feedback helps marketing create more targeted content and refine messaging to address real buyer concerns.
Product marketing and sales alignment becomes critical when teams share accountability for revenue outcomes rather than just their individual metrics.
Driving pipeline with unified goals
Revenue-focused metrics create natural alignment between product, marketing, and sales teams. When all teams share pipeline and revenue targets, they prioritize activities that drive business growth.
Shared KPIs should include pipeline velocity, deal size, and win rates rather than just individual team metrics. Marketing teams track revenue attribution while sales teams provide feedback on lead quality and conversion rates.
Establish unified goal structure:
Team | Primary Metric | Secondary Metric |
---|---|---|
Product | Feature adoption rate | Customer retention |
Marketing | Marketing-qualified pipeline | Cost per acquisition |
Sales | Closed-won revenue | Sales cycle length |
Weekly pipeline reviews should include representatives from all three teams. Product teams can identify which features correlate with faster deal closure, while marketing teams can adjust campaigns based on sales feedback.
Teams that align around customer success metrics — like time-to-value and expansion revenue — create stronger long-term growth. This approach ensures the entire organization focuses on delivering value rather than just closing deals.
Rapid, Conversion-Ready Website And Comparison Page Launches
Marketing leaders need websites that convert visitors into qualified leads within seconds of landing. Strategic comparison pages capture high-intent prospects actively evaluating solutions while demonstrating clear competitive advantages.
Building high-converting SaaS websites
SaaS websites must communicate value propositions immediately through above-the-fold messaging. The headline should state the primary benefit customers receive, not generic product descriptions.
Essential conversion elements include:
Clear value proposition within 10 seconds of page load
Single primary call-to-action (CTA) button above the fold
Social proof through customer logos or testimonials
Product demonstration via embedded video or interactive demo
Navigation should remain minimal with 5-7 menu items maximum. Each page serves one conversion goal — either capturing leads or directing to product demonstration.
Website conversion rates improve significantly when pages load under 3 seconds. Marketing leaders should prioritize technical performance alongside messaging clarity.
Forms require only essential fields. Email and company name generate sufficient lead qualification data. Additional fields reduce conversion rates by 25-30% across B2B SaaS companies.
Effective SaaS comparison pages
Comparison pages target prospects researching "Product A vs Product B" searches. These pages capture bottom-funnel traffic with high purchase intent.
Key comparison page elements:
Element | Purpose | Impact |
---|---|---|
Feature comparison table | Side-by-side product analysis | Increases time on page by 40% |
Unique selling points | Competitive differentiation | Drives 60% of conversion actions |
Customer testimonials | Social proof validation | Improves trust scores by 35% |
Marketing leaders should focus on 5-7 core features that matter most to target customers. Avoid overwhelming prospects with exhaustive feature lists.
Competitor comparison landing pages generate 3x higher conversion rates than generic product pages. These pages must remain factual and avoid negative competitor messaging.
Include customer quotes from companies that switched from competitors. Specific results and metrics strengthen credibility more than generic praise.
Optimizing for lead and demo conversions
Demo requests indicate strong purchase intent and require immediate sales team response. Marketing leaders should optimize demo conversion paths across all website touchpoints.
Demo conversion optimization tactics:
Contextual demo CTAs on feature pages
Exit-intent popups offering product demonstrations
Video thumbnails linking to demo scheduling
Progressive profiling to reduce form friction
Lead magnets work best when they solve immediate prospect problems. Industry reports and ROI calculators generate higher-quality leads than generic whitepapers.
A/B testing reveals which value proposition messaging resonates strongest. Marketing leaders should test headline variations, CTA button colors, and form field requirements monthly.
Demo scheduling pages should display available time slots immediately. Calendar integration reduces booking friction and increases completed demo rates by 45%.
Launching playbooks and lifecycle campaigns in weekly sprints
Weekly sprint cycles compress traditional go-to-market timelines from months to weeks, enabling rapid testing and iteration of campaign elements. Modern SaaS marketing teams deploy structured playbooks within seven-day intervals to maintain momentum while preserving campaign quality through systematic execution frameworks.
Agile GTM launch playbooks
Agile GTM launch playbooks break product launches into discrete weekly deliverables. Each sprint targets specific launch components — messaging frameworks, sales enablement materials, or channel activation sequences.
Marketing leaders structure playbooks around four core sprint types:
Foundation sprints: Positioning, messaging, and competitive analysis
Content sprints: Blog posts, case studies, and sales collateral
Channel sprints: Email sequences, social campaigns, and partner materials
Optimization sprints: A/B testing, performance analysis, and iteration
Weekly retrospectives identify bottlenecks and adjust subsequent sprint priorities. Teams maintain product roadmap alignment through daily standups that surface dependencies between marketing deliverables and engineering milestones.
Sprint backlogs contain granular tasks with clear acceptance criteria. Marketing managers assign story points based on complexity and resource requirements, ensuring realistic sprint commitments that prevent team burnout.
Lifecycle campaign frameworks for SaaS
SaaS lifecycle campaigns operate on recurring weekly sprint cycles that target specific customer journey stages. Each sprint develops content and automation sequences for distinct behavioral triggers or engagement patterns.
Onboarding sprint structure typically follows this pattern:
Sprint Week | Campaign Focus | Primary Deliverables |
---|---|---|
Week 1 | Welcome sequence | 3-email series, product tour videos |
Week 2 | Feature adoption | Interactive guides, success metrics |
Week 3 | Value realization | Case studies, ROI calculators |
Week 4 | Community integration | Webinar invites, user group access |
Marketing teams use iterative campaign development to refine messaging based on engagement metrics. Weekly analysis reveals which campaign elements drive progression to the next lifecycle stage.
Retention-focused sprints address churn risk indicators through targeted intervention campaigns. Teams create automated workflows that trigger based on usage patterns, support ticket volume, or billing events.
Sprint-based content execution
Content creation within weekly sprints requires standardized production workflows and clear role definitions. Marketing teams establish content backlogs prioritized by launch timing and strategic importance.
Daily content sprint activities include:
Monday: Sprint planning and assignment review
Tuesday-Thursday: Content creation and initial reviews
Friday: Final approvals and publication scheduling
Teams maintain content velocity through template libraries and approval automation. Standard operating procedures eliminate decision fatigue while ensuring brand consistency across all deliverables.
Content sprint metrics track both output and engagement performance. Marketing managers monitor pieces published per sprint, average review cycles, and content performance scores to identify process improvements.
Sprint-based execution enables rapid response to market changes or competitive moves. Teams can pivot content themes within a single sprint cycle, maintaining relevance without disrupting broader campaign timelines.
Senior-Level Go-To-Market Execution For Series A To IPO Teams
Growth-stage companies require experienced GTM leaders who can build scalable processes while maintaining velocity. These senior hires bring proven frameworks for pipeline generation and operational efficiency that directly impact revenue growth.
Scaling GTM ops with senior talent
Senior GTM leaders implement structured processes that replace ad hoc approaches common in early-stage companies. They establish clear role definitions, reporting structures, and accountability metrics across sales, marketing, and customer success teams.
How SaaS companies scale their go-to-market teams from founding to post-IPO requires specific hiring sequences and headcount ratios. Senior leaders understand these benchmarks and can prevent costly hiring mistakes.
Key senior roles include:
VP of Sales Operations
Head of Revenue Marketing
Director of Customer Success
VP of Partnerships
These executives bring experience from multiple growth stages. They know when to invest in automation versus manual processes and how to structure compensation plans that drive the right behaviors.
Senior talent also provides strategic guidance on market expansion and product development alignment. They understand buyer journey complexities and can identify bottlenecks in the sales cycle before they impact pipeline velocity.
Benefits for growth-stage SaaS brands
Senior GTM executives reduce the learning curve that often slows Series A to Series C companies. They bring proven playbooks for market entry, competitive positioning, and channel development that accelerate time-to-market.
Revenue impact areas include:
Deal size optimization — Senior leaders know how to move upmarket and increase average contract values
Sales cycle compression — They implement qualification frameworks that eliminate low-intent prospects earlier
Customer retention — They build success programs that reduce churn and expand existing accounts
These leaders also establish cross-functional alignment between product development and revenue teams. They create feedback loops that inform product roadmaps based on market demand and competitive landscape changes.
Growth-stage brands benefit from their network effects. Senior executives bring relationships with potential customers, partners, and talent that can accelerate business development initiatives.
Reducing time-to-pipeline
Senior GTM leaders implement demand generation engines that produce qualified pipeline faster than traditional approaches. They understand lead scoring, attribution modeling, and campaign optimization at scale.
Pipeline acceleration tactics:
Multi-touch attribution systems
Account-based marketing programs
Sales and marketing alignment frameworks
Automated lead nurturing sequences
They also optimize the sales pipeline through better forecasting and deal management processes. Senior leaders know how to identify deal risks early and implement coaching programs that improve win rates.
Executing the go-to-market plan requires structured frameworks that senior leaders bring from previous roles. They establish weekly pipeline reviews, monthly business reviews, and quarterly strategic planning sessions that maintain momentum.
Time-to-pipeline improvements typically show results within 90 days. Senior leaders focus on high-impact activities first — improving lead quality, shortening sales cycles, and increasing deal velocity through better qualification and discovery processes.
Always-On Guidance To Shorten Time-To-Pipeline Generation
Marketing leaders need real-time optimization systems that continuously improve pipeline velocity while maximizing team productivity. Structured guidance frameworks enable rapid adaptation to market changes and maintain consistent demand generation across all marketing channels.
Continuous GTM optimization
Marketing teams require systematic approaches to refine their go-to-market processes without disrupting active campaigns. Real-time data analysis identifies bottlenecks in the sales funnel before they impact revenue generation.
Performance monitoring systems track key metrics across all marketing channels simultaneously. Teams can spot declining conversion rates within 24-48 hours rather than waiting for monthly reports.
Account-based marketing campaigns benefit from continuous A/B testing of messaging and targeting parameters. Marketing leaders adjust campaign elements weekly based on engagement data and pipeline velocity metrics.
Optimization workflows include:
Daily pipeline health assessments
Weekly channel performance reviews
Monthly strategy refinements
Quarterly goal realignment
Marketing automation platforms provide pipeline generation strategies that integrate with existing tech stacks. These systems flag underperforming segments automatically.
Lead scoring models require constant calibration as buyer behavior evolves. Marketing teams update scoring criteria monthly to maintain accuracy in lead qualification processes.
Maximizing marketing team output
Resource allocation directly impacts pipeline generation speed and quality. Marketing leaders must balance team capacity across demand generation activities while maintaining campaign effectiveness.
Task prioritization frameworks help teams focus on high-impact activities. Marketing managers assign resources based on pipeline contribution potential rather than activity volume.
Cross-functional collaboration reduces handoff delays between marketing and sales teams. Shared dashboards provide visibility into lead progression and conversion bottlenecks.
Team productivity metrics include:
Leads generated per marketing hour
Time from MQL to SQL conversion
Campaign setup and launch speed
Content creation efficiency
Marketing technology investments should reduce manual work while improving output quality. Teams achieve 30-40% productivity gains through proper automation implementation.
Regular skill development ensures team members can execute proven tactics to accelerate sales pipeline generation. Training programs focus on data analysis and campaign optimization techniques.
Guidance for adapting to change
Market conditions shift rapidly in B2B SaaS environments. Marketing leaders need structured approaches to pivot strategies without losing momentum in their demand generation efforts.
Change management protocols help teams respond to market shifts within weeks rather than months. These frameworks include decision trees for common scenarios and escalation procedures.
Competitive intelligence systems alert marketing teams to industry changes that might impact their marketing channels. Teams can adjust positioning and messaging before competitors gain advantages.
Adaptation strategies cover:
Budget reallocation procedures
Campaign pause and restart protocols
Team restructuring guidelines
Technology stack modifications
Sales funnel analysis reveals which stages require immediate attention during market transitions. Marketing leaders prioritize changes that protect pipeline flow over cosmetic improvements.
Documentation systems capture successful adaptation strategies for future reference. Teams build institutional knowledge that reduces response times to similar challenges.
Emergency response plans outline steps for major market disruptions. Marketing leaders maintain continuity in account-based marketing programs even during significant strategy shifts.
Why B2B SaaS leaders choose Genesys Growth
Genesys Growth delivers specialized expertise in go-to-market engineering that transforms how B2B SaaS companies approach revenue growth. Their focus on actionable strategies and proven methodologies helps marketing leaders build sustainable competitive advantages in crowded markets.
Unique value for B2B SaaS marketers
Genesys Growth specializes in go-to-market engineering strategies that address the specific challenges B2B SaaS companies face. Their approach combines technical marketing expertise with deep understanding of SaaS business models.
Key differentiators include:
Cross-functional team optimization
Revenue-focused marketing operations
Scalable growth frameworks
Data-driven customer acquisition strategies
The company's methodology centers on building lean, efficient teams that drive both customer retention and brand awareness. This approach helps marketing leaders avoid common pitfalls that drain resources without generating meaningful pipeline growth.
Their frameworks integrate customer service touchpoints with marketing operations. This creates cohesive experiences that strengthen brand positioning while improving conversion rates across the entire customer journey.
Real-world impact on pipeline
Marketing leaders report significant improvements in pipeline quality and velocity after implementing Genesys Growth's frameworks. The focus on cross-functional alignment typically reduces customer acquisition costs while improving retention rates.
Common results include:
Faster sales cycles through better lead qualification
Higher conversion rates from improved messaging
Reduced churn through enhanced customer onboarding
Increased average contract values
Companies using their AI-driven marketing strategies see improved performance across SEO, outbound campaigns, and paid advertising. The integrated approach eliminates silos between marketing, sales, and customer success teams.
Brand awareness campaigns become more effective when aligned with their systematic approach. Marketing leaders can track clear connections between brand initiatives and revenue outcomes.
Encourage discovery at genesysgrowth.com
Marketing leaders can access comprehensive guides and frameworks through Genesys Growth's resource library. The platform provides practical tools for implementing go-to-market transformations without requiring extensive consulting engagements.
Available resources include:
Go-to-market engineering playbooks
AI marketing implementation guides
Cross-functional team optimization frameworks
Revenue growth measurement tools
The self-service approach allows marketing teams to implement changes at their own pace. This flexibility helps companies adapt strategies to their specific market conditions and customer needs.
Regular updates ensure frameworks remain relevant as B2B SaaS markets evolve. Marketing leaders can stay ahead of industry trends while maintaining focus on proven growth principles.
Frequently Asked Questions
Marketing leaders face specific challenges when implementing GTM architecture, from measuring strategy effectiveness to aligning product development with market entry plans. These questions address the core tactical and strategic considerations that determine GTM success.
What are the key components of a Go-to-Market (GTM) strategy for marketing leaders?
A comprehensive GTM strategy requires five core components that work together to drive market entry success. The foundation starts with defining the target customer profile and ideal customer persona.
Product positioning and messaging form the second critical component. Marketing leaders must clearly articulate how their solution solves specific customer problems differently from competitors.
Channel strategy represents the third pillar. This includes selecting the right mix of direct sales, partner channels, and digital marketing tactics to reach target customers effectively.
Pricing strategy comes fourth, encompassing both the pricing model and specific price points that align with customer value perception and competitive positioning.
The final component involves go-to-market orchestration processes that coordinate planning, content, channels, and tools. This ensures all marketing efforts remain aligned and measurable throughout execution.
How can marketing leaders effectively measure the success of a GTM strategy?
GTM success measurement requires tracking metrics across three key areas: customer acquisition, revenue generation, and market penetration. Marketing leaders should establish baseline metrics before strategy implementation.
Customer acquisition metrics include cost per acquisition (CAC), conversion rates at each funnel stage, and time-to-close. These metrics reveal how efficiently the GTM strategy attracts and converts prospects.
Revenue metrics focus on monthly recurring revenue (MRR), average contract value (ACV), and customer lifetime value (CLV). These indicators show whether the strategy generates sustainable business growth.
Market penetration metrics track market share growth, brand awareness, and competitive win rates. Marketing leaders should measure these quarterly to assess strategic positioning effectiveness.
Leading indicators like pipeline velocity, lead quality scores, and sales cycle length provide early warning signals. These metrics help marketing leaders adjust tactics before lagging indicators show problems.
What are the best practices for aligning product development with GTM architecture?
Product-GTM alignment starts with establishing shared customer research and feedback loops between product and marketing teams. Both teams must work from the same customer persona definitions and pain point analysis.
Marketing leaders should participate in product roadmap planning sessions. This ensures upcoming features align with go-to-market messaging and market timing requirements.
Regular cross-functional meetings between product, marketing, and sales teams prevent misalignment. These sessions should occur monthly and focus on upcoming releases and market feedback.
Product development teams need access to competitive intelligence and market research. Marketing leaders must share competitor analysis and customer feedback that influences product decisions.
Beta testing programs should include marketing team involvement. This allows marketing leaders to develop positioning and messaging based on real customer interactions with new features.
How does customer segmentation integrate with Go-to-Market planning?
Customer segmentation drives every aspect of GTM planning, from messaging development to channel selection. Marketing leaders must define segments based on buying behavior, company characteristics, and use case requirements.
Each customer segment requires distinct messaging and positioning strategies. B2B SaaS companies typically segment by company size, industry vertical, or specific use case scenarios.
Channel strategy varies significantly across customer segments. Enterprise customers often require direct sales approaches, while small businesses respond better to self-service and digital channels.
Pricing strategies must align with segment-specific value perception and budget constraints. Marketing leaders should develop pricing tiers that match different segment needs and purchasing power.
Competition analysis becomes segment-specific since different competitors dominate various market segments. Marketing leaders must understand competitive positioning within each target segment.
Can you outline the steps involved in creating a comprehensive GTM roadmap?
A comprehensive GTM roadmap follows six sequential steps that build upon each other. The first step involves conducting market research and defining target customer segments with specific personas.
Step two requires developing product positioning and core messaging frameworks. Marketing leaders must create differentiated value propositions for each target segment.
The third step focuses on channel strategy development and partner selection. This includes evaluating direct sales, channel partners, and digital marketing channels for reach and cost effectiveness.
Step four involves pricing strategy development and competitive analysis. Marketing leaders must establish pricing models that support revenue goals while remaining competitive.
Step five requires creating detailed launch plans with specific timelines and responsibilities. This includes content creation, sales enablement, and marketing campaign development.
The final step establishes measurement frameworks and feedback loops. Marketing leaders must define success metrics and create processes for ongoing strategy optimization based on market response.
What role does competitive analysis play in the development of a Go-to-Market strategy?
Competitive analysis shapes GTM strategy by revealing market positioning opportunities and competitive threats. Marketing leaders must understand competitor strengths, weaknesses, and market positioning before developing their own strategy.
Pricing strategy depends heavily on competitive analysis. Marketing leaders need to understand competitor pricing models, discount strategies, and value propositions to position their offerings effectively.
Product positioning requires deep competitive intelligence about competitor messaging and customer perception. This analysis reveals positioning gaps that marketing leaders can exploit.
Sales enablement materials must address competitive objections and differentiation points. Marketing leaders should create battle cards and competitive intelligence that help sales teams win against specific competitors.
Channel strategy benefits from understanding competitor go-to-market approaches. Marketing leaders can identify underserved channels or partnership opportunities that competitors have overlooked.
Customer retention strategies must account for competitive threats and switching costs. Marketing leaders should develop defensive strategies based on competitor acquisition tactics and customer feedback about competitive alternatives.