It Takes a Village

  |  January 21, 2010   |  Comments

What talents are needed to get a company to shift from gut driven to data driven in digital marketing?

Digital marketing metrics. It's just a matter of slapping on some Google Analytics tags, waiting for some data to get collected, and then starting to pump out reports, right?

If your goal is to check the box that says "online marketing analytics" and move on without a backward glance, then you're all set. But if you want to actually optimize your marketing and take the lead in your industry, you'll need the help of several talented people.

This is where it gets tricky and where the total cost of ownership goes up. It's also the only place you'll find real value in measuring your marketing.

A roomful of talented people is expensive and the occupants are demanding, high maintenance, and contentious. They are as diverse in talent as they are in temperament. Just keeping track of which one wants which kind of coffee, latte, tea, and protein drink will keep the aspirin companies in business.

What sorts of talents are needed? Let's start with business acumen.

Hiring a whiz kid who can program rings around his elders is cool, but hiring somebody with half the tech talent and years of business know-how is far better. Everybody in the room needs serious business value more than technical chops. That said, you're going to need some good tech assistance to get started.

Pages need to be tagged. IPhone apps need to be instrumented. Call center stats need to be integrated. All the customer touch points you can think of must have some sort of information flowing to whatever shows up on the eventual dashboard.

That dashboard will be read by senior executives who must truly understand the importance of a crashing conversion rate. If they storm the analysis bullpen, fuming at the down arrow and haven't seen that Web site traffic has quintupled in the same time period, and you have to explain that the new traffic is good even if it brings conversion rates down, then it's time for a series of lunchtime seminars.

None of this will happen without some sort of senior sponsorship. No, not just budgetary sponsorship, but visionary sponsorship. It takes real vision to get a company to shift from gut driven to data driven.

What looks like "data driven" from the outside looks like marketing accountability on the inside. Projects are approved based on expected results with those results reviewed before, during, and after the fact. That means the room has to include people who are ready, willing, and able to take marketing metrics and act on them.

These would-be business people are on the hook for business outcomes. They will review the numbers, eyeball the pie charts, assess customer satisfaction scores, ponder the latest usability studies, tabulate the awareness survey results, and monitor the social media chatter to change a product spec, alter a campaign promise, highlight a feature, and/or create a brand extension.

Between the technical expert and the business managers are a new breed: the analysts. An analyst must have technical skills and knowledge as well as management skills and knowledge. They are a mixture of statistical mathematician, technical tactician, business physician, insight generation magician, and master of communication.

Clearly, they must know the math. They need to tell at a glance what is statistically significant, what is anomalous, and what should be discounted as mathematical noise.

They have to know the technical side well enough to understand where the data comes from and how they relate.

They must have that all important business acumen to sort the merely interesting from the useful.

They have to have the ability to solve puzzles and deliver to the business managers not just data, not just information or knowledge, but actual wisdom.

Finally, for that wisdom to be not just delivered but received, they need to be able to speak fluent corporate speak. Otherwise, their message will fall on deaf ears.

If any one of these people aren't in the room and fully operational, your marketing metrics will only satisfy a functional audit and not the competition. This isn't checkbox territory; it's competitive advantage territory.

ClickZ Live San Francisco This Year's Premier Digital Marketing Event is #CZLSF
ClickZ Live San Francisco (Aug 11-14) brings together the industry's leading practitioners and marketing strategists to deliver 4 days of educational sessions and training workshops. From Data-Driven Marketing to Social, Mobile, Display, Search and Email, this year's comprehensive agenda will help you maximize your marketing efforts and ROI. Register today!

ABOUT THE AUTHOR

Jim Sterne

Jim Sterne is an international consultant focused on measuring the value of the online marketing for creating and strengthening customer relationships. Sterne has written eight books on using the Internet for marketing, produces the eMetrics Marketing Optimization Summit and is co-founder and current chairman of the Digital Analytics Association.

COMMENTSCommenting policy

comments powered by Disqus

Get the ClickZ Analytics newsletter delivered to you. Subscribe today!

COMMENTS

UPCOMING EVENTS

Featured White Papers

BigDoor: The Marketers Guide to Customer Loyalty

The Marketer's Guide to Customer Loyalty
Customer loyalty is imperative to success, but fostering and maintaining loyalty takes a lot of work. This guide is here to help marketers build, execute, and maintain a successful loyalty initiative.

Marin Software: The Multiplier Effect of Integrating Search & Social Advertising

The Multiplier Effect of Integrating Search & Social Advertising
Latest research reveals 68% higher revenue per conversion for marketers who integrate their search & social advertising. In addition to the research results, this whitepaper also outlines 5 strategies and 15 tactics you can use to better integrate your search and social campaigns.

WEBINARS

    Information currently unavailable

Jobs

    • Internet Marketing Campaign Manager
      Internet Marketing Campaign Manager (Straight North, LLC) - Fort MillWe are looking for a talented Internet Marketing Campaign Manager to join the...
    • Online Marketing Coordinator
      Online Marketing Coordinator (NewMarket Health) - BaltimoreWant to learn marketing from the best minds in the business? NewMarket Health, a subsidiary...
    • Call Center Manager
      Call Center Manager (Common Sense Publishing) - Delray BeachWanted: Dynamic Call Center Manager with a Proven Track Record of Improving Response...