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TABLEOFCONTENTS
Chapter1:
TheB2BCustomerJourney
Chapter2:
MeasuringtheCustomerJourney:MarketingData
Chapter3:
MeasuringtheCustomerJourney:SalesData
Chapter4:
WhyShouldMarketingCareAboutSalesData?
Chapter5:
HowDoesAttributionConnectMarketingandSalesData?
Chapter6:
WhatAreMarketingAttributionModels?
Chapter7:
WhatIsOmni-ChannelAttribution?
Chapter8:
WhatIsABMMeasurement?
Chapter9:
WhatAretheBene?tsofGoodAttribution?
Chapter10:
HowDoYouDoReportingUsingAttributionData?
Chapter11:
AreYouReadytoGetStartedwithAdvancedAttribution?
Chapter1
TheB2BCustomerJourney
TheB2Bcustomerjourneyismorecomplicatedtodaythaneverbefore.Withmorechannelstoengagewith,andmoredevicestoengageon,trackingthecustomerjourneyisnosimpletask.Betweeno?inechannelslikeindustryconferencesandprospectdinners,andthemultitudeofonlinechannels(search,social,display,referral,email,etc.),accuratelycapturingthecompletejourneyrequiresanumberoftechnologiesandintegrations.
Lookingatourdata,ourclosed-woncustomersengagedwithus36timesonaveragebeforedecidingtomakethepurchase.Andwithsomuchinformationateverybuyer’s?ngertips,Forrestersaysthat90%oftheB2Bbuyingprocesshappensbeforethecustomereverreachesouttoasalesperson.
Closed-woncustomersengagedwithus36timesonaveragebeforedecidingtomakethepurchase.
Here’swhataB2Bcustomerjourneymaylooklike.Noticethatwedidn’tsay“typical”—withsomanydi?erentwaystogothroughthebuyerfunnel,hardlyanyjourneyistypical.
Amarketingmanagerisgoingtoattendamarketingconferenceinaweek,anddecidestocheckoutwhichcompaniesaregoingtobeinattendanceaheadoftime.Henavigatestoyourwebsiteandmaybechecksoutablogpostortwo.Whentheconferencerollsaround,hedropsbyyourbooth,chatswithyoursalesrepsandscanshisbadge,makinghimalead.Aweeklater,heseesyourcom-panynamepopupinaTwitterchatanditoccurstohimthathesawyouattheconference.Butthenthechatgoesonandheforgetsthathewasgoingtocheckoutyourwebsiteagain.ThenextdayheseesoneofyouradsonLinkedIn,remembersthathewasgoingtosearchyourcompanythedaybeforeandtypesinyourcompanynameonGoogle,whereheproceedstonavigatetoanebookanddownloadsit.Atthispoint,asalesrepreachesoutandschedulesademoforthefollowingweek.Afterafewweeksofswappingemailsandansweringquestions,hebringshisboss,theVPofMarketing,intotheconversa-tion.Afterafewmoreemailsandphonecallssheagreestostartatrial.
Su?ceittosay,thereisalotofconsumerdatatotrackandmakesenseof.Justinthishypotheticaljourney,therewasahandfuloftouchpoints,bothonlineando?ine,andmultiplepeoplewereinvolvedinmakingthepurchase.It’stheroleofmarketersandmarketingdatatomakesenseofthis.
Chapter2
MeasuringtheCustomerJourney:MarketingData
GonearetheMadMendaysofmarketing,wherecreativityandintuitioncompletelyoverruledmetricsanddata.Now,theymustworkhand-in-hand.ThisisespeciallytrueinB2Bmarketing.Withsomuchcompetitionandtightmarketingbudgets,marketersareundertremendousamountsofpressuretodemonstratemeasurableresults—datatoprovethatmarketingisdoingitsjobandgettingbettereveryday.
Howmarketingdoesthistraditionallyfallsintotwocategories:activitymetricsandengagementmetrics.
ActivityMetrics
Whenitisthemarketingteam’sturntogiveanupdatetothecompa-ny,howoftendoyouhearsomethinglikethis:“Wepublished15articles,sponsoredtwoevents,contributedtoawebinar,andlaunchedthreenewpaidmediacampaignsthismonth.”
Theseareactivitymetrics.Andalltoooften,thisisallthatthemarketingteambringstothetable.
Whenthatisallyoucanreport,youlosealotofcredibilityintheorganization.That’sbecause,whileinteresting,theseactivitiesareallonthecostsideoftheequation—theydon’tsayanythingabout
contributingtothesuccessofthecompany.
Activitymetricsaregoodtoknowinternally.Theykeepthemarketingteamorganizedanduptodatewithwhateveryoneisdoing.Butwhatthecompanyreallywantstoknowisthesuccessof
theseactivities,theresults.Thisbringsustothesecondcategoryofmarketingmetrics.
EngagementMetrics
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
Ok,soyou’vemovedbeyondactivitymetricsandwanttoshowtheresultsofyouractivities.Didpeoplereadyour15articles?Howmanypeopledidyoutalktoatyourtwoevents?Didanyprospectsfollowupafterattendingthewebinar?And,arethenewpaidmediacampaignse?ective?
Allofthesequestionscanbeansweredwithengagementmetrics:views,clicks,likes,comments,timeonsite,click-through-rates(CTRs),etc.—anythinguptoandincludingconvertinganonymousvisitors(onlineando?ine)intoleads.
However,engagementmetricsonlymeasurethetopandmiddleofthefunnel.Onceavisitor?llsoutaformandbecomesalead,theytypicallygothrougha“qualifying”process.Istheircompanybigenough(orsmallenough)tobealegitimateprospect?Dotheyusethetoolsnecessaryforyoursolutiontomakeanimpact?Dotheyhavetheproblemsthatyourproductsolves?Ifyou’resellingenter-
prisesoftware,anemployeeofathree-personstartupcan?lloutaformanddownloadyourebook,butthatdoesn’tmakethemapoten-tialcustomer.
Assoonasavisitorturnsintoaquali?edlead,theyarepassedtothesalesteam.Theyarenolongerunderthedomainofthemarket-ingteam,andtherefore,nomoremarketingmetricsaretrackedthroughtheremainderofthefunnel.
Engagementmetricsareagoodstepalongthewaytoreportingmarketingoutcomes,buttheydon’tquitemakeitalltheway.Afterall,youcan’tkeepthelightsonandpayemployeeswithleads.
Whenmarketersprioritizeachievingengagementmetrics—thingsthatmeasurethetopandmiddleofthefunnel—theyoptimizeformarketingitself,nottheultimateoutcomeofmarketing,whichiscustomersandrevenue.Thisdata,however,isheldonthesalesside.
Chapter3
MeasuringtheCustomerJourney:SalesData
Salesdataisalotmoreclearcut.Itcloselymirrorsthefunneland,generally,arethemetricsthatthebusinessreallycaresabout.Whenitcomesdowntoit,thenumbersatthebottomofthefunnelarealotmorecriticalthanthenumbersatthetop.
OpportunityCreation
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
The?rst
stepforthesalesteam,oncemarketinghandsover
controloftherelationshipatthequali?edleadstage,isconvertingthequali?edleadintoanopportunity.Wherethisstagetransitionhappensdi?ersalittlebitfromcompanytocompany,buttypicallyitisaroundthepointwhentheleadagreestoademomeeting.Dependingonyourdealsize,thiscouldalsobewhentheleadsignsupforafreetrial.
Convertingaleadintoanopportunityisabigdealbecausethatisgenerallywhenyoucan?rstattachpotentialrevenueintheCRM.Oncetheleadbeginstalkingtoasalesrepresentative,you’reableto?ndoutalotmoreinformationaboutthecompany.Forexample,ifyouareaSaaScompany,you’reabletofeeloutwhatpricingtiertheprospectwouldfallunderbasedontheirsizeandneeds.
Customers/Sales/Revenue
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
Thisisthebigone—theultimatemetric.Generallyspeaking,thisisthebottomofthefunnel.Ane?ectivefunneloperateswiththisgoalinmind:itmovesvisitorstoleads,leadstoopportunities,andopportunitiestorevenue,leakingasfewpeopleaspossibleateachtransition.
Ofcourse,convertingopportunitiesintocustomersisnottrulytheend.Thepost-purchasejourneyincludesimportantstageslikeretention,upgrades,andreferrals.Dataforthesestagesaretypicallywithinthedomainofthesalesandcustomersuccessteams,too.
Fromatechnologyperspective,allofthiscustomerandrevenuedataisheldintheCRM,thedatawarehouseforthesalesandcustomersuccessteams.CRMdataincludesthingslikedealsize,customerengagement,upsellpotential,howlongthey’vebeencustomers,etc.
Ifthesalesteamandthemarketingteamaresiloed,asmanyare,thecustomerconversionandrevenueinformationintheCRMnevermakesitbacktothemarketingteam.
Chapter4
WhyShouldMarketingCareAboutSalesData?
InmanyB2Borganizations,themarketingteamhastheirdata,thesalesteamhastheirdata,andthetwosetsrarelyoverlap.Whywouldthereeverneedtobecross-over?
Marketingshouldcareaboutsalesdatabecausethesalesdataholdstheultimatemeasureofsuccess:revenue.Whenmarketingcanconnecttheire?ortstorevenue,theynolongerhavetoreportonactivitymetricsorevenengagementmetrics.Theycanreportontheirimpactontruebusinessvalue,whichhelpsthemachievecredi-bilitywithintheorganization.Italsohelpsthembemoree?ectiveintheire?ortsbecausetheyareoptimizingfortherightoutcome.
Attheproverbialtable,insteadofsaying,“Thismonth500people?lledoutformsonourwebsite,”whichdoesn’tmeanmuch,themarketingteamcannowsay,“Thismonthwecontributedto20newcustomers,whichaccountsfor$10,000inmonthlyrevenue.”It’samuchstrongerstatement.
Furthermore,themarketingteamcansay,“Thesethreepiecesofcontentcontributedto50%ofournewmonthlyrevenue—let’screatemorecontentlikethat.”Whenmarketinghasaccesstosalesdata,theycanmeasureandoptimizetheire?ortsbasedonwhatreallymatters—creatingbusinessvalue—ratherthanfocusingontop-of-the-funnelengagementmetrics.
Withoutthat?nalrowofinformation,anymarketerwouldconcludethatBlogPostAwasmoresuccessfulandthatsheshouldwritemorecontentlikethat,insteadofBlogPostB.Butwiththat?nalpiece—thesalesdata—it’sclearthatBlogPostBwasmoree?ec-tive.Whenoptimizingcontent,marketersneedtooptimizeforreve-nue?rst,andtheyneedsalesdatatodothat.
Fromtheperspectiveoftheorganizationasawhole,havingmarketersmeasuringtheirsuccesswithsalesdatameansthatthemarketingteamandthesalesteamarespeakingthesamelanguage
—marketingismeetingthesalesteamontheirturf.Thisalignmentmakesthecompanyasawholemoree?ective,asbothteamsknowtheyarereceivingthefaircreditthattheyaredue.
The2015StateofPipelineMarketingReport,asurveyofover
300B2Bmarketers,foundacorrelationbetweenorganizationalalignmentandmarketingROI.ThestudyfoundthatmarketerswhoreportedROIsofgreaterthan1.5xweremorelikelytoperceivetheiralignmentwithSalestobe‘tightlyaligned.’Marketerswhoreportedreturnsoflessthan50centsonthedollarweremorelikelytoreport
being‘seldomlyaligned’withtheirsalesteam.
BLOGPOSTA BLOGPOSTB
Views 2,000 500
CTAClicks 200 50
Revenue-Driven $1,000 $5,000
MarketerswhoreportedROIsofgreaterthan1.5xweremorelikelytoperceivetheiralignmentwithSalestobe‘tightlyaligned.’
2015StateofPipelineMarketingReport
And?nally,fromthecustomer’sperspective,whenpotentialbuyersengagewithyourcompany,theyarenotthinkingaboutwhatdepartmenttheyareengagingwith—it’salloneandthesametothem.Theirexperienceshouldbeseamless,whetherthemarketingteamorthesalesteamisinteractingwiththem.Whenmarketingandsalesareworkingtogether,theyareabletodeliveraconsistentcustomerexperience,whichmakesforamoree?cientande?ectivefunnel.
Nowthatyouknowthatmarketingdoes,infact,haveastrongneedtoconnecttosalesdata,howdoyoudoit?
Chapter5
HowDoesAttributionConnectMarketingandSalesData?
Marketingattributionsolutionsconnectmarketingandsalesdatabytrackingandcollectingcustomerdatafromthevery?rstinteractionwithanymarketingchannelallthewaydowntothe?nalpurchasedata,whichisheldintheCRM.
ForB2Borganizations,attheveryminimum,thismeansconnectingdatafrommarketingchannelslikeAdWordsandLinke-dIn,towebsitedata,andthentotheCRM.Indoingso,adscanbetrackedallthewaytodownstreammetrics,likeopportunitiesandrevenue.
Therearethreemaincomponentsinvolvedinconnecting
marketingdatatosalesdata:
1.Trackingtra?cfrommarketingchannels—thisis
usuallydonethroughUTMparameters
Withattribution,theallimportantsalesdatais
marketingdata.
Usingon-siteJavaScripttotrackvisitorbehavioronyour
website
IntegratingwiththeCRMtoconnecton-sitebehaviorto
salesdata
TrackingTra?cfromYourMarketingChannels
UTMparametersaretagsattachedtotheendofaURL,allowingmarketerstotrackwebsourcetra?c.HerearesomecommonUTMparameters:
utm_medium=(insertchannelmedium,e.g.search,social,email,display)
utm_source=(insertspeci?cchannelsource,e.g.adwords,bing)
utm_campaign=(insertcampaignname)
utm_content=(insertcontentname,e.g.adtitle,addimensions)
utm_term=(insertmorespeci?cterm,e.g.paidsearchkeyword)
Forexample,aLinkedInadforourAdWordsebookguidemayhavethefollowingparameters:
utm_medium=social
utm_source=linkedin
utm_campaign=content-adwords-ebook
utm_content=adwords-strategies
utm_term=adwords-ebook-200x400Inpractice,theURLwouldlooklikethis:
/?utm_source=linkedin&utm_medium=social&utm_term=adwords%20strategies&utm_content=adwords%20ebook%20200x400&utm_campaign=content%20adwords
%20ebook
Agoodattributionsystemdoessomeofthisworkforyou.Becauseitisintegratedtoyourwebsitethroughon-siteJavaScript(moreonthisinabit),alotofthisinformationcanbepulledautomat-icallythroughreferralanalysis.
UTMparameters,however,givemarketerstheabilitytodeter-minewhatspeci?cmarketinge?ortdroveapersontotheirwebsite.That’swhyUTMparametersareparticularlyimportantfortrackingpaidmediae?orts.
Fromthere,marketersareabletofollowtheiractionson-site,thankstoalineofJavaScriptcode(alsocalledaJavaScriptsnippet).
On-SiteJavaScript
Allwebanalytics(suchasGoogleAnalytics)useaJavaScriptsnip-pettotrackon-sitebehavior.Ittellsthemwhatpageswebvisitorsarenavigatingto,whatbuttonstheyclickon,andevenwhatformstheyare?llingout.
Becauseform?lls(howleadsarecreated)aresoimportantinB2Bmarketing,on-sitebehaviorisacrucialelementofunderstand-ingthecustomerjourney.Webanalyticsanswersquestionslike,“WhenavisitorreadsBlogPostX,dotheybounceordotheyvisitanebookdownloadlandingpage?”
Goingastepfurther,theanalyticsthatmarketingautomationsolutionso?erisgreatatansweringquestionslike,“WhenavisitorreadsBlogPostX,dotheygoonto?lloutaformandbecomealead?Or,”Whentheywatchtheproductvideo,dotheygoontorequestalivedemo?”Basically,ittellsyouwhetheryourcontentisdrivingleadcreation.
Thesearehugetransitionsinthecustomerjourneyandareimportantformarketerstotrack.Butagain,thisalonecoversjustthetopandmiddleofthefunnel.We’renotattheall-importantstu?yet.
Understandingcustomerbehavioronyourwebsiteisn’tparticu-
larlyactionableifyoudon’tunderstandhowitin?uencesthenext
stepinthecustomerjourney.AndthatrequiresintegratingthatmarketingdatawithsalesdataintheCRM.
CRMIntegration
The?nalstepinconnectingmarketingdatatosalesdataisintegratingwebactivitydatawithyourcustomerrelationshipman-agementsoftware,morefamiliarlyknownastheCRM.TheCRMhousesyourpipelineinformation.Whileyourmarketingautomationsoftwaremaytrackandhouseleadinformation,yourCRMhousesalltheinformationfromquali?edleadstosalesopportunitiesandclosed-wondeals.
PuttingItAllTogether
Sowiththesethreesteps—trackingwithUTMparameters,on-siteJavaScript,andCRMintegration—marketersareabletotrackhowspeci?cmarketinginitiatives(e.g.aLinkedInadforanebook)gotsomeoneto?lloutaformontheirwebsite(e.g.todownloadtheebook),andthencontinuedtobecomeacustomerdowntheroad(e.g.afterseveralgreatconversationswithasalesrep,theydecidedthattheproductsolvedtheirneedsandbecameacustomer).
WhilethereissoftwarethatbuildsandorganizesUTMparame-ters,othersoftwarethatdoeswebanalytics,evenmoresoftwarethatdoeschannelanalytics,andstillmoresoftwarethatfocusesonleadcreation,amarketingattributionsolutiondoesallofthisanddoesitinasingleplace.Thiscentralizationisimportant.
It’sacommonbeliefthatmarketerscanhacktogetheranattribu-tionsystemthemselves,usingacombinationofinexpensiveorincludedwebandchannelanalytics,plussomeExcelexpertise.Ifyouhavelimitedmarketingchannelsandarespendinghundredsormaybeacouplethousanddollarsonpaidadvertisingamonth,then
hackingsomethingsatisfactoryisprobablyachievable.However,ifyou’reinvestinganysigni?cantamount,ahackedsolutionwillnotsu?ce.That’sbecausethere’sstilltheproblemofdecentralization.
Whenyouhacktogetherspreadsheetsofchannel-speci?cdata,suchasFacebookInsightsreportsorLinkedInAdsCampaignManag-erreports,theattributiondataforeachmarketingchannelissiloedseparately,whichcreatesthechallengeofdouble-countingcredit.Forexample,ifavisitorclicksonanAdWordsadonMonday,aFace-bookadonWednesday,andthenbuyssomethingfor$100onFriday,bothyourAdWordsdataandyourFacebookdatawillclaim100%conversioncredit.That’sbecausetheydon’tcommunicatewitheachother.Whenyoubringbothdatasourcesintoyourspreadsheetandassociatethatconversionwithits$100value,yourreportwillshow
$200ofrevenue—2xyouractualrevenue—abig,andpotentiallyembarrassing,problem.
Asyoucansee,ifyou’reusingmultiplemarketingchannelswithregularity,asinglesourceofattributiondataisnecessaryforaccu-racyandreliability.
CustomerJourney:
Monday Wednesday Friday
> > >
Reporting:
MarketingReport SalesReport
Sale
$100
Total
Revenue
$100
Adwords
1conversion
$100
1conversion
$100
RevenueDriven
$200
Chapter6
WhatAreMarketingAttributionModels?
IntegratingmarketingdatawithsalesdataintheCRMisjustthe?rststepinproducingusefuldata.Next,marketersmustuseattributionmodelstodeterminehowmuchrevenuecrediteachmarketingtouchshouldreceive.Therearemanydi?erentwaysmarketerscanmodeltheirimpactonrevenue,buttheyfallintotwomaincatego-ries:
single-touchmodelsandmulti-touchmodels.
Single-TouchAttributionModels
Theeasiestwaytoapplyrevenuecreditiswithasingle-touchmodel.Asthenamesounds,eachofthesemodelsappliesalloftherevenuecredittoasingletouchpointinthecustomerjourney.Therearethreecommonsingle-touchmodels:?rstclick,lead-conversion
click,andlastclick.
FirstClick
The?rstmodelis“FirstClick”attribution,whichiswhen100%oftherevenuecreditisgiventotheactionthatdrivesthe?rstvisittothewebsite.Forexample,ifananonymousvisitorcomestoyourwebsiteforthe?rsttimefromanadvertisementonGooglethenlatercloses
asacustomerfor$1,000/month,youwouldattribute100%of
thisrevenuetoGoogle.Toaccuratelymeasurethiscustomerjourney,youneedtocookievisitorsthatdonot?lloutaformontheir?rstsession.Whenthesamevisitorreturnstoyourwebsiteand?llsoutaform,thecookieIDcanbematched.Thisconnectsthe?rstanonymoustouchtothelead,enablingyoutogivecredittothechan-nelthatdrovetheinitialengagement.
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
100%
0%
0%
0%
[FirstClickAttributionModel]
Lead-ConversionClick
Thesecondcommonsingle-touchmodelisthe“l(fā)eadconversionclick”attributionmodel.Thisiswhere100%oftherevenuecreditisgiventotheactionthatdrivesthevisitortobecomealead(i.e.giveyoutheircontactinformationby?llingoutaform).
Forexample,ifananonymousvisitorcomestoyourwebsitemultipletimes(browsingyoursite)anddownloadscontentontheir?fthvisit,thechannelthatdrovethe?fthvisitwouldreceive100%oftherevenuecreditwhenthatleadbecomesacustomer.Alloftheothervisitswouldbeignoredandwouldreceive0%oftherevenuecredit.
ThetrickythinghereisthatboththeFirstClickattributionmodelandtheLead-ConversionClickattributionmodelaresometimescalled“FirstTouch.”Whenitcomestomanymarketingautomationsystems,theirviewof?rsttouchistypicallywhentheleadwascreat-
ed,nottheiractual?rstvisittoyourwebsite.Butwhenitcomestowebanalyticsthatarecookie-based,FirstTouchattributionisviewedasthesameasFirstClickattribution.
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
0%
100%
0%
0%
[Lead-ConversionClickAttributionModel]
LastClick
Thethirdsingle-touchattributionmodelis“LastClick”attribution.ThisattributionmodelissimilartotheLead-ConversionClickmodel,butitgives100%ofthecredittothemarketingchannelthatdrovetheengagementwheretheleadconvertedintoanopportunity.
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
0%
0%
100%
0%
ProblemsWithSingle-TouchModels
Althoughthesingle-touchmodelsaretheeasiesttoimplement,theyareactuallyquite?awed.Becauseeachofthesemodelsgive100%oftherevenuecredittoasinglemarketingchannel,theydon’tdoagoodjobofrepresentingthelongandcomplexB2Bcustomerjourneythattypicallyspansmultipletouchpointsandmultiplechan-nels.
Byreducingtheentirecustomerjourneytoasingletouchpoint,theseattributionmodelsgiverisetochannelbias(alsoknownasmodelbias).FirstClickattribution,forexample,gives100%oftherevenuecredittothemarketingchannelthat?rstbroughtthevisitortoyourwebsite,whichisatop-of-the-funnel(TOFU)marketingactivi-ty,anditgiveszerocredittotheothermarketingactivitiesthata?ect-edtheleadfurtherdownthefunnel.Naturally,thisover-valuestheimportanceofTOFUmarketingactivitiesandunder-valuesmiddle-of-the-funnel(MOFU)andbottom-of-the-funnel(BOFU)marketingactivities.
Lead-ConversionClickattributioncreatesasimilarchannelbias,butforMOFUmarketingactivities—e?ortsthatconvertvisitorsintoleads.Itignoresmarketinge?ortsthatfacilitatediscovery,aswellaslower-funnelactivitiesthatnurturetheprospectfromleadtocustomer.
Inordertoeliminatechannelbias,marketersshouldusemulti-touchattributionmodels.Theyarehardertoimplement,buttheyaremuchbetteratproperlyattributingrevenueacrossallyourmarketingchannelstogivecreditwhereit’sdue.
Multi-TouchAttributionModels
Rarely(ifnotnever)willananonymoususercometoyourweb-site,?lloutaform,andcloseasacustomerinonesession,unless
perhapsyouhaveanextremelyshortbuyingcycleorself-serviceproduct.Thisiswherethevalueofmulti-touchattributioncomesintoplay.Inmulti-touchattributionmodels,thecreditforrevenueoutputisdistributedacrossmultipletouchpoints.
Justlikesingle-touchattribution,therearemanymulti-touchattributionmodels.Wewillgooverthemostpopular.
Linear
Linearattributiongivesequalweighttoeverytouchpoint.Forexample,iftherearethreetouchpointsthatleadtoaconversion,eachtouchpointreceives1/3oftheconversioncredit.Iftherearetentouchpointsthatleadtoaconversion,eachtouchpointreceives1/10oftheconversioncredit.It’sasimplewaytoapplycreditovermulti-pletouchpoints,butitoftenoversimpli?eshowmarketingworksbymakingalltouchpointsequal.
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
1/X
1/X
1/X
1/X
Descending(orTimeDecay)
ADescendingattributionmodelattemptstoaddresssomeoftheoversimpli?cationbygivingmorecredittothetouchpointsclosertotheconversion.Itendsuplookinglikeastaircase,wherethetouch-pointclosesttotheconversionreceivesthemostcredit.
FIRSTThereasoningbLeEhAinDdthismodelisOthPaPtOthReTtUoNucIhTpYointCcUloSsTeOstMtoERTthOeUcCoHnversionhadCmOoNreViEnR?SuIeOnNcethaCnRaEtAouTcIOhpNointthatChLaOppSeEned
LessCredit
MoreCredit
[DescendingAttributionModel]
U-Shaped
Oneofthesimplestmulti-touchattributionmodelsisU-Shaped.WithU-Shaped,40%oftherevenuecreditisappliedtoboththe?rsttouchandtheleadconversiontouchwiththeremaining20%beingappliedevenlytoallothertouches.Thebiggestbene?twithU-shapedisitssimplicityandthatitaccountsforthemarketinge?ortsthatdrivevisitsandleadconversion.However,thedrawbackisthatnorevenuecreditisappliedtothedown-funnelmarketingthat’sdonetoconvertaleadtoasalesopportunity,suchasleadnurturing.
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
40%
40%
20%
fartheraway.
W-Shaped
ArguablyoneofthemostaccurateattributionmodelsforanadvancedB2BmarketingteamistheW-Shapedmodel.Itaccountsforandemphasizesthemajortransitionsinthecustomerjourney:the?rstvisit,thelead-conversionsessionandtheopportunity-cre-ationsession.Byattributing30%ofrevenuetoeachofthosethreemajortransitions,marketersareabletoaccuratelymakesmartdecisionsbasedonwhichmarketinge?ortshadabigimpact.Theremaining10%issplitamongthetouchpointsthatwerenotrespon-sibleforanyofthemajortransitions.
Forthemanymarketingteamsthatdolittleornomarketingtoprospectivecustomerswhoarebeyondtheopportunitystage,theW-shapedmodelisthemostadvancedattributionmodelnecessary.
FIRSTTOUCH
LEADCONVERSION
OPPORTUNITYCREATION
CUSTOMERCLOSE
30%
30%
30%
10%
Full-Path
Ifyou’reanattributionproandhavemasteredtheW-Shapedmodel,yourcompanyisreadytolookintoFull-Pathattributionfor
modelingmarketing’simpactonrevenueinrevenuereports.Full-Pathisadeepdiveintoattribution.Ifyou’redoinganymarketingthat’stargetedatpeoplewhoarealreadyinthesalesfunnel,thenyoushouldconsiderusingaFull-Pathmodel.
Full-Pathattributionattributes22.5%oftherevenuecredittothe?rsttouch,thelead-creationtouch,theopportunity-creationtouch,andtheclosed-revenuetouch.Theremaining10%isdistributedamongalloftheothertouchpoints.
Oftheadvancedattributionmodels,thisistheonlymodelthataccountsformarketinge?
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