Connect your sales and marketing systems to accurately profile and track your customers. View the webinar video recording and download this deck: http://www.senturus.com/resources/holy-grail-marketing-analytics/.
If you’re like many companies, you struggle to connect your sales and marketing systems and are frustrated by the inability to accurately profile and track your customers. Closing the loop to connect the two silo'd systems is easier to achieve than you may realize. Learn to use the right tools and maximize your expertise to easily surface critical marketing metrics to: 1) Measure return on marketing investment, 2) Know your customer lifetime value and 3) Optimize your marketing and sales funnels based on profit per marketing dollar.
Senturus, a business analytics consulting firm, has a resource library with hundreds of free recorded webinars, trainings, demos and unbiased product reviews. Take a look and share them with your colleagues and friends: http://www.senturus.com/resources/.
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Marketing Analytics: Data Quality, Data Matching & Marketing Metrics
1. Delivering on the Promise of Closed-Loop Marketing
THE HOLY GRAIL OF MARKETING ANALYTICS
2. • Introduction
• Senturus Overview
• Overview of Closed-Loop Marketing
• Addressing the Data Challenges and Unlocking the
Value
• Demonstration of Alteryx
• Additional Resources
• Appendix A
– Pragmatic Techniques for Matching Marketing
Engagements to Associated Revenue and Profit
Agenda
Copyright 2016 Senturus, Inc. All Rights Reserved. 2
3. Introduction: Today’s Presenters
Copyright 2016 Senturus, Inc. All Rights Reserved.
Albert Pardilla
Solutions Engineer
Alteryx, Inc.
Greg Herrera
President and Co-Founder
Senturus, Inc.
John Policaro
Channel Manager
West Region
Alteryx, Inc.
3
Adam Smithline
CEO
Opticity, Inc.
4. Free Resources on www.senturus.com
.
Copyright 2016 Senturus, Inc. All Rights Reserved. 4
5. To hear the recording from this webinar: The Holy Grail
of Marketing Analytics, visit our website at:
www.senturus.com/resources/holy-grail-marketing-
analytics/
While you are there, you can also view and download
this deck.
Hear the Recording
Copyright 2016 Senturus, Inc. All Rights Reserved.
7. • Marketing Analytics
• Dashboards, Reporting & Visualizations
• Data Preparation
• Big Data & Advanced Analytics
• Enterprise Planning
• Senturus Guarantee
Laser Focused on Business Analytics
Copyright 2016 Senturus, Inc. All Rights Reserved. 7
8. 900+ Clients, 2000+ Projects, 16+ Years
Copyright 2016 Senturus, Inc. All Rights Reserved. 8
10. Complexity and Value
What is Closed-Loop Marketing?
10Copyright 2016 Senturus, Inc. All Rights Reserved.
Spend, CPC,
etc.
Cost per
Acquisition
Return on
Marketing
Investment
Customer
Potential
Closed-Loop Metrics
The Marketing Metrics Continuum
• Marketing spend • Marketing spend
• Conversions
• Marketing spend
• Sales data
• COGS data
• Marketing spend
• Sales data
• COGS data
• Models
11. Closed-Loop Marketing Metrics: CPA
11Copyright 2016 Senturus, Inc. All Rights Reserved.
Cost per Acquisition
Return on Marketing
Investment
Customer Potential
CPA = Marketing Spend / Number of Customers Acquired
Response Expenses CPA
List Count Redeemers Rate Production Fees
Total
Expense
CPA
A 4 2 50% $32 $522 $1,988 $994
B 1 0 - $8 $0.00 $8 $0
C 3 0 - $24 $0.00 $24 $0
D 6 3 50% $48 $777 $2,976 $992
E 38 6 16% $304 $1,181 $5,787 $965
F 72 15 21% $576 $3,701 $15,032 $1,002
G 3,921 713 18% $31,368 $15,839 $558,428 $783
H 14,445 2,165 15% $115,560 $23,625 $1,691,490 $781
Total 25,727 4,307 17% $147,920 $45,645 $2,275,733 $528
12. Closed-Loop Marketing Metrics: ROMI
12Copyright 2016 Senturus, Inc. All Rights Reserved.
ROMI = Profit / Marketing Investment
Response Revenue Expenses Profit/Loss
List Qty. Redeemers Rate Sales Production Fees COGS
Total
Expense
Profit ROMI
A 4 2 50% $5,218 $32 $522 $1,434 $1,988 $3,230 162%
B 1 0 - $0.00 $8 $0.00 $0.00 $8 ($8) -100%
C 3 0 - $0.00 $24 $0.00 $0.00 $24 ($24) -100%
D 6 3 50% $7,773 $48 $777 $2,151 $2,976 $4,797 161%
E 38 6 16% $11,813 $304 $1,181 $4,302 $5,787 $6,026 104%
F 72 15 21% $37,008 $576 $3,701 $10,755 $15,032 $21,976 146%
G 3,921 713 18% $158,389 $31,368 $15,839 $511,221 $558,428 ($400,039) -72%
H 14,445 2,165 15% $236,252 $115,560 $23,625 $1,552,305 $1,691,490 ($1,455,238) -86%
Total 25,727 4,307 17% $1,324,628 $147,920 $45,645 $2,082,168 $2,275,733 $762,803 34%
Cost per Acquisition
Return on Marketing
Investment
Customer Potential
13. Probability models
– Likelihood of X (score)
Closed-Loop Marketing Metrics: Potential
13Copyright 2016 Senturus, Inc. All Rights Reserved.
Cost per Acquisition
Return on Marketing
Investment
Customer Potential
LTV = Margin ( )
Retention Rate
1 + Discount Rate – Retention Rate
Wallet Share = (1 - ) X ( )
Rank
# of Brands + 1
2
# of Brands
14. • Optimize marketing investment based on campaign and
test results
• Segment customers to focus on high LTV low share of
wallet
• Use LTV and data augmentation to target premium
prospects
• Use your understanding of retention to improve
marketing and the customer experience in an effort to
reduce churn
Ways to Use These Metrics in Practice
14Copyright 2016 Senturus, Inc. All Rights Reserved.
15. Optimize
15Copyright 2016 Senturus, Inc. All Rights Reserved.
Hypothesis
Measurement
Implementation
Analysis
Plan marketing
campaigns and split tests
Execute marketing
campaigns and split tests
Gather results from
marketing campaigns
and split tests and
produce reports
Review impact of
marketing campaigns and
split tests on customers,
sales, and profit
19. To hear the recording from this webinar, visit our
website. While you are there, you can also view and
download this deck at:
www.senturus.com/resources/holy-grail-marketing-
analytics/
The Senturus comprehensive library of recorded
webinars, demos, white papers, presentations, and case
studies is available on our website at:
www.senturus.com/resources/
Hear the Recording
Copyright 2016 Senturus, Inc. All Rights Reserved.
21. Organized Data is at the Core of Closed-Loop
Marketing
21
Enrich
Prep & Blend Analyze
Input All Relevant Data
Share
Output All Popular
Formats
Copyright 2016 Senturus, Inc. All Rights Reserved.
22. Analytics State of the Art – Sales Analysis
22Copyright 2016 Senturus, Inc. All Rights Reserved.
Product
Family
Line
Type
Color
Size
Etc…
Customer
Location
Size
Type
Behavior*
External Data*
Etc…
Date
Week
Month
Quarter
Season
Trends
Etc…
Sales Org
Manager
Territory
Region
Group
Etc…
Sales Order Line
Product T1000
Customer XYZ Company
Sale Date 3/13/2016
Sales Rep John Connor
Price $1,000
Quantity 10
Revenue $10,000
Cost $5,500
Gross Profit $4,500
23. Marketing Analytics Vision
23Copyright 2016 Senturus, Inc. All Rights Reserved.
Product
Family
Line
Type
Color
Size
Etc…
Customer
Location
Size
Type
Behavior*
External Data*
Etc…
Date
Week
Month
Quarter
Season
Trends
Etc…
Sales Org
Manager
Territory
Region
Group
Etc…
Marketing
Engagements
Associated
Revenue &
Profits
+
• Associating marketing
engagements to revenue and profit
usually requires separate
processing logic
24. • Behavioral Attributes
– Derived from sales records:
– Life-time value (LTV)
– New vs. existing customers, incliners vs. decliners
– Recency, frequency, timeframe-base profit bands
– Gross margin return on inventory (GMROI)
– Many more
• Derived from marketing engagement records:
– Clustering (e.g., 10 people engage from same company)
– Marketing score, target account activity
– Priority, urgency, interesting moments
– Many more
Enhance Customer Information with Derived
Behavioral Attributes
24Copyright 2016 Senturus, Inc. All Rights Reserved.
25. Case Study: Associating Marketing to Sales/Profit
25Copyright 2016 Senturus, Inc. All Rights Reserved.
Project Account Close
Date
Status Revenue Gross Profit
Dashboard Acme, Inc 4/1/2016 Won $120,000 $80,000
Ln Person Engagement Engage Type Engage Date
1 Chris Adams Faster Self-serve Analytics Webinar 2/27/16
2 Chris Adams Top 10 Trends in Analytics Whitepaper 1/31/16
3 Tom Smith Dashboard Science & Design Slide Deck 1/15/16
4 Tom Smith 10 Keys to Analytics Success Webinar 12/14/15
5 Amy Jones Gross Margin Return on Inv Whitepaper 10/2/15
6 Pat Lane Income Statement Reporting Recording 4/2/15
7 Bob Tish Gross Margin Return on Inv Whitepaper 12/23/14
8 Sue Milo Income Statement Reporting Webinar 10/5/13
Acme People and their Marketing Engagements:
Sales Orders with Acme, Inc:
26. Technique 1: Allocate Profit to Engagements
26Copyright 2016 Senturus, Inc. All Rights Reserved.
Line Person Engagement Engage Type Engage Date
Days to
Close Gross Profit (GP) 90-Day GP 6 Mo GP 1 Yr GP 2 Yr GP
1 Chris Adams Faster Self-service Analytics Webinar 2/27/16 34 $10,000 $26,667 $16,000 $13,333 $11,429
2 Chris Adams Top 10 Trends in Analytics Whitepaper 1/31/16 61 $10,000 $26,667 $16,000 $13,333 $11,429
3 Tom Smith Dashboard Science and Design Slide Deck 1/15/16 77 $10,000 $26,667 $16,000 $13,333 $11,429
4 Tom Smith 10 Keys to Analytics Success Webinar 12/14/15 109 $10,000 0 $16,000 $13,333 $11,429
5 Amy Jones Gross Margin Return on Inv Whitepaper 10/2/15 182 $10,000 0 $16,000 $13,333 $11,429
6 Pat Lane Income Statement Reporting Recording 4/2/15 365 $10,000 0 0 $13,333 $11,429
7 Bob Tish Gross Margin Return on Inv Whitepaper 12/23/14 465 $10,000 0 0 0 $11,429
8 Sue Milo Income Statement Reporting Webinar 10/5/13 909 $10,000 0 0 0 0
$80,000 $80,000 $80,000 $80,000 $80,000
Project Account Close
Date
Status Revenue Gross Profit
Dashboard Acme, Inc 4/1/2016 Won $120,000 $80,000
$80k/8 engagements = $10k per engagement
Three engagements occurred in the 90 days before the sale closed, 90-Day
Gross Profit = $80k/3 engagements = $26,667 per engagement
27. Technique 2: Allocate Profit to Each Person,
then to their Engagements
27Copyright 2016 Senturus, Inc. All Rights Reserved.
Line Person Engagement Engage Type Engage Date
Days to
Close Gross Profit (GP) 90-Day GP 6 Mo GP 1 Yr GP 2 Yr GP
1 Chris Adams Faster Self-service Analytics Webinar 2/27/16 34 $6,667 $20,000 $13,333 $10,000 $8,000
2 Chris Adams Top 10 Trends in Analytics Whitepaper 1/31/16 61 $6,667 $20,000 $13,333 $10,000 $8,000
3 Tom Smith Dashboard Science and Design Slide Deck 1/15/16 77 $6,667 $40,000 $13,333 $10,000 $8,000
4 Tom Smith 10 Keys to Analytics Success Webinar 12/14/15 109 $6,667 0 $13,333 $10,000 $8,000
5 Amy Jones Gross Margin Return on Inv Whitepaper 10/2/15 182 $13,333 0 $26,667 $20,000 $16,000
6 Pat Lane Income Statement Reporting Recording 4/2/15 365 $13,333 0 0 $20,000 $16,000
7 Bob Tish Gross Margin Return on Inv Whitepaper 12/23/14 465 $13,333 0 0 0 $16,000
8 Sue Milo Income Statement Reporting Webinar 10/5/13 909 $13,333 0 0 0 0
$80,000 $80,000 $80,000 $80,000 $80,000
Project Account Close
Date
Status Revenue Gross Profit
Dashboard Acme, Inc 4/1/2016 Won $120,000 $80,000
$80k/6 people = $13.3k per person. Person’s
total is then allocated to their engagements
Two people had engagements in the 90 days before the sale closed, 90 Day
Gross Profit = $80k/2 people = $40k per person
The $40k is then allocated to each person’s ”within 90-day” engagements
28. Challenge: Marketing Systems and Sales Systems
are Usually in Different Silos
28Copyright 2016 Senturus, Inc. All Rights Reserved.
Marketing
Activities
Sales
Pipeline
Sales
Orders
Revenue COGS
29. Importance of Data Quality and Matching
29Copyright 2016 Senturus, Inc. All Rights Reserved.
Project Account Close
Date
Status Revenue Gross Profit
Dashboard Acme, Inc 4/1/2016 Won $120,000 $80,000
Ln Person Engagement Engage Type Engage Date
1 Chris Adams Faster Self-serve Analytics Webinar 2/27/16
2 Chris Adams Top 10 Trends in Analytics Whitepaper 1/31/16
3 Tom Smith Dashboard Science & Design Slide Deck 1/15/16
4 Tom Smith 10 Keys to Analytics Success Webinar 12/14/15
5 Amy Jones Gross Margin Return on Inv Whitepaper 10/2/15
6 Pat Lane Income Statement Reporting Recording 4/2/15
7 Bob Tish Gross Margin Return on Inv Whitepaper 12/23/14
8 Sue Milo Income Statement Reporting Webinar 10/5/13
Acme People and their Marketing Engagements:
Sales Orders with Acme, Inc:
• The allocation techniques described above rely on an accurate listing of
the people in the marketing database who actually work for Acme Inc.
• Problem: At the time people register for engagements, they don’t always
provide a company name that exactly matches the company name in the
sales database, without a company match, accurate associations are not
possible
• Systems and processes are required to perform accurate matching of
people to companies
o Proven examples for B2B are detailed in Appendix A of this deck
o B2C examples are shown in the following Alteryx demo
32. Enabling Self-Service for the Business Analyst
32
Enrich
Prep & Blend Analyze
Input All Relevant Data
Share
Output All Popular
Formats
Copyright 2016 Senturus, Inc. All Rights Reserved.
33. • Closing the loop by associating marketing engagements to the
revenue and profit they drive is the foundation of the marketing
optimization process
• Closing the loop often involves matching and association
techniques.
– There’s an app for that!
• Organize the ”lookup tables” that surround the database records
that track the marketing engagements and their associated
revenue and profit
• Enhance the lookup tables with behavioral and external data
• Use the resulting rich set of data in segmentations, testing, and
predictive scoring models to refine your targets
Summary
33Copyright 2016 Senturus, Inc. All Rights Reserved.
34. To hear the recording from this webinar, visit our
website. While you are there, you can also view and
download this deck at:
www.senturus.com/resources/holy-grail-marketing-
analytics/
The Senturus comprehensive library of recorded
webinars, demos, white papers, presentations, and case
studies is available on our website at:
www.senturus.com/resources/
Hear the Recording
Copyright 2016 Senturus, Inc. All Rights Reserved.
36. • Download this deck to learn the
matching techniques described in
Appendix A
• Contact: info@senturus.com to arrange a
free one-hour session to brainstorm
solutions that might help you close the
loop
• Download the free Alteryx trial
Next Steps
36Copyright 2016 Senturus, Inc. All Rights Reserved.
38. Free Resources on www.senturus.com
Copyright 2016 Senturus, Inc. All Rights Reserved. 38
39. Pragmatic Techniques for Matching
Marketing Engagements to their
Associated Revenue and Profit (B2B)
APPENDIX A
40. • In B2B, marketing is directed at people, but companies
make the purchases
• Connecting people-based marketing engagements to
company-based revenue and profits requires that the
people in the marketing database are associated with
the correct company in the sales database
• Problem: At the time people register for (or
participate in) marketing events, they don’t always
provide a company name that exactly matches the
company name in the sales database, without a
company match, accurate associations are not possible
• The following pages describe techniques for matching
people to the correct company
Techniques for Accurate Matching in B2B
40Copyright 2016 Senturus, Inc. All Rights Reserved.
41. Data Matching Challenges and Solutions (1)
Challenge Techniques for Addressing
• Same company, multiple
names
• Misspelled company name
• Acronym for company name
• Auto-match on email domain
• Maintain lists of Gmail-type
domains to exclude them from
auto-match
• Learning system – convert new
accounts/domains
immediately, so subsequent
registrants can automatically
match
41Copyright 2016 Senturus, Inc. All Rights Reserved.
42. Same Company, Multiple Names
42Copyright 2016 Senturus, Inc. All Rights Reserved.
New Person Email Address New Person Company Name
robert.iger@disney.com Disney
tom.staggs@disney.com Walt Disney Co
andy.bird@disney.com Walt Disney Company
bob.chapek@disney.com The Walt Disney Company
alan.horn@disney.com TWDC
Existing person in database Company Name
ron.iden@disney.com The Walt Disney Company
• Incoming leads with disney.com as the email domain match the
email domain of an existing lead under “The Walt Disney
Company,” so all the incoming leads get automatically entered into
the database under The Walt Disney Company account
• The key to making this work is that new people with gmail-type
email domains have been filtered out of this auto-match process,
build and maintain a list of these gmail-type domains so the
matching programs know what to exclude from auto-match
44. Data Matching Challenges and Solutions (2)
Challenge Techniques
Same email domain, multiple
companies
General Electric Company
GE Energy Management
GE Motors
GE Power & Water
GE Generator
• Assign all people to parent
company, OR
• Subscribe to third-party data that
provides company family trees
(Avention iSell for Salesforce)
• Match on Company Name using
matching tool like the one shown
in the Alteryx demo
44Copyright 2016 Senturus, Inc. All Rights Reserved.
• In this situation, the easiest solution is to assign all people to the parent
company
• If that won’t work for your business, then match on the subsidiary name
• Several third-party data providers exist that maintain company family
trees of subsidiaries and their parents – an example: Avention iSell for
Salesforce – is shown on the next page, Avention iSell allows you to load
the family trees directly into your sales database
46. Data Matching Challenges and Solutions (3)
Challenge Techniques
Gmail-type domain • Match on Company Name using matching
tool
• Subscribe to service that captures Inferred
Company Name and location from the
person’s IP address
• Match on Inferred Company Name
46Copyright 2016 Senturus, Inc. All Rights Reserved.
• When registrants use a Gmail-type email address, first try to match on
the company name that the registrant provided (as you saw in the demo,
Alteryx is real good at fuzzy matching, so you don’t have to rely on exact
spelling)
• If you can’t match on the provided company name, try matching on the
inferred Company Name that is associated with the person’s location on
the Internet, then try to match on the inferred Company Name
• In the example on the next page, the inferred Company Name was
captured by Marketo, one of the many marketing automation tools on the
market
47. Gmail-type Domain, No Company Match
47Copyright 2016 Senturus, Inc. All Rights Reserved.
New Person Email Address New Person Company Name
robert.griffin@gmail.com BHCS
• Incoming record has Gmail address and a company name, BHCS,
that does not match any existing records
• Matching routine then checks the Inferred company name on the
new record and finds a match with Baylor Health Care Systems
48. Data Matching Challenges and Solutions (4)
Challenge Techniques
Gmail-type domain,
ambiguous Company Name
• Manual LinkedIn lookup on person’s
name
Valuable contact changes
companies
• Capture personal LinkedIn URL in CRM
system
• Do it early – match rates are much
better
• LinkedIn industry group improves
matching
48Copyright 2016 Senturus, Inc. All Rights Reserved.
• When registrants use a Gmail-type email address and you are unable to
match on company or inferred company, you’re at the point automation
probably won’t work
• We use an offshore team for these situations, they are often able to
identify the company using Google, they also have pretty good success
looking for the person in LinkedIn and figuring out the person’s company
that way
• It’s good practice to capture your contacts LinkedIn URL – so you can tell
when they have changed companies
49. Data Matching Challenges and Solutions (5)
Challenge Techniques
Gmail-type domain,
unable to discern
company name
• Throw the person into a “Noise” bucket for
later analysis
• Use dynamic profiling to request company
name when the person next registers
Fake or bogus email
address
• Offer valuable live events for which you
send the event link via email, this will force
“real” email addresses at registration
o E.g., free training sessions on hot topic
• Subscribe to service that captures IP address
o Match bogus email to clean email having
same IP address
• Exclude competitors from mailings
49Copyright 2016 Senturus, Inc. All Rights Reserved.
50. To hear the recording from this webinar, visit our
website. While you are there, you can also view and
download this deck at:
www.senturus.com/resources/holy-grail-marketing-
analytics/
The Senturus comprehensive library of recorded
webinars, demos, white papers, presentations, and case
studies is available on our website at:
www.senturus.com/resources/
Hear the Recording
Copyright 2016 Senturus, Inc. All Rights Reserved.