MARKETING ANALYTICS:

THE ROI OF INSIGHT AND THE

ADVANTAGE OF THE CLOUD
October, 2015

 Peter Krensky, Research Analyst,

Analytics & Business Intelligence

Report Highlights

p2 p6 p7 p8

The CMO’s agenda. The ROI of Examining the cloud Getting better all the
marketing analytics. advantage. time with
comprehensive
analytics.

This report examines the top concerns of marketers, the impact

of marketing analytics on key performance metrics, and the
advantage of cloud analytics.
 Marketing Analytics: The ROI of Insight and the Advantage of the Cloud

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Marketing has never been harder. Companies must constantly
Modern analytical tools compete for eyes and ears across all channels and formats. As
can offer marketers up- marketers toil to cut through the extraneous noise, they must
also ensure that they are reaching the right audience where their
to-the-minute messaging will resonate. This requires strategic and tactical
information on any key insights into marketing performance and customer activity.
indicators of customer While marketers face the most challenging environment in the
history of their profession, they also have a set of advanced
behavior. analytical tools to choose from to aid in their efforts. Modern
analytical tools can offer marketers up-to-the-minute
information on any number of key indicators of customer
behavior, this way marketers can gain a true understanding of all
Survey participants comprised facets of marketing performance and better demonstrate their
firms in business-to-business
contribution to the competitive advantage of the organization.
(B2B), business-to-consumer
(B2C), and mix-model (B2B and Aberdeen Group surveyed hundreds of organizations to better
B2C as well as B2B2C) understand their marketing activities and related technology
organizations. strategies. This report will examine the marketing challenges
and opportunities that can be addressed with analytics, and
Data presented in this research
was collected in Aberdeen’s 2015 highlight the advantages of achieving comprehensive analytics
Business Analytics, and 2015 in a cloud environment.
Marketing Effectiveness and
Customer Experience Top Marketing Priorities
Management surveys.
The top goals cited by marketers reflect the need for greater
strategic insight into customers and marketing performance
(Figure 1). CMOs need to clearly draw a line between marketing
96% of CMOs are not satisfied
activities and improvement in these areas. First and foremost,
with their ability to use customer
data to orchestrate buyer marketers care about retaining their current customers.
journeys. Retention rates are a leading indicator of overall performance
and also easily attributable to marketing efforts. Marketers want
to identify the traits of customers at high-risk of departing the
business, and find a way to bring them back into the fold.

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Figure 1: The CMO’s Agenda

n=207
Source: Aberdeen Group, April 2015

Marketers also need to increase the prominence of their brands

while simultaneously instilling customer loyalty. This involves
identifying the best channels through which to reach customers,
and intelligently allocating marketing dollars to have the
greatest impact. Another goal, achieving greater customer
satisfaction, means responding to customer needs more quickly
and creating a more personalized customer experience.
Marketers have to identify the most vital aspects of the customer
experience that drive satisfaction and eliminate any practices
that produce dissatisfied customers. Highly satisfied customers
will become valuable advocates for a company’s products and
services.

Finally, over half of marketers are focused on increasing

customer profitability. This requires increasing the wallet share
of each account while reducing associated costs, such as
marketing spend. Maximizing profitability requires a precise and

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thorough understanding of customers. The wrong upsell attempt
at the wrong time could end up decreasing customer spend in
the long run. None of these goals exist in a vacuum. Improving
customer satisfaction will positively impact loyalty and
retention. Developing brand loyalty will make it easier to
increase customer profitability. Overall, marketers are an
ambitious bunch as they seek to attract and retain customers
who are loyal and increase spend over time.
For the purposes of this research,
Aberdeen uses the term “omni- Marketing Challenges to Overcome
channel” to define activities that
help marketers deliver The CMO’s agenda is easier said than done. Aberdeen also asked
personalized and consistent marketers what external pressures impact them and their
customer experiences across respective organizations’ marketing efforts (Figure 2). Today’s
multiple channels (e.g., phone,
customers expect more than ever: highly customized
social media, web, mobile and
email) and devices (in-store, interactions, instantaneous responses, and a seamless omni-
laptop, and smartphone). channel experience (see sidebar). Additionally, many marketers
feel that their industries have never been more competitive.
The end goal of these activities is Landscapes continue to become more crowded, and marketers
to ensure that the context and
experience from each channel seek to stand out amongst the cacophony of their rivals’
and device carries over across all messaging. To accomplish this, marketers need to reach
other touch-points to ensure customers with the right content via the right channel at the
consistency of conversations via
right time. They also need to find ways to differentiate their
multiple touch-points.
outreach from competitors while still resonating with the right
audience.

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Figure 2: Top External Marketing Pressures

n=111
Source: Aberdeen Group, February 2015

Marketers are also challenged by rapidly changing markets and

the growing number of channels through which customers need
to be engaged. Customer activity often needs to be tracked and
managed in real-time to stay ahead of the competition.
Marketers need to collect, access, and analyze data types as they
come in from all digital channels. They also need to predict
Marketers constantly
customer trends and behaviors to stay ahead of the curve. Many feel the top brass
marketing departments struggle with managing interactions breathing down their
across multiple channels to ensure customers receive updated necks to demonstrate
and tailored messaging based on previous engagements. All of ROI for marketing
these external pressures can hold marketers back from spend.
achieving their goals. Enlightened marketing leaders do not
despair, however, and overcome these challenges through the
diligent application of analytics.

Analytics Make an Impact

In addition to all of these challenges and pressures, marketers

constantly feel the top brass breathing down their necks to

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demonstrate ROI for marketing spend. No CEO will long tolerate
Top Marketing Functions a CMO who fails to attribute revenue to specific marketing
Addressed with Analytics: activities. Marketers can demonstrate their value by becoming
• Lead generation: 67% of more data-driven and technologically advanced in their
respondents activities. Aberdeen identified organizations in its survey
• Campaign development: respondent pool that reported comprehensive analytical
65% adoption and high-levels of activity in their marketing
• Customer relationship
management: 56% departments (Figure 3). This means they are able to integrate
• Lead management: 54% data from multiple sources, and utilize all available information
• Social media monitoring: to better understand and predict marketing performance.
42% Marketers in these organizations operate in a data-driven culture
• Search engine marketing:
38% and go beyond reporting to leverage advanced analytical
capabilities. Analytics can be applied to the full spectrum of
marketing functions (see sidebar) to create a clear picture of
customer preferences, activity, and profitability.

Figure 3: The ROI of Marketing Analytics

Aberdeen defines a marketing-

generated lead as a prospect that
was recognized when a customer
responded to a marketing
channel.

n=692
Source: Aberdeen Group, February 2015

The impact of a data-driven approach to marketing can be

immediately seen in several metrics. It should be noted that
correlation does not equal causation, and many factors

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contribute to the successful performance of an organization.
Still, organizations with comprehensive analytics in marketing
reported a 22% greater percentage of business coming from a Data-savvy marketers
marketing-generated lead (see sidebar). Strong analytics enable
can identify the most
marketers to identify which activities convert to closed business,
and then double down on the organization’s investment in those
profitable customers
areas. With the right data-driven insights, marketers can engage and tailor messaging
more customers more successfully. and offers to increase
wallet share.
Measuring the effectiveness of campaigns not only makes
marketers look good – it helps generate more business for the
entire organization. Organizations with highly analytical
marketing departments averaged a 13% increase in revenue
year-over-year, a 44% greater improvement than less data- Deploying strong
driven organizations. Data-driven marketers can trace revenue
analytics in the cloud
growth in key areas back to specific marketing strategies.These
companies are sustaining healthy growth in part due to their
gives marketers the
ability to create actionable intelligence, and use it to attract new ability to quickly
customers and expand existing relationships. perform ad-hoc
analysis to generate
Highly analytical marketers also did a better job of improving
customer profitability. Data-savvy marketers can identify the insights that will
most profitable customers, and tailor messaging and offers to support their efforts.
increase wallet share. The right tool can predict which customers
are ripe for cross-sell and upsell opportunities, and prescribe
recommendations. Strong analytics will also make marketing
more efficient. Better customer understanding means more
accurate targeting per channel and fewer wasted marketing
dollars. Techniques like A/B testing enable marketers to quickly
identify successful or unsuccessful content, messaging, imagery,
and promotions.

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 Marketing Analytics: The ROI of Insight and the Advantage of the Cloud

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Connect to All your Data in the Cloud

In addition to helping marketers show their contribution to key

financial metrics, the right analytics solution produces happier
users and improved operational performance in marketing.
Aberdeen isolated organizations with comprehensive marketing
analytics and a cloud deployment to compare their performance
across a number of user metrics (Figure 4). These organizations
deliver information to their users within the decision window
85% of the time, or 35% more often than all other surveyed
organizations. This means that more marketing decisions,
especially time-sensitive ones, are made based on data rather
than intuition, anecdotal intelligence, or best guesses. Deploying
strong analytics in the cloud gives marketers the ability to
quickly perform ad-hoc analysis to generate insights that will
support their efforts. A cloud environment enables marketers to
get rapid answers and explore data more deeply when the
situation calls for it.

Figure 4: Faster Access and More Satisfied Users

n=274
Source: Aberdeen Group, June 2015

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Marketing analytics in the cloud helps organizations derive more
value from data they already have, while less analytical
organizations miss out on opportunities for insight. Users are
significantly more likely to be satisfied with both the relevance of
their analytical capabilities and their overall data access.
Marketers need the right data, and they need lots of it. Also,
customers are fickle creatures, so data needs to be constantly
updated to reflect the current reality. The cloud offers rapid time
to value as users quickly gain access to troves of relevant data
that will help them do their jobs. Campaign managers can
examine open rates, offer effectiveness, and click stream data.
Executives can manage budgets and determine ROI. The right
analytical capabilities help marketers to see the future and be
proactive, instead of reactive, with customers.

Many organizations fall short in reaching customers across all

channels because they lack a centralized data system. Cloud
Organizations with cloud
analytics enables all data types collected from all channels and analytics and widespread
residing on multiple platforms to be engaged and visualized in adoption in marketing are more
one place. Analytical minds in marketing can easily engage data likely than all other organizations
collected by cloud applications, such as marketing automation to adopt several key analytical
tools and capabilities:
or CRM, and integrate additional data types into their analysis.
• Real-time analytics: 40%
Users engaging data in the cloud are more satisfied because
more likely
their data is unified. Marketers in less analytically enlightened • Data prep tools: 37%
environments will struggle with tracking down disparate data more likely
sources and breaking through information silos. • Data discovery /
interactive visualization:
The Cloud Drives Improvement 105% more likely

Strong marketing analytics in the cloud drive several important

improvements (Figure 5). Organizations taking this approach
also achieve these improvements by offering users a more
mature analytical toolkit (see sidebar). Eighty percent (80%) of
organizations with cloud analytics and widespread adoption in
marketing reported an improvement in collaboration and

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knowledge sharing over the past two years. Collaborative efforts
Customers are fickle are bolstered by the cloud as marketing, sales, and customer
creatures, so data service are all working with the same data and seeing the same
needs to be constantly picture of customer activity. Marketers in highly analytical
environments will engage more data and share valuable insights
updated to reflect the
with each other. A data-driven culture, supported by strong
current reality. analytical functionality in the cloud, benefits the entire
organization.

A cloud analytical environment also supports greater data trust.

When information is siloed and analytics are immature,
marketers become skeptical of data quality. Decision makers
particularly are wary of sketchy insights that could steer them in
a disastrous direction. Executives want to know that data is
properly collected and managed. A cloud deployment ensures a
single version of the truth and provides a centralized hub for
trusted information.

Figure 5: Drive Improvements with Cloud Analytics

Timeliness is just as
important as
relevance to the
success of omni-
channel marketing. n=397
Source: Aberdeen Group, June 2015

Marketing analytics in the cloud have also contributed to faster

response times to customer requests. Powerful analytics alert

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marketers whenever customers raise their hands in any way.
Timeliness is just as important as relevance to the success of
omni-channel marketing. Marketers can leverage data to
immediately offer customers individualized responses across
multiple channels.

Finally, powerful analytics in the cloud help everybody make

faster decisions. Marketers can track digital trends, increase
investment in what’s working, and quickly call audibles when
efforts aren’t producing measurable results. As the pace of
marketing continues to accelerate, the ability to effectively
engage Big Data offers a competitive advantage. Marketers can
quickly adapt to changing customer needs and stay ahead of the
competition. The cloud offers users rapid data access from
anywhere to develop strategic insights and take action.

Key Takeaways

Marketers are now expected to endlessly anticipate, meet, and

exceed customers’ needs while demonstrating the value of all
their efforts. Marketing analytics enable organizations to obtain
maximum results from their marketing investments. With the
right tools, marketers can perform robust analysis on multiple
data sources, accurately predict performance, and derive the
maximum value from their data. Marketers and technology
decision makers looking to do more with marketing analytics
should keep the following in mind:

 The CMO’s agenda and the pressures of marketing.

Marketers' top priorities are customer retention, brand
awareness and loyalty, and improving customer
satisfaction. They also face the challenges of demanding
customers, competitive environments, fast-changing
markets, and omni-channel outreach. This agenda and
set of pressures cry for powerful analytics to better

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understand customers and predict marketing
performance.

 Comprehensive marketing analytics drive superior

financial performance. Organizations with
comprehensive analytics in marketing averaged 22% of
their revenue originating from a marketing-generated
lead. These same organizations averaged 13% revenue
growth over the past year. Highly analytical marketers
are also achieving the goal of improving customer
profitability.

 The cloud supports better data delivery and wider

data access. Organizations with cloud analytics and
comprehensive adoption in marketing deliver
information to users within the decision window 35%
more often than all other organizations. The cloud also
contributes to significantly higher rates of user
satisfaction around the relevance of analytical
capabilities and overall data access. Users can easily
connect to numerous sources to get the greatest possible
value from all the data they have.

 Powerful analytics in the cloud drive desirable

improvements. Organizations with cloud analytics and
strong adoption in marketing demonstrated greater rates
of improvement in several areas. Users in a cloud
environment become more collaborative, and a
centralized data system promotes trust in data. These
organizations also reduce response time to customer
requests and accelerate decision making.

Marketing will always be tough, but with the right approach to

analytics, marketers can achieve success on all fronts.

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For more information on this or other research topics, please visit www.aberdeen.com

Related Research
Pervasive Analytics in Marketing: Methods and Customer Analytics for the CMO: Happy
Results; May 2015 Customers, Greater Revenue; July 2015
Self-Service Analytics, the Cloud, and Just-in- The CMO Dilemma: Bridging the Gap Between
Time Insight; July 2015 Love and Money; May 2015
Customer Analytics: How to Make Best Use of Data Democratization for Sales and Business
Customer Data; July 2015 Development; March 2015

Author: Peter Krensky, Research Analyst, Analytics & Business Intelligence

(peter.krensky@aberdeen.com)

About Aberdeen Group

Since 1988, Aberdeen Group has published research that helps businesses worldwide improve their performance.
Our analysts derive fact-based, vendor-agnostic insights from a proprietary analytical framework, which identifies
Best-in-Class organizations from primary research conducted with industry practitioners. The resulting research
content is used by hundreds of thousands of business professionals to drive smarter decision-making and improve
business strategy. Aberdeen Group is headquartered in Boston, MA.

This document is the result of primary research performed by Aberdeen Group and represents the best analysis
available at the time of publication. Unless otherwise noted, the entire contents of this publication are copyrighted
by Aberdeen Group and may not be reproduced, distributed, archived, or transmitted in any form or by any means
without prior written consent by Aberdeen Group.

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