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Introduction to Marketing Intelligence - Part I
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Introduction to Marketing Intelligence
Adding Real Value to Your Marketing Department
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“Every week, I have to go to a gun fight,
the senior executive leadership meeting,
and I am tired of going to a gun fight
with a knife.”
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Marketers are struggling with their
budgets and are constantly being asked
to do more with less.
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For marketers, the challenge of
providing concrete results is amplified
since brand and awareness are “fuzzy”
and are not directly related to sales
revenues
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During this course, I will give you
examples of 252 companies that make
up over US$ 53 billion of annual
marketing spending
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55% of the marketing executives
surveyed reported that their staff does
not understand essential marketing
metrics
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What you will learn in this course is
that this can all be changed without a
major investment in time or resources
by focusing on measuring the right
metrics in the right way
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This course is intended for anyone in
marketing who wants to significantly
improve their marketing performance
and justify marketing spending
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Now, we could talk about the 50 to 100
metrics applicable to marketing, but I
will talk about 15 that are really
important
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I will teach you how to use these metrics
to quantify the value of marketing and
radically improve marketing
performance
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Reasons range from “we don’t know
how” to the challenge that branding and
awareness marketing activities are fuzzy
and don’t directly impact sales revenues
in a short time period
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International Data Corporation (IDC)
estimates that data storage is growing at
60% annually, which tells us that stored
data is doubling every 20 months
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The Different Scopes of Intelligence
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You would think that he would answer –
“Circuit City,” but instead he said –
“Wal-Mart”
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Wal-Mart is the world’s largest retail
chain; and with amazingly efficient
supply chain and economy of scale,
driving price and margins to the bare
minimum
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Circuit City’s marketing strategy was to
constantly run sales. Yes, this drew
customers to the stores and drove sales
revenues, but competing with Wal-Mart
– running sales actually lost the business
money – negative profitability!
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A significant amount of the marketing
budget is spent on demand generation
marketing – designed to get customers
into the stores
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But Best Buy spends more money on
branding, CRM and infrastructure to
support Marketing Intelligence
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Best Buy also keeps score – measuring
the results of marketing initiatives to
optimize its marketing activities
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Best Buy marketers analyze customer
purchasing characteristics and
demographics on a store-by-store basis.
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“Jills” are soccer moms who may be
working but also run the family. She also
makes the primary electronics
purchasing decisions for the household
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Best Buy customized the marketing in
specific stores where there were a
significant number of “Jills” in the
surrounding population
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This meant specialized in-store
advertising, direct mail and changing the
product mix to appeal to them, which
lead to a large percentage increase in
these store’s sales revenue
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Marketers that “get” marketing have a
competitive advantage and those who
do not gradually lose market share
and/or profitability until they are
swallowed by competitors or go out of
business
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What Do We Know From Our Research
53% of organizations do not use forecasts of campaign return
on marketing investment (ROMI), net present value (NPV),
customer lifetime value (CLTV), and/or other performance
metrics
57% do not use business cases to evaluate marketing
campaigns for funding
61% do not have a defined and documented process to
screen, evaluate, and prioritize marketing campaigns
69% do not use experiments contrasting the impact of pilot
marketing campaigns with a control group
73% do not use scorecards rating each campaign relative to
key business objectives prior to a funding decision.
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A majority of marketing organizations do
not have professional processes in place
to manage marketing and that most do
not use marketing metrics in their day-
to-day marketing activities
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The divide is even more pronounced
when we look at marketing
organizations’ use of data
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How Marketing Uses Data
57% do not use a centralized database to track and analyze
their marketing campaigns
70% do not use an enterprise data warehouse (EDW) to track
customer interactions with the firm and with marketing
campaigns
71% do not use an EDW and analytics to guide marketing
campaign selection
80% do not use an integrated data source to guide automated
event-driven marketing
82% never track and monitor marketing campaigns and assets
using automated software such as marketing resource
management (MRM)
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The goal of this course is to give you
transparent metrics, tools, examples,
and a road map to actually do data-
driven marketing and apply marketing
metrics in your organization
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‘‘Half the money I spend on marketing is
wasted—the problem is I don’t know
which half.’’
- John Wanamaker
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‘‘Half the money I spend on marketing is
wasted, but today I know which half: TV
advertising.’’
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The Metrics That Work
Non Financial Metrics
– Brand awareness
– Test-drive
– Churn
– Customer satisfaction
(CSAT)
– Take rate
Financial Metrics
– Profit
– Net present value (NPV)
– Internal rate of return
(IRR)
– Payback
– Customer lifetime value
(CLTV)
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The Metrics That Work
New Age Metrics (Internet
Metrics)
– Cost per click (CPC)
– Transaction conversion
rate (TCR)
– Return on ad dollars
spent (ROA)
– Bounce rate
– Word of mouth (WOM)
(social media reach)
We will have an in-depth
discussion of Internet
marketing best practices
Give multiple examples of
how to use the Internet to
radically improve marketing
performance
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The Product Launch
A stamped ‘‘raw’’ metal plate was
delivered to existing Turbo Cab owners
to coincide with the press
announcement of the new product
launch
The mailing provided personalized log-
in credentials and encouraged visits to
the web site with: ‘‘The raw Porsche
911 Turbo Cabriolet awaits your color
selection.’’
On the web site, the customers chose
their favorite color and ordered a
personalized Turbo Cab poster
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The Product Launch
The design of the campaign, integrated
with the Internet web site, enabled
end-to-end tracking
There were 2,700 unique log-ins with
an average session time of almost 15
minutes, and 5,670 posters were
ordered
Interestingly, there was also a
significant WOM component, with
nearly 500 send-to-a-friend invitations
The campaign overall had a 30 percent
response rate, and 38 percent of Turbo
Cab buyers during this period received
the mailer
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The Product Launch
The response rate and time on site is
truly amazing given the high cost of the
product - $130,000
Target demographic: busy executives,
lawyers, and doctors.
This example is that the direct-mail
marketing was designed for
measurement and was integrated with
the Web, enabling the capture of
customer response data and
identifying potential leads
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Customization and marketing
intelligence can have a significant and
measurable performance impact for
both small and large firms
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DuPont Tyvek HomeWrap
DuPont Tyvek is a well known US
brand
The product is successful because of
the innovative properties of the
product and the marketing strategy
that DuPont used
Tyvek has a unique property that keep
liquid water from passing through
making it extremely durable
Tyvek is used in packaging, protective
apparel, envelopes, covers, graphics
and home construction
It is extremely useful in the
construction industry where it is
wrapped around the building frame to
keep mold and mildew out while
protecting homes & buildings from
water damage
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The Challenge
Marketing Intelligence and marketing
metrics start with the principle of
keeping score for all major marketing
activities
This is challenging, since the
advertising is designed to brand Tyvek
by creating awareness for the product
and an emotional attachment that your
home is safe with Tyvek
In addition to the print marketing,
DuPont used the sponsorship of Jeff
Gordon in NASCAR.
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NASCAR
NASCAR is an extremely popular sport
in the United States
It’s also very interesting from the
marketing perspective
It is the #1 in-person attended sporting
event and the #3 most watched sport
in the United States
Almost 80 million people regularly
watch NASCAR
Combined with F1, auto racing is the
#1 live event in the world today
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Jeff Gordon
DuPont also sponsors Jeff Gordon
Has won the NASCAR
Championship 4 times
ESPN rates him the 8th most
recognized sports figure in the
United States
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Activation Campaign
Campaign included painting Jeff
Gordon’s car with a Tyvek “TV panel”
on the back for a race in Kansas & TV
advertising blanketed the Kansas area
during the race to build customer
awareness
Primary focus of the campaign was on
three groups:
– Retailers
– Builders
– Specialists in Construction
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The Poster Sent to Distributors
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The Offer
The offer was for an ‘‘ultimate race
weekend’’ luxury box for the race and
opportunity to actually meet Jeff
Gordon
Awards went to
– top 24 retailers across the country
who sold the most DuPont
products
– top 24 builders who bought the
most DuPont products
– top 24 specialists who signed up
the most new and existing retailers
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The Results
438 retailers signed on
– 202 new and 236 existing
– 186% sales increase during the
promotional period
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The Weakness of the Measurement
A weakness of the marketing
measurement was that the
impact of the brand and
awareness component of the
marketing was not captured
particularly well
Tyvek logo that is visible on
all new construction that
uses the Home Wrap product
The following was posted on
the www.NASCAR.com blog:
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My favorite NASCAR memory includes
our favorite driver, Jeff Gordon, and my
son, Logan. When Logan was two, we
would drive by new housing
developments and he would tell us
which houses were Jeff Gordon’s.
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We didn’t put it together for a couple of
months, but every time we would walk
by or drive by a new housing
development Jeff Gordon almost always
had a house there.
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Finally, we realized our two-year-old was
matching the DuPont Logo from Jeff
Gordon’s racecar with the DuPont House
Wrap logo (Tyvek) on the new homes.
Kudos to DuPont for its brand.
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The takeaway is that the Tyvek Home
Wrap campaign primary objectives were
designed to be measured; DuPont
marketing was keeping score, and the
pre-post change in number of pallets
shipped justified future marketing
investments.
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If you ask CMOs how they spend their
budget, you most often hear the
percentage spent on TV, print, Internet,
direct mail, telemarketing, and so on.
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But this breakdown is not particularly
useful, since it does not tell us what
these organizations actually do with
their money.
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We want to know what marketing
investments are actually intended to do
or achieve?
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We define 5 buckets of funding based on
achieving different goals and objectives –
such as demand generation,
branding/awareness, customer relationships,
shaping markets and infrastructure.
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The 5 Buckets in Detail
Demand Generation – marketing activities to drive revenues
in a relatively short time period after the campaign
– Sales, coupons and events
Branding & Awareness – marketing activities drive awareness
and can include sponsorships, naming rights to events or
properties, and advertising specifically for awareness, not
promoting an upcoming sale
Customer Relationships – marketing focuses on creating a
personal link to the customer that drives loyalty and
engagement
– Thank you notes after purchase and loyalty programs such
as concierge shopping services
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The 5 Buckets in Detail
Shaping Markets – activities designed to make the market
more receptive to your products or services, through 3rd party
recommendations
– Analyst relationships for B2B firms and social media
blogging to influence perception
Infrastructure – investments into technology and training to
support the marketing team
– Enterprise Data Warehousing (EDW), analytics and
marketing resource management software to support
marketing intelligence functions
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How Do Marketers Allocate Budget?
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What Do We Know?
The Marketing Divide Is Real!
There is a Significant Difference Between Leaders & Followers
Leaders spend less on demand generation marketing and
more on branding, customer relationships, and infrastructure
to support marketing intelligence
Leaders have processes in place to optimize marketing
management – it’s not done ad hoc
Leaders have significantly better sales growth and financial
performance compared with the followers
And no surprise, key marketing processes of leaders include
metrics to keep score and marketing intelligence
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When the economy gets tough, senior
management’s reaction is to
aggressively cut costs – but they use a
hatchet instead of a scalpel – causing
significant impact on both short and
long-term performance
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Marketing may seem like an easy cost-
cutting target due to the difficulty with
which its returns are quantified – but
when you understand the link between
investment into marketing and
performance during and following a
recession.
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In a study covering 16 different industries
from 1980 – 1985, results showed that firms
that maintained or raised their advertising
expenditures during the 1981 – 1982
recession averaged significantly higher sales
growth during the recession and the three
years after.
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By 1985, sales of companies that took an
aggressive advertising approach during
the recession had risen by 256% over
those who lowered or failed to maintain
their advertising spending
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In the 2001 technology industry
recession, Intel invested $2 billion in
new chip manufacturing facilities and
aggressively marketed new dual-core
technology in order to grab market share
from competitor AMD
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In 2008, three years into a recession in
construction, Johnson Controls rolled out a
new ad campaign continuing its ‘‘Ingenuity
Welcome’’ effort. The campaign, which
included significant print and online
advertising, demonstrates Johnson Controls’
efforts to build energy-efficient environments
for customers.
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Know Yourself –
Figure out which data are important
using the 80/20 rule: ask what is the 20
percent of data that will give 80 percent
of the value?
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Know Your Customers –
Fine-grained segmentation, which then
leads ultimately to customer targeting
and data-driven marketing activities.
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In 1974, bar code scanners were
introduced in retail, and for the first time
this enabled the tracking of individual
consumer product purchases at the
point of sale
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This technological innovation spawned
‘‘marketing science,’’ the idea that
marketers could quantify marketing
using analytic principles
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Today, the Internet and cell phone
networks are enabling the next leap in
data collection of customer interactions
with marketing
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The new data-driven approaches and
infrastructure to collect customer data
are truly changing the marketing game,
and there is incredible opportunity for
those who can act upon the new insights
the data provides