As organizations leverage both digital and traditional vehicles in their media mix, there has been an increased interest on multi-channel analysis to help measure the interaction of various channels such as web sites, customer service, phone support and print media to understand how these channels relate to each other and impact customer behavior.
Organizations using cross-channel analytics to understand the impact of each channel on customer behavior are trying to understand what's really working and how to enrich customers' experiences.
What does it take to do cross-channel analytics? We're going to need skills, tools and models that go beyond web-analytics. While web analytics focus on the behavior of "visitors," in cross-channel analytics we want to be able to track individual behavior across channels to fully understand our customers, their experiences and their actions.
advertisement
advertisement
Therefore, cross-channel analytics requires path-to-conversion analysis and cross-channel synergy analysis. Path-to-conversion analysis requires that we assess all the "events" in the customer pathway that the customer has been exposed to that contributed in some way to the customer's conversion at the end of the path.
Identifying cross-channel synergies requires looking at how different elements of the communication mix work together to move a customer through the buying process. Assuming that each element contributes something to the conversion path, the questions we want to be able to answer at a minimum from our cross-channel analytics are:
While cross-channel analytics take some investment and effort, they bring value to many of the business intelligence tools we've already invested in. Here are just a few ways cross-channel analytics add value to our forecasting, predictive analytics and modeling capabilities.
What does it means to you? Cross-channel analytics are going to require every company to invest more in acquiring and analyzing data in order to produce true insights and recommendations that are valuable to the business.
And marketers are going to need to embrace statistics, modeling and predictive analytics. As this need for whole-business analysis increases, marketers are going to increasingly need tools and models that bridge online and offline data.
Because customers today can move across several channels in the process of making a single buying decision, organizations will need to improve their cross-channel marketing capabilities and deploy solutions that enable analyzing customer behavior, making customer-centric decisions, and responding quickly to marketing opportunities.
This ability to overlay many complex layers of data in order to generate a holistic view of customer behavior and campaign effectiveness has numerous implications for all of us in marketing, starting with improving analytical skills, addressing data quality, and investing in better tools.
Laura, great piece. Integrated marketing/communications has been around for a while, but few companies do it well primarily because they fail to invest in the necessary analytics. Problem is that each channel owner has created their own methods for gathering metrics which makes it difficult to develop the holistic enterprise-wide view that is required here. Also each channel is typically measured, rewarded and funded based on its own channel performance. That said, you are absolutely correct that cross-channel analytics is the way forward but it will take a top-down approach from the CMO to remove the barriers to cross-channel cooperation within the organization, and an investment in the tools and skills required.
Hi, It's great to see this article done comprehensively. In our experience to really get cross-channel analytics up and running you have to invest in getting all the data together. Then, you can perform more interesting operations on it such as predictive modeling and (required) collaboration benefits where humans help to recognize patterns that the machine misses. The hurdle is in data normalization and managing a growing and evolving data set every day. I encourage you to check out TrackSimple (www.tracksimple.com) and take a look at our approach to cross-channel analytics and prediction. thx. --Jon