Data Driven Marketing & Adobe Marketing Cloud - Accenture [PDF]

The marketing activities are going to become even more digitalized with an increasing role of spending optimization. •

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Idea Transcript


Data Driven Marketing & Adobe Marketing Cloud

Agenda • Introduction • Adobe Marketing Cloud Overview and Advantages • Adobe Analytics - Key Capabilities and differentiators

• Adobe Target – Optimizing digital experiences • Demo • Adobe Audience Manager • Adobe Campaign - Key Capabilities • Personalization Use cases • Quick Win • Q&A

Copyright © 2016 Accenture. All rights reserved.

2

Agenda • Introduction ₋ Adobe Marketing Cloud ₋ The new marketing horizon

₋ A data-driven Interaction ₋ From data to marketing ₋ So what

Copyright © 2016 Accenture. All rights reserved.

3

• The marketing activities are going to become even more digitalized with an increasing role of spending optimization.

• The results monitoring and its relation with the real performance and the return will become the first driver of each digital marketing strategy . • The process, the tools and the skills of the new digital marketers (both in companies and agencies) is transforming.

Copyright © 2016 Accenture. All rights reserved.

4

Adobe Marketing Cloud (1/2)

Copyright © 2016 Accenture. All rights reserved.

5

Adobe Marketing Cloud (2/2)

Copyright © 2016 Accenture. All rights reserved.

6

Agenda • Introduction ₋ Adobe Marketing Cloud ₋ The new marketing horizon

₋ A data-driven Interaction ₋ From data to marketing ₋ So what

Copyright © 2016 Accenture. All rights reserved.

7

The marketing new horizon: upside down mgmt

+ E.M.M.

• Personalization is becoming one of the new “Digital Must” but it need to be much more integrated with the content mgmt, the webanalytics, the campaign mgmt and the CRM segment / strategies

D.M.P

Effectiveness

Programmatic Buying Personalization Content mgmt

Loyalty

• The DMP and the overall PB trend is confirming the two digit growth trend but the portmanteau with the CRM to obtain a full Audience mgmt will become the next frontier.

C.D.B

Social

-

C.R.M.

• Everything will be data-driven…

-

Control

Copyright © 2016 Accenture. All rights reserved.

+ 8

The marketing new horizon: upside down mgmt

+ E.M.M.

Audience mgmt

D.M.P

Effectiveness

Programmatic Buying

C.R.M.

Content mgmt

Loyalty

• The DMP and the overall PB trend is confirming the two digit growth trend but the portmanteau with the CRM to obtain a full Audience mgmt will become the next frontier.

C.D.B

Social

-

• Personalization is becoming one of the new “Digital Must” but it need to be much more integrated with the content mgmt, the webanalytics, the campaign mgmt and the CRM segment / strategies

• Everything will be data-driven…

-

Control

Copyright © 2016 Accenture. All rights reserved.

+ 9

The marketing new horizon: upside down mgmt

+ E.M.M.

• Personalization is becoming one of the new “Digital Must” but it need to be much more integrated with the content mgmt, the webanalytics, the campaign mgmt and the CRM segment / strategies

D.M.P C.R.M.

Effectiveness

Programmatic Buying Content mgmt

Loyalty

C.D.B

Social

-

• The DMP and the overall PB trend is confirming the two digit growth trend but the portmanteau with the CRM to obtain a full Audience mgmt will become the next frontier.

• Everything will be data-driven…

-

Control

Copyright © 2016 Accenture. All rights reserved.

+ 10

The marketing new horizon: upside down mgmt

+ E.M.M.

• Personalization is becoming one of the new “Digital Must” but it need to be much more integrated with the content mgmt, the webanalytics, the campaign mgmt and the CRM segment / strategies

D.M.P C.R.M.

Effectiveness

Programmatic Buying Content mngmt

Loyalty

C.D.B

Social

-

• The DMP and the overall PB trend is confirming the two digit growth trend but the portmanteau with the CRM to obtain a full Audience mgmt will become the next frontier.

• Everything will be data-driven…

-

Control

Copyright © 2016 Accenture. All rights reserved.

+ 11

The marketing new horizon: upside down mgmt

+ E.M.M.

Audience mngmt

D.M.P

Effectiveness

Programmatic Buying Personalization

C.R.M.

Loyalty

• The DMP and the overall PB trend is confirming the two digit growth trend but the portmanteau with the CRM to obtain a full Audience mgmt will become the next frontier.

C.D.B

Social

-

• Personalization is becoming one of the new “Digital Must” but it need to be much more integrated with the content mgmt, the webanalytics, the campaign mgmt and the CRM segment / strategies

• Everything will be data-driven…

-

Control

Copyright © 2016 Accenture. All rights reserved.

+ 12

The marketing new horizon: Programmatic & D.M.P.

Copyright © 2016 Accenture. All rights reserved.

13

The marketing new horizon: Personalization @ scale

Copyright © 2016 Accenture. All rights reserved.

14

The marketing new horizon: new phases & enablers Data-driven Marketing for OmniChannel

1

2

Visibility

AEM

Analytics

Target

Connector

Capabilities on support of the Digital Marketing activities in order to increase the visibility and traffic to the website. • Support to all Digital Marketing activities at Global or Country scale • Internationalization of SEO ₋ Global URL structure ₋ Alphabet support • Channels: ₋ DEM campaigns ₋ Affiliation ₋ SEM and Display Advertising ₋ Co-mkting ₋ Retargeting • Product and content Feed management to export enriched data to DM tools or affiliates

Personalization

AEM

Analytics

Target

Connector

Personalized and tailored contents, services after a Customer engagement.

• Deep personalization of the reaction on the website could be carried out within a strong relationship on the information shared between the online platform and the DM channels • A set of variables has to be defined and applied, e.g.: ₋ Campaign Source ₋ Campaign Medium ₋ Campaign Content ₋ Campaign Name • Reactions personalization ₋ Commercial proposition ₋ Services (e.g. samples) ₋ Story-telling / editorial Copyright © 2016 Accenture. All rights reserved.

3

Conversion

AEM

Analytics

Target Connector

4

Optimization

AEM

Analytics

Target Connector

Definition and evaluation of the main events in order to increase the related «conversions».

Different levels of Analysis and Optimization of the website and Digital Marketing activities providing tools, high-level data quality and reports.

• Evaluating the performance of different events across the DM channels applying specific variables to the different phases of the customer journey • Lead generation • Online sales • Evaluating the customer actions related to the DM activities concluded offline: ₋ Physical Stores ₋ Live Chat • Exchange campaign information between the online platform and CRM

• Automatic optimization leveraging on A/B and Multivariate Testing features • Media campaigns • Marketing contents (e.g. Landing pages) • Website contents • Funnel • Fallout

15

Agenda • Introduction ₋ Adobe Marketing Cloud ₋ The new marketing horizon ₋ A data-driven Interaction ₋ From data to marketing ₋ So what

Copyright © 2016 Accenture. All rights reserved.

16

The OmniChannel acquisition funnel

Engagement

Attraction

Customer Journey

Business lever

KPI

Addressable market Attract/ Consider Reach/ Engage

Brand awareness

Addressable market Digital Mktg

ATL

Customer Thrust

Natural & Organic

Customer relation

Experience

Direct Marketing

Click Through Visitors

Experience

Interact Commercial Levers

User Experience

Reactivation

Acquire Conversion Convert

Online

Offline

Advocacy

Channelling Maximize Relation

Copyright © 2016 Accenture. All rights reserved.

Profitability Turnover

Customer Lifetime Value

17

Omni-Channel Optimization: Online Purchase SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 18

Omni-Channel Optimization: Online Purchase SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 19

Omni-Channel Optimization: Online Purchase SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 20

Omni-Channel Optimization: Reserve and Collect SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 21

Omni-Channel Optimization: Pay and Collect SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 22

SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 23

Omni-Channel Optimization: First Registration SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 24

Omni-Channel Optimization: Increm. Registration SOURCE

CONTENT TYPE

INFLUENT EVENT

KPI

ORGANIC

HP

LIVECHAT

DIRECT

LANDING PAGE

RESERVE & COLLECT

SEM

PRODUCT PAGE

PAY & COLLECT

ONLINE PURCHASE

PRODUCTION MAIL

EDITORIAL CONTENT

DISPLAY

STORE LOCATOR

DEM

MTM

Copyright © 2016 Accenture. All rights reserved.

CONCLUSION

THANK YOU PAGE

WELCOME PAGE BOOK A VISIT

1° REGISTRATION

PERSONALISATION

INCREMENTAL REGISTRATION

STORE 25

Agenda • Introduction ₋ Adobe Marketing Cloud ₋ The new marketing horizon ₋ A data-driven Interaction ₋ From data to marketing ₋ So what

Copyright © 2016 Accenture. All rights reserved.

26

Management phases and business burining questions Historical data are the bases to the forecast…

Which are the sales and margin for • goals Objectives category? Commercial Plan How can we • Budget increase sales? Marketing Plan

many potential • How Objectives customers did I reach?

Web Marketing Channels

Pre-sales interaction How much effective is my commercial • Budget strategy? Transactions

Order fulfillment

Copyright © 2016 Accenture. All rights reserved.

Campaigns

How much effective and reliable are my processes • Mix and systems?

Post – sales interaction

Through which channels can we Mixclients reach •all the we need?

Are customers • Performance satisfied or are there any critical points to take care of?

Performance Am•I really doing profits thanks to these actions?

… forecast data are the bases to check performances 27

A quick commercial and marketing KPIs definition guide

Commercial planning

1

Marketing planning

Objectives

5

Sellout goals

2

6

• How much is the online sellout forecasted • Define total revenue for the entire assortment

Margin goals

• Define the margin goal expected per total sellout

Traffic goals

• Define the traffic volume expected in order to reach the revenues objectives

Conversion rate goals

Copyright © 2016 Accenture. All rights reserved.

• Define conversion rate to analyze better the visits number and their conversion in sellout (bottom up model)

Management granularity

3

By category

4

By week

7

• It is necessary to have visibility of the revenue and the sellout trend for each category sold

• Trend is built by mapping the sellout goals for each week

By channel

• Identify the channels to activate to reach visits volume goals and sellout goals

By campaign

• Define and optimize the mix of channels to maximize the performance in terms of sellout

8

28

KPI aggregation will drive the digital marketing actions Category

Dresses

Channels

Shirts Trousers

Boutique eCommerce

Shoes

EMM

Aggregated interactions Call-center

Selfservice

Deepness

Duration

Frequency

Copyright © 2016 Accenture. All rights reserved.

Contact

Purchase

Visit

Bounce

Example: «Issue from category in promo»; cross checking of data allows to understand the original situation

Subsequent interactions

• Single performance and interaction KPI coming from different tracking sources can be correlated to detect the reasons and the original context of the discrepancies with the expected trends. • The relations among KPIs can be obtained in different ways and with different levels of effort depending on the environment in which it is done. • Al the Digital Marketing PULL and PUSH actions will be driven by the real customer context and purchase attitude 29

Agenda • Introduction ₋ Adobe Marketing Cloud ₋ The new marketing horizon ₋ A data-driven Interaction ₋ From data to marketing ₋ So what

Copyright © 2016 Accenture. All rights reserved.

30

So What… 1

Everything will become (A) data-driven (B) personalized and (C) optimized in term of cost and performance

2

The role of DMP and CRM will blend starting the Audience Management era that integrate the customer knowledge

3

The roles of Agencies and the Media Center will be transformed moving to a consultancy direction

4

The “new way” to optimize is enabled by the front-end full control

Copyright © 2016 Accenture. All rights reserved.

31

Agenda • Introduction • Adobe Marketing Cloud Overview and Advantages • Adobe Analytics - Key Capabilities and differentiators

• Adobe Target – Optimizing digital experiences • Demo • Adobe Audience Manager • Adobe Campaign - Key Capabilities • Personalization Use cases • Quick Win • Q&A

Copyright © 2016 Accenture. All rights reserved.

32

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