Definitive guide to marketing metrics and marketing analytics

The
Definitive
Guide
marketo.com
Marketing
Metrics&
Analytics

2
© 2011 Marketo, Inc. All rights reserved.
Definitive Guide to Marketing Metrics and Analytics
Contents
Why Should I Read the Definitive Guide
to Marketing Metrics and Analytics? 3
Part 1: Measurement Builds Respect and Accountability 4
Why Now Is The Time For Marketing Metrics 7
Part 2: Planning for Marketing ROI 9
Step One: Establish Goals and ROI Estimates Up-Front 11
Step Two: Design Programs to Be Measurable 15
Step Three: Focus on the Decisions
that Improve Marketing 16
Part 3: A Framework for Measurement 17
Where Metrics Go Wrong 19
The Right Metrics 21
Part 4: Revenue Analytics 23
Define the Revenue Cycle 24
Revenue Cycle Metrics That Matter 29
Revenue Performance Management Metrics 33
Part 5: Program Measurement 37
Why Measuring Marketing Programs is Difficult 38
Method One: Single Attribution (First Touch / Last Touch) 40
Method Two: Single Attribution with
Revenue Cycle Projections 41
Method Three: Attribute across Multiple Programs
and People 44
Method Four: Test and Control Groups 46
Method Five: Full Market Mix Modeling 48
Program specific metrics – what you should
measure and track 49
Conclusion: Program Measurement Applied 50
Part 6: Marketing Forecasting 51
Part 7: Dashboards 55
Part 8: Implementation • People, Process,
and Technology 59
People and Culture 60
Process 62
Technology 64
Conclusion 65
Key Lessons to Improve your Performance, Profitability,
and Credibility with Marketing Metrics and Analytics 66

3
WhyShouldIReadtheDefinitiveGuide
toMarketingMetricsandAnalytics?
Do you know what profits a 10% increase
in your marketing budget would generate?
According to the Lenskold Group’s 2010 B2B
Lead Generation Marketing ROI Study, the
most common answer to this question is
“I Don’t Know.”
Forty-four percent (44%) of qualified
marketers have no idea what a 10% budget
increase could do for their companies.
Ifyoufitintothis44%,youwillexperience
difficultyprotectingyourbudget.Infact,you’ll
likelyfindyourselfaskingthequestiontheother
wayaround:“Whatwillhappennowthatmy
budgethasbeendecreasedby10%?”
Youcan’texpectyourorganizationtoplacevalue
onsomethingyou’reunabletoquantify.
This guide will help you do just that. We
will help you answer key questions like:
•
What are the most important marketing
metrics for me to use?
•
How can I measure my various marketing
programs’ impact on revenue and profit?
•
How can I best communicate marketing
results with my executive team and board?
•
Which personnel, procedural, and
cultural changes need to occur within my
organization so I can implement marketing
measurement?
• And many more…
The bottom line of any business is the top
line: revenue and faster growth!
So let’s get started.
5 QUESTIONS TO GUIDE YOUR
MEASUREMENT INSIGHT
1.
What are your specific objectives for marketing
investment and how will you connect your
investments to incremental revenue and profit?
2.
What impact would a 10% change in your
marketing budget (up or down) have on your
profits and margins over the next year?
The next three years? Five?
3.
Compared to relevant benchmarks (historical,
competitive, marketplace), how effective are you
at converting marketing investment into revenue
and profit growth?
4.
Which are appropriate targets for improving
revenue leverage (defined as dollars of profit
over dollars of marketing and sales spend) over
the next few years? Which initiatives will get you
there?
5.
What questions do you still need to answer
with regard to your knowledge of the return
on marketing investments? What are you going
to do to answer them?
(Source: MarketingNPV)

4
Part1:Measurement
BuildsRespectand
Accountability

5
Part1:MeasurementBuildsRespect
andAccountability
Marketing suffers from a crisis of credibility.
Typically, executives outside the marketing
department perceive that marketing exists
solely to support sales, or that it is an arts and
crafts function that throws parties and churns
out color brochures. Either way, marketing
often does not command the respect it
deserves.
What can marketers do so they are seen
as part of a machine that drives revenue
and profits? How can marketers take more
control over the revenue process, build the
respect of their organizational peers, and
earn a seat at the revenue table?
Use metrics that matter to
the CEO and CFO
It’s no secret that CEOs and boards don’t
care about the open rate of your last email
campaign or your last press release’s number
of views.
In today’s economy, CEOs and CFOs
care about growing revenue and profits:
•
How much faster are we growing now
versus last quarter? Last year?
•
How much profit was made last quarter
versus this quarter?
•
How much revenue and profit do you
forecast for the next quarter?
•
Why are you confident in the above answers?
Soft metrics like brand awareness, GRP,
impressions, organic search rankings and
reach are important – but only to the extent
that they quantifiably connect to hard
metrics like pipeline, revenue, and profit.
Of course, marketers must track and measure
the impact of all key marketing activities,
both hard and soft. But keep all but the
most critical metrics internal to marketing.
By speaking the same quantitative language
as the CEOs and CFOs, marketers will better
communicate marketing’s value and impact to
the executive suite.
See Part 4 for more on how to measure
the right revenue metrics.
CUT PROGRAMS TO BUILD CREDIBILITY
According to Marketo CEO Phil Fernandez, the #1
thing a marketer can to do to build credibility with
the CEO is to offer some cuts to marketing programs.
Show that you are “de-funding” things you
previously did that either A) didn’t work; B) weren’t
aligned with evolving company goals; or C) seem
less important now than other initiatives. This helps
demonstrate a strong sense that you are managing a
portfolio of investments, and that you are willing to
make hard choices with company money.
Seventy-six percent (76%) of B2B marketing professionals agree
or strongly agree that their “ability to track marketing ROI gives
marketing more respect.” Source: Forrester Research

6
Know the impact of each
marketing investment
If you can’t confidently identify which parts of
your marketing truly deliver financial returns,
marketing’s impact and influence will continue
to be limited across your company. This will
not only hurt marketing’s influence and
credibility; it can also prevent your company
from making the right strategic investments to
improve results over time.
See Part 5 for more on measuring the impact
of various marketing programs.
Forecast results, not spending
Forecasting is perhaps the single most
important thing marketers can do to change
the perception that marketing is a cost center.
In the same way that you can’t drive quickly
if you rely only on your rear-view mirror, you
can’t be an effective marketer if you only
report what has happened in the past. The
best marketers forecast the results they expect
in the future – and quantify their forecasts in
terms of leads, pipeline, and revenue.
When you talk about marketing spending,
other executives think of costs and profit
loss. When you talk about future results,
they think of revenue and growth.
To formulate accurate forecasts, sales
and marketing must sit together at the
revenue table.
See Part 6 for more on Marketing Forecasting.
Make hard business cases for spending
With its forecast in place, marketing must then
make a hard business case for the resources
it needs to deliver the results it has promised.
This requires knowing what it will take – in
money, time, and effort – to acquire new
qualified leads and nurture those leads until
they are ready to talk with sales.
Marketers who use this type of rigorous
methodology are able to frame their budgets
in terms of investments, not costs, and are
better able to justify and defend their budgets.
andAccountability
“
Marketing has always been a grueling and competitive sport – not
unlike running a marathon. With the changes in the buying process,
in media and technology, and managing expectations, it’s like
running a marathon as the ground shifts beneath your feet. What
was already difficult is becoming increasingly difficult. If you’re
going to do it without measurement, it’s like running a marathon,
in an earthquake, blindfolded.” David Raab, Author, Winning the
Marketing Measurement Marathon

7
WHY NOW IS THE TIME FOR
MARKETING METRICS
The way that prospects research and buy
solutions today has been forever transformed
by the abundance of information available on
websites and social networks, and this in turn
fuels a significant change in the way marketing
and sales teams must work – and work
together – to drive revenue.
Because they have ready access to
information, buyers resist engaging with sales
until much later in the buying process.
This presents an incredible opportunity
for marketing to reinvent itself as a core
part of the company’s revenue engine.
As the function that “owns” the relationship
with these early stage prospects, Marketing
now is responsible for a much greater portion
of the revenue cycle than ever before.
But with great power comes great
responsibility.
Enter Marketing Metrics.
CEO ratings of marketing’s performance
directly rise and fall with marketing’s ability
to quantify how their campaigns and programs
deliver value in line with company revenue
objectives. It is more important than ever for
marketing to link the impact of its efforts and
financial investments to revenue and profit,
and establish a true process for marketing ROI
in their companies.
andAccountability
Marketingprogramsmadean
impactandmarketingwasableto
documenttheircontribution
20%
47%
67%ofCEOsgivetheirmarketingdepartmentsaBorC
CEOsGradeMarketing
Notsurethemarketingprograms
madeadiﬀerence,buttheyprobably
hadsomeimpacteventhough
contributionwasn’tmeasured
Marketingprogramsmade
adiﬀerencebutcontribution
wasn’tmeasured
35%
Source: VisionEdge Marketing Marketo 2010 Marketing
Performance Measurement and Management Survey of
423 executives
“
70% of the buying process is now complete
by the time a prospect is ready to engage with
sales.” SiriusDecisions, Inc.

8
andAccountability
1. Denial
“Marketing is an art, not a science. It can’t be
measured. The results will come; trust me!”
At first, the CMO may deny the need to be
accountable for results. Being stuck in this
stage often leads to marketing’s isolation from
other departments and executives.
2. Fear
“What if my marketing activities don’t impact
the bottom line? Will I lose my job?”
Taking on accountability can be scary,
especially when you don’t yet know how
well (or poorly) your department is doing.
Marketing accountability is a double-edged
sword, shining a bright light on weak
performance as well as good performance.
Some CMOs may be tempted to avoid
accountability just to avoid facing which
category they are really in.
3. Confusion
“I know I should measure marketing results,
but I just don’t know how.”
The CMO knows that marketing accountability
is inevitable, but the path to achieve it
remains hidden. Basic metrics such as lead
source tracking and cost-per-lead are put in
place, but there is no holistic understanding
of how marketing activities are impacting key
bottom line metrics.
4. Self-Promotion
“Hey, come look at all these charts
and graphs!”
In a desperate attempt to appear accountable,
marketing measures everything that can be
(easily) measured — from website page views
to press release downloads to search engine
rankings. These CMOs proudly display their
results and claim marketing accountability.
However, important as these metrics may
be, they lack an explicit connection to hard
metrics like pipeline, revenue, and profit. The
result is a focus on soft marketing KPIs instead
of hard revenue growth, on short-term ROI
over long-term marketing accountability.
Inevitably, this will reinforce the perception
that marketing is a cost center, not a revenue-
producing asset.
5. Accountability
“Revenue starts with marketing.”
At this stage, marketing truly finds its place
in front of the revenue pipeline – where
marketing stops being a cost center and
starts justifying marketing expenditures as
investments in revenue and growth. This is
when the CMO can act, and talk, like a true
C-level executive, measuring and forecasting
marketing’s impact on metrics that matter to
the CEO and CFO. This is when marketing truly
earns a seat at the revenue table.
Getting to this final stage of marketing
accountability is difficult for any organization.
It requires top-level commitment, discipline,
and investment in the right systems and tools.
It can also require a rethinking of marketing
incentives and compensation. The journey
may not be easy, but the results—in terms
of peer respect and impact on profits—are
clearly worth it for any marketing team.
THE 5 STAGES OF MARKETING ACCOUNTABILITY

9
Part2:Planningfor
MarketingROI

10
Part2:PlanningforMarketingROI
Many marketers think of marketing ROI as
reporting on the outcome of their programs,
often in the form of a set of reports they have
to deliver monthly. But the best companies
recognize that reporting for reporting’s sake
is less important than the decisions those
reports enable to improve profits.
This is the difference between backwards-
looking measurement and decision-focused
management.
It’s important to plan your programs with ROI
in mind from the outset. When you quantify
the outcome you expect from each marketing
investment, you can then determine exactly
how you will measure the program against
those goals and position yourself to achieve
them.
The fastest-growing companies measure
ROI to find not just what works, but what
works better. They focus on “improving ROI,”
not just “proving ROI.”
Planning for marketing ROI involves
three main activities:
1.
Establishing targets and ROI
estimates up-front
2. Designing programs to be measurable
3.
Focusing on the decisions that will
improve marketing
Only with discipline, planning, and a
closed-loop process will you be able to
improve your marketing ROI.
MarketingROIManagementProcess
ProcessbeginswithROI
scenariosearlyinthe
planningcycletoshape
objectives,strategies
andtactics.
Measurementsare
prioritizedﬁrstand
thenplannedconcurrent
tocampaignplans,sotests
andvariationscanbe
incorporatedto
improveprecision.
Measurementscapture
lift,diagnoseweaknesses,
andgenerateinsightto
improveeﬀectiveness.
ROIresultsguidechanges
tostrategiesandtactics
inthenextcycleofmarketing,
basedonwhichhavethe
higherROIpotential.
1
2a
2b
3
BestAssumptions
MeasurementPlan
TestVariationsinPlan
ROIScenarios
Objectives Strategy TacticalPlan Impact
Contribution
Measurements
ROIMeasurement
HistorytoGuide
NextCampaign
(Source: Lenskold Group)

11
SHOULD MARKETING HAVE
TO JUSTIFY ITSELF?
According to consultancy MarketingNPV, the two
most common questions asked by non-marketing
executives are:
1.
“Does our marketing generate any value for
shareholders?”
2. “How do we know that marketing really works?”
Unfortunately, these questions immediately put
marketing on the defensive and inevitably cause
marketers to conduct time-consuming and expensive
analysis to justify their business function. This results
in a significant “insight opportunity cost” since all
the resources that could have been directed towards
the pursuit of true insight are instead diverted to
“proving” that marketing works.
Most companies will find that profits increase when
constrained analytics resources are focused on the
key decisions that will improve profits rather than
justifying marketing’s existence.
ESTABLISH GOALS AND
ROI ESTIMATES UP-FRONT
When planning any marketing investment,
your first step is to quantify your expected
outcomes. All too often, marketers plan
programs and commit their budgets without
establishing a solid set of expectations about
what impact they expect the program to
have. This is a terrible habit, and is one of
the underlying reasons why other executives,
especially CFOs, question marketing
investments.
The solution is to assign up-front goals,
benchmarks and KPIs for each marketing
program.
The first step of any program plan should be to
define your objectives and then pick measurable
metrics to support those goals. Imagine if each
PO came with an ROI plan – with best case, worst
case, and expected case scenario outcomes –
that answered the basic (but critical) question of
“what do we expect will happen in exchange for
this money we want to spend?”
Benefits of ROI goals
With ROI goals in place, the CFO will see not
only the cost that goes out the door, but also
exactly what benefit is expected to come from
that cost. As a result, he or she will be much
more likely to support the investment.
Don’t worry too much about the fact that
you are making estimates. As long as they are
clearly labeled, the CFO will understand that
any plan requires numerous assumptions.
Just the fact that the marketer is walking
in the door with a spreadsheet of numbers
establishes that marketing is speaking the
CFO’s language. That in itself is highly effective
for building credibility.
Modeling your ROI goals will also help you to:
•
Identify the key profit drivers that most
affect the model and ultimately your profits.
•
Create “what if” scenarios to see how
changing parameters may vary the results
and impact profitability.
•
Establish the targets you will use to compare
actual results.
STEP
ONE

12
How to build models for ROI goals
Not every program will have a complete ROI
calculation. Some programs will have softer
goals, such as number of attendees at an
event, but as always, the closer you can get to
measuring profits and ROI, the better you will
justify the investment.
Even the simplest ROI goals should include:
•
How many incremental sales are generated
•
How much revenue each sale produces
•
The gross margin percentage
•
The total marketing and sales investment
Here’s an example ROI calculation, courtesy
of Lenskold Group. Note how it captures all
expenses including all variable costs on the
left, and focused on incremental gross margin
on the right.
Basic ROI Calculation
STEP
ONE
MARKETING EXPENSES (EXCLUDING OFFER COSTS) MARKETING IMPACT QUANTITY
Campaign Development $25,000 Target Reached 27,000
Mass Media $100,000 % Convert to Sale 2.2%
Direct Marketing $40,000 Incremental Sales 594
Total Marketing Budget $165,000 Net Present Value per New Sale $875
MARKETING STAFF EXPENSE Incremental Revenue $519,750
Number of Staff Days 6.25
Average Daily Rate $450 Average Gross Margin % 38.0%
Total Staff Expense $2,813 Profit from Incremental Sales $197,505
Total Marketing Investment $167,813 Incremental Gross Margin $197,505
Gross Margin – Marketing Investment Return (i.e., Net Profit) $29,693
Return / Marketing Investment ROI 17.7%

13
Lenskold Group provides excellent tools
for managing marketing ROI, including an
online Lead Generation ROI planning tool.
This and other tools are available for free
from the Lenskold Group website (http://www.
lenskold.com/tools/LeadGenTool.html).
(Source: Lenskold Group ‘CMO Guide to Marketing’)
STEP
ONE

14
Understand Best Case, Worst Case,
and Risks Scenarios
The best plans show a range of targets,
including expected case, best case, and worst
case scenarios. This lets you protect your
credibility in case things go sour, and shows
an understanding of how changes to various
assumptions might impact the results.
It also shows that you understand the possible
risks that would hurt your program’s ROI. It’s
often a good idea to run your assumptions and
targets by the most skeptical and pessimistic
member of your team. Let them find all the
ways the program could fail – and then, where
possible, put in place contingencies to manage
the risks. This may include things directly
related to the program, but it can also include
broad changes to the business environment
and economy. By proactively identifying
and managing risks up-front, you lessen the
likelihood that other executives will shoot
bullets at your feet later on.
STEP
ONE
INCORPORATE ALL
RELEVANT EXPENSES
Often, marketing ROI models show ridiculously high
returns because they don’t incorporate all relevant
variable and semi-variable costs. Examples include:
•
Staff costs within marketing
•
Travel expenses
•
The cost of sales’ time spent following up on leads
Take, for example, a program that generates a lot
of leads but does not include the cost of the time
sales wastes on pursuing leads that don’t convert.
It’s quite possible that a program that at first appears
profitable will show a negative ROI once these
expenses are included.

15
DESIGN PROGRAMS TO BE
MEASURABLE
The best marketing programs have
intentional measurement strategies planned
in advance. So as part of planning any
program, you need to answer these three
questions:
• What will you measure?
• When will you measure?
• How will you measure?
In almost every case, you will need to
take specific steps to make your marketing
programs measurable. This often includes
setting up test and control groups or varying
your spending levels across markets to
measure relative impact. Without variance
in your marketing, you may not be able to
use modeling to tease apart the incremental
impact of your marketing programs and
improve your marketing precision and mix.
See Section 5 for more on measuring ROI
using test and control groups.
Data Collection
A key part of planning for measurement is
simply tracking the appropriate attributes
for all your marketing programs (and their
variants). This can include target audience,
message, channel, offer, investment level, and
any other relevant attributes.
Most companies do not begin this process
early enough in their lifecycle, and they pay
for it later. Even if you don’t use the data
right away, it will become invaluable down
the road when you attempt any of the more
sophisticated approaches towards measuring
program effectiveness. These attributes can
be stored in anything from your marketing
automation system to a simple spreadsheet
hosted on a share drive – what matters the
most is that you start to build the history as
early as possible.
“ It is more important to periodically capture
potentially high-impact insights than to frequently
measure less important outcomes simply for
reporting purposes.” Jim Lenskold, Lenskold Group
MEASUREMENT COSTS MONEY –
SO SPEND WISELY
Exercise discernment.
While it’s possible to measure just about anything
in marketing, it is impossible (and unprofitable!) to
measure everything.
Begin with the end in mind.
As Jim Lenskold says, “Prioritize when and
what to measure based on the answers you need
to make decisions that will improve your profits.”
Invest in Marketing RD.
This is a term used by consultant Jim Sterne
(@jimsterne). Just like the overall corporation invests
in RD to generate future profits, marketing should
do the same to generate similar insights to optimize
future profits. In other words, sometimes it is OK to
run a marketing program where the primary goal is
to learn whether something works, or how to make
it work better. A good rule of thumb is that allocating
10% of your budget to testing and experimentation
is usually a wise investment.
STEP
TWO

16
FOCUS ON THE DECISIONS
THAT IMPROVE MARKETING
You’ll deliver the best ROI and reap the
highest corollary benefits when you move past
backward-looking measurement to forward-
looking decisions.
This is the difference between marketing
measurement and marketing management.
It is the difference between data, intelligence,
and knowledge.
An integral part of your planning process
is identifying up-front what decisions you
need to make to drive company profits, and
then building your measurements to capture
information that facilitates these decisions.
This means you must measure things not just
because they are measurable – but because
they will guide you towards the decisions
you need to make to improve company
profitability.
Isn’t it time to swap your over-the-shoulder
stance, which prevents you from moving
forward efficiently, for strategic, objective-
driven momentum?
Your highest-ROI decisions will often flow
from strategic questions about offers,
messages, target segments and geographies –
not simply “pass/fail” assessments of specific
programs or tactics. You can always evolve
your mix of tactics, but even the best tactics
applied across the wrong strategies won’t
produce a fraction of your desired results.
In other words, marketers should focus
beyond “what is” and start measuring
“what if.”
Each measurement should seek to augment
your understanding of how to make the
program better and align it with your
company’s strategic objectives. This way,
even if you don’t meet all of your program
goals, you can still figure out why and how to
improve the program. This is almost always
better than launching a new program you
don’t yet know anything about.
MARKETING REPORTING: JUST BECAUSE
YOU CAN DOESN’T MEAN YOU SHOULD
Perhaps you’ve heard the adage that you can
torture the data until it confesses? What this means
is it’s important not to measure just what you can,
but what you can ACT on. Think about where you
want to end up before you begin, and strategize from
there. Ask yourself, “What question am I trying to
answer, and what would I do if the answer were
X or Y?”
STEP
THREE

17
Part3:AFramework
forMeasurement

18
Part3:AFrameworkforMeasurement
CEOs and boards don’t care about 99% of
the metrics that marketers track – but they
do care about revenue and profit growth.
There are two primary categories of financial
metrics that directly affect revenue and profits:
•
Revenue Metrics: Marketing’s aggregate
impact on company revenue
•
Marketing Program Performance Metrics:
The incremental contribution of individual
marketing programs
There are many other areas of marketing
metrics that are not addressed directly in this
Guide. These include:
Customer Profitability: Lifetime value of an
incremental customer

Web Analytics: Measures Web visibility to
target audiences against potential audiences,
and compares against industry and competitor
benchmarks
Public Relations: Measures views and impact
of corporate communications initiatives
Product Performance: Comparatively
measures the total sales and margins of
individual products
Brand Preference and Health: Assesses
brand preference in relation to preference for
competing brands
Sales Tool Usage: Measures which product
marketing materials are being used the most
And many other areas…
This is not to imply that these metrics are not
important for marketers to track – just that
they are likely to be less relevant to financially-
focused executives outside of marketing.
CUSTOMER SATISFACTION AND NET PROMOTER SCORES
For many companies, a key metric is their Net Promoter Score (NPS),
a customer loyalty metric based on customer answers to the question,
“how likely are you to refer us to friend or colleague?” According to
answers on a 0-to-10 rating scale, customers are grouped into three
categories:
Promoters (9-10)
Enthusiastic customers who will fuel growth with repeat and referral
business.
Passives (7-8)
Current customers susceptible to competitor offerings and thus have a
neutral brand impact.
Detractors (0-6)
Customers who voiced dissatisfaction and harm
the brand.
To calculate a brand’s NPS, use the following equation:
NPS = [% of Promoters] – [% of Detractors]
A company’s Net Promoter Score has been shown to have positive
correlations with faster growth and profits. Marketo’s own research
provides support for measuring customer satisfaction: high-growth
companies are more likely than low-growth companies to incorporate
customer satisfaction into their marketing executives’ compensation.

19
WHERE METRICS GO WRONG
There are literally hundreds of marketing
metrics to choose from, and almost all
of them measure something of value. The
problem is that most of them relate very little
to the metrics that concern a CFO, CEO and
board member.
Of course, it’s okay to track some of these
metrics internally within your department
if they will help you make better marketing
decisions. But it’s best to avoid sharing them
with other executives unless you’ve previously
established why they matter.
Vanity metrics
Too often, marketers rely on “feel good”
measurements to justify their marketing
spend. Instead of pursuing metrics that
measure business outcomes and improve
marketing performance and profitability, they
opt for metrics that sound good and impress
people. Some common examples include
press release impressions, Facebook “Likes”,
and names gathered at trade shows.
Measuring what is easy
When it is difficult to measure revenue and
profit, marketers often end up using metrics
that stand in for those numbers. This can
be OK in some situations, but it raises the
question in the mind of fellow executives
whether those metrics accurately reflect the
financial metrics they really want to know
about. This forces the marketer to justify
the relationship and can put a strain on
marketing’s credibility.
Focusing on quantity, not quality
According to a 2010 Lenskold Group / emedia
Lead Generation Marketing ROI Study, the
number one metric used by lead generation
marketers is lead quantity, whereas barely half
of marketers measure lead quality. Focusing
on quantity without also measuring quality
can lead to programs that look good initially
but don’t deliver profits. (To take this idea to
the extreme, the phone book is an abundant
source of “leads” if you only measure quantity,
not quality.)
Activity, not results
Marketing activity is easy to see and measure
(costs going out the door), but marketing
results are hard to measure. In contrast, sales
activity is hard to measure, but sales results
(revenue coming in) are easy to measure. Is it
any wonder, then, that sales tends to get the
credit for revenue, but marketing is perceived
as a cost center?
Efficiency instead of effectiveness
In a related point, Kathryn Roy of Precision
Thinking suggests paying attention to the
difference between effectiveness metrics
(doing the right things) and efficiency metrics
(doing – possibly the wrong – things well).
For example, having a packed event is no
good if it’s full of all the wrong people.
Effectiveness convinces sales, finance and
senior management that marketing delivers
quantifiable value. Efficiency metrics are likely
to produce questions from the CFO and other
financially-oriented executives; they will be no
defense against efforts to prune your budget
in difficult times.

20
Cost metrics
The worst kinds of metrics to use are “cost
metrics” because they frame marketing as
a cost center. If you only talk about cost and
budgets, then no doubt others will associate
your activities with cost, too.
Let’s take a look at a real-life example:
Recently, a marketer improved his lead
quality and simultaneously reduced his
cost-per-lead to $10. Thrilled with his
results, he went to the CEO to ask for
more money to spend on this highly
successful program.
Did the marketer get his budget?
No. The CEO decided the reduced lead cost
meant marketing could deliver the same
results with fewer dollars – and so she cut
the marketing budget and used the extra
funds to hire new sales people.
What went wrong here? The marketer
performed well, but he made the mistake
of not connecting his marketing results to
bottom-line metrics that mattered to the CEO.
By framing his results in terms of costs, he
perpetuated the perception that marketing
is a cost center. Within this context, it’s only
natural that the CEO would reduce costs and
reallocate the extra budget to a “revenue
generating” department such as sales.
FINANCIAL OUTCOMES OVER ACTIVITY
Look at the following (sanitized) letter from a CFO to a CMO for an
illustration of why financial outcomes are more important than activity,
cost and quantity.
“We seem to be purchasing GRPs and click-thrus at a lower cost than
most other companies, but what value is a GRP to us? How do we
know that GRPs have any value at all for us, separate from what others
are willing to pay for them? How much more/less would we sell if we
purchased several hundred more/less GRPs?
I think we need to look beyond these efficiency metrics and find a
way to compare all these options on the basis of effectiveness. We
need a way to reasonably relate our expenses to the actual impact
they have on the business, not just on the reach and frequency we
create amongst prospective customers. Until we can do this, I’m not
comfortable supporting further purchases of advertising exposure
either online or offline…
It seems to me that, if we put some of our best minds on the challenge,
we could create a series of test markets using different levels of
advertising exposure (including none) in different markets which might
actually give us some better sense of the payback on our marketing
expenditures.
My experience tells me that we are not approaching our marketing
programs with enough emphasis on learning how to increase the
payback, and are at best just getting better at spending less to achieve
the same results.“
(Source: MarketingNPV)
MARKETING CHAMPIONS
“Marketers have to be clear about what marketing
produces. Sales sells, but what does marketing
produce? You might answer brand awareness,
leads, and sales tools. But these answers
disempower the marketing function. The best
answer is that marketing generates cash flow in
the short term and identifies sources for future
cash flow in the long term.”
Roy Young and Allen Weiss, MarketingProfs

21
THE RIGHT METRICS
If activity, cost, and quantity aren’t the
right metrics to use, what are? Anything
that speaks to the CFO’s areas of primary
concern: revenue, margin, profit, cash flow,
ROI, shareholder value – in other words, your
company’s ability to generate more profits
and faster growth than your competitors.
This is what Roy Young and Allen Weiss
of MarketingProfs call “speaking the financial
language of business.”
Financial Metrics
Most B2B marketers should focus on two
categories of financial metrics:
The Time Dimension
Lenskold Group points out that there are
also different types of metrics in each
category, based on time:
Past: How did we do?
Present: How are we doing?
Future: How will we do?
These questions break into three
corresponding metric categories:
Marketing’s aggregate
impact on company revenue
The incremental
contribution of individual
marketing programs
Revenue Metrics
Marketing Program
Performance Metrics
Business Performance
Metrics KPIs
How did we do last week? Last month?
Last quarter?
Diagnostic Metrics
What is working, and what can work better?
Leading Indicators
How will we be doing in the future?
These are the most common reporting metrics that
you share with fellow executives, often on a dashboard.
They are mostly BACKWARDS looking metrics.
These metrics deliver insight into your CURRENT
performance, often by comparing against historical data
trends and competitor and marketplace benchmarks.
These metrics help you look FORWARD and forecast
future results. (See Section 6, Forecasting.)
Set Goals
As discussed in Section 3, make sure you set
goals for each of the key metrics you choose
to track. Your goals will put your performance
into context, and help you and your fellow
executives see if your results are on par with
what’s expected – or better, or worse.

22
Revenue Metrics
Marketing Program
Performance Metrics
Profit Per Customer
Aggregate impact
on company revenue
Incremental
contribution of
individual marketing
programs
Lifetime value of an
incremental customer
BUSINESS PERFORMANCE
METRICS KPIS
PAST: HOW DID WE DO?
•
Lead generation
versus targets
• Cycle time
• Investment
• Pipeline contribution
•
Program ROI
•
Average selling price
DIAGNOSTIC METRICS
PRESENT: WHAT
IS WORKING?
•
Conversion rate
versus trend or
benchmark
• Response rates
•
Lift over control
group
•
Investment to
acquire
a customer
•
Marginal cost to
serve
LEADING INDICATORS
FUTURE: HOW WILL
WE BE DOING?
•
Size of prospect
database size
•
Marketing
contribution forecast
•
Expected
contribution forecast
• Retention rates
•
Products per
customer
• Net promoter scores
The Right Metrics: Summary
PAUL ALBRIGHT, MARKETO’S CHIEF REVENUE
OFFICER, SHARES HIS SECRETS FOR
MEASUREMENT SUCCESS:
1.
Choose no more five key metrics. It’s hard to
put organizational focus on more than that, so
choose wisely.
2.
Measure success versus goals for those metrics
for every campaign, every channel, every sales
rep/region, every product, etc.
3.
Show trends for those metrics over time – that
way you can immediately see where you are
improving and where you are not.
4.
Put on a dashboard for everyone to see so there
is always a succinct view of what marketing is
trying to achieve, and where you stand.
5.
Have recognition systems tied to goals. Make
sure top contributors get recognition – give them
badges they can put on the desks or cube.
6.
Rinse and repeat. The best performing companies
track results weekly, monthly, and quarterly
– so they can improve just as often.

23
Part4:Revenue
Analytics

24
Part4:RevenueAnalytics
Perhaps the most important metrics for
building marketing’s credibility are the
metrics that show marketing’s aggregate
impact on revenue.
Some old-fashioned marketers say that
marketing isn’t responsible for revenue. We
disagree. In today’s online and social world,
marketing is responsible for up to 70% of
the entire buying process – which means
marketing and sales need to rethink how
they work (and work together) to generate
revenue. This new way of working requires
new metrics and analytics.
We call this new measurement process
‘Revenue Cycle Analytics’, and this new
way of working ‘Revenue Performance
Management’.
DEFINE THE REVENUE CYCLE
The first step in Revenue Cycle Analytics is
to define the stages of the revenue cycle,
starting with potential buyer awareness and
moving through marketing and sales to closed
business and beyond. When marketing and
sales collaborate to formally define each stage,
as well as the business rules that determine
a prospect’s movement from one stage to
the next, they create the foundation for a
comprehensive set of robust revenue metrics.
Methodology
Defining the stages of the revenue cycle
requires a new revenue methodology.
Traditional sales methodologies such as SPIN
Selling and Miller Heiman provide standard
benchmarks and best practices for the sales
function, and these sales methodologies form
the basis for the best sales analytics. At their
core, these methodologies break the sales cycle
into stages and allow the sales executive to
track movement through the stages – which in
turn lets them answer key questions such as
“how long is the sales cycle?” and “how much
pipeline coverage will help me hit my targets
for this quarter?”
Traditionally, marketers have not applied
the same level of rigor to their portions of
the revenue cycle. This is unfortunate, since
it is the only way marketers will be able
to understand how their activities move
prospects forward.
That is why the foundation of Revenue Cycle
Analytics rests in clearly defined stages and
clear rules for how prospects move through
the stages over time.
A NEW BREED: REVENUE MARKETERS™
To thrive in today’s changing marketplace, marketing
must begin to operate and sound more like sales.
As demand generation agency The Pedowitz Group
says, marketers must “manage a predictable, reliable
funnel with a plan that ultimately produces higher
value leads and maximizes revenue.”
Today’s successful marketer has evolved beyond
the language of traditional marketing. The Pedowitz
Group coined the term “Revenue Marketer™”
in 2007 to describe this new breed of marketer.
Debbie Qaqish, Chief Revenue Marketing Officer
of The Pedowitz Group, says that these Revenue
Marketers™ use the language of business to describe
their contributions with metrics that measure
pipeline, opportunities, and revenue. They measure
what matters to a CxO – and talk about these metrics
in terms their executive leadership can understand
and evaluate.
At any given moment, a Revenue Marketer™ knows
how their key metrics stack up against their targets,
and what they plan to do to improve their results.

25
STAGE

All Names
Engaged
Prospect
Lead
Sales Lead
Opportunity
Customer
All Names
Prospect
Recycled
Lead
AWARENESS
Engaged
Opportunity
Customer
Sales
Lead
MQL
SAL
SQL
Nurturing
Database
Marketing
SDR
Sales
DEFINITION
This is the entry point for everyone. We have purposely called this stage
“Names” because these individuals are not leads when they first enter the
funnel.
This definition applies to those who show real engagement, such as attending
a webinar, downloading content from our website, or clicking an email that
we send. At this stage, we filter out the names that haven’t engaged with us
as a brand, such as those who simply threw business cards into our bowl at
a trade show.
This stage refers to qualified prospects that could buy one day, but aren’t yet
ready for engagement with sales. “Qualified” denotes the right kind of person
at the right kind of company, as determined by our “fit” scoring rules. This is
the first metric that we report to fellow executives and the board.
These marketing-qualified leads are prospects that show enough behavioral
engagement or buying intent that we want to call them.
These leads have been qualified as “sales-ready” by a sales qualification rep.
The sales team has accepted these leads and added them to the pipeline as
a deal they are actively working.
We have closed these deals and won new customer business. (These customers
are then passed on to a new revenue cycle for upsell and retention.)
Example: Marketo’s Revenue Cycle
Different companies will make different decisions about what
definitions best suit their revenue cycles, but as a case study
example, here are Marketo’s definitions. The methodology
behind these definitions is in part responsible for Marketo’s
highly efficient revenue engine and fast growth.

26
Three Categories of Stages
Your company may use only a few revenue
stages, or you may model something more
sophisticated like Marketo’s model – but no
matter which specific stages you choose, there
are only three categories of stages:
CATEGORY
Inventory Stages
Gate Stages
SLA Stages
DEFINITION / TIMELINE
An inventory stage is a “holding pool” where leads and
accounts can sit for an unlimited amount of time until they’re
ready to move to another stage.
A gate stage is a simple qualification check with no time
dimension.
SLA stands for “service level agreement”. These stages denote
a defined time period in which a lead must be evaluated
before moving forward or be eliminated from the process.
EXAMPLE
Common examples of inventory stages include the prospect
pool, where leads are nurtured until they are sales-ready;
active opportunities are not yet committed
to a certain timeline.
Assume your company only wants leads from companies of
$100+ million in revenue. In the gate stage, a lead will move
forward if his/her company has more than $100 million in
revenue. If not, the lead is disqualified.
When a lead is deemed “sales-ready,” it can become
a “marketing-qualified lead.” The appropriate sales
representative has 14 days to contact the lead and choose
to accept the lead, disqualify it, or recycle it back for further
nurturing. If a lead stays in this stage for over 14 days, it
becomes “stale,” which can trigger a process that alerts
sales management or even reassigns the lead to a different
sales rep.

27
Revenue Stage Model Best Practices
A best-practice revenue stage model is based
on three fundamental principles:
Sales resources are relatively expensive. To
provide the highest value, sales should not
engage with prospects until prospects are
ready to engage with sales. Sales interactions
should start relatively late in the pipeline,
once leads are well qualified, and use lower
cost channels such as marketing to develop
relationships with everyone else.
No lead left behind. Don’t let potential
customers end up in “lead purgatory.”
Implement SLA stages wherever possible
to ensure your leads either flow forward or
are recycled back to marketing. Keep your
inventory stages to a minimum – perhaps just
one in marketing – so prospective customers
don’t sit idle.
A prospect’s journey from initial awareness
to customer is often non-linear. Sometimes
leads originally deemed “sales-ready” are not.
Because no lead should ever remain stagnant
in the system, these leads should be recycled
back to marketing for nurturing.
Detours
Of course, not all leads follow a linear
success path, so make sure your model
also defines “detour stages” to capture
leads that are not qualified, or that require
a few rounds of nurturing before they’re
sales-ready.
Transition Rules
As the final step in formulating your revenue
stage model, you need to define the business
rules that govern how and when your
prospects move from one stage to another.
This includes how your leads move from the
traditional success path to various detour
stages and back again. For example:
1.
A person may move from Engaged to
Prospect if their company reports annual
revenue above $10 million and belongs to
one of your target industries.
2.
A Prospect may become a Lead when his/
her Lead Score exceeds 100 points.
3. A Prospect may become Inactive
if they don’t respond to a campaign or visit
your website in more than six months.
4.
An Inactive Lead may move back
to Prospect status if they respond to
a new program.
DETOUR
STAGES
Definition
DISQUALIFIED
Names
marked as
not-in-profile
INACTIVE
Prospects
who are non-
responsive
over the last
6 months
RECYCLED
Qualified
leads in
need of more
nurturing
LOST
Lost or
deferred
opportunities
(ongoing
nurturing)

28
Example:
Marketo’s Complete Revenue Cycle
Below is Marketo’s final revenue cycle as
shown in the Revenue Cycle Modeler. You’ll
note that it includes the success path stage,
as well as detours and transition rules.
BENEFITS BEYOND ANALYTICS
A revenue cycle model creates a common language the entire
organization can use to measure results, understand the status of
any prospective customer, and define the actions required from each
department. Based on this, Sales and Marketing can better coordinate
their activities and ensure alignment throughout the revenue cycle.
A revenue stage model also provides operational benefits that improve
lead management processes. A revenue stage model can help you:
Customize lead nurturing based on each prospect’s location in the cycle
and automatically move prospects between nurturing tracks as they
move through the funnel.
Adjust lead scoring rules and sales alerts by stage. For example, you
might be interested if an early-stage prospect visits your pricing page,
but expect it from a late stage opportunity.
Trigger campaigns and sales actions as prospects transition from stage
to stage.
Define service level agreements for how long a lead can stay in certain
stages, and automatically send alerts and trigger campaigns when leads
go stale. For example, you can reassign a lead if no sales action is taken
within a specific time.

29
REVENUE CYCLE METRICS
THAT MATTER
With the model in place, marketers can begin
to explore the four key “metrics that matter”:
Flow, Balance, Conversion and Velocity.
This is where critical insight can be gained
in measuring and optimizing marketing’s
aggregate impact on revenue.
METRIC
Flow (Lead
Generation)
Balance (Lead
Counts)
Conversion
Velocity
QUESTIONS IT WILL ANSWER
How many people entered each stage
in a given period?

Are these trending up or down?
How many people are in each
pipeline stage?
How many accounts?
How does that vary by lead type?
Are the balances going up or down
over time?

What is the conversion ratio
from stage to stage?
Which types of leads have
the best conversion rate?
What is the average “revenue cycle” time?
How does it break down by stage?
EXAMPLES

How many new prospects were created
last month, and how many marketing qualified
leads did we pass last week?
How many active prospects do I have –
since the size of my target prospect database
is a key leading indicator of future success?
Which (if any) of my conversion rates
are trending up or down?
Do certain types of leads move faster through
the pipeline?
How is their speed changing over time?

30
The larger your flow in any given
stage, the more meaningful these
metrics become.
Companies that sell a lot of deals at lower
price points will find more significance in their
conversion metrics and flow than companies
that sell fewer deals of greater size. But even
companies in the latter scenario will find
meaningful flow and results data at the early
stages of their funnel. In this case, digging into
your earlier stages can serve as a valid proxy
for marketing ROI.
For example, a company that closes only
several deals per quarter may find it more
meaningful than a company closing many
deals to measure marketing’s results on
qualified leads generated rather than
measuring closed business – especially the
ROI of specific programs.
Here is a screenshot of Marketo’s Revenue Cycle Analytics Dashboard. Note the ability to see the metrics that
matter: balance, flow, conversion, and velocity. The ability to track how all those metrics are trending over time
gives critical insight into trends versus historical benchmarks, and drilling down into performance by lead source,
business unit, geography, etc. helps to understand the aggregate revenue impact of each lead type.
QUESTION: SHOULD METRICS COUNT PEOPLE,
ACCOUNTS OR DOLLARS?
People are the easiest variables to track across the
entire revenue cycle, but the value of these metrics
is limited because revenue usually comes from
accounts, not individuals.
Accounts are relatively easy to track for later-stage
deals, but CRM systems such as salesforce.com make
it hard to track accounts for early-stage leads.
Dollars are what we want, but it is difficult to
accurately track revenue until the sales cycle. Also,
if your deal amounts are highly variable (or just
large), some of your marketing activities will show
wild profits while others will not, based simply on
whether a deal has closed. It’s a bit like playing
roulette.
Given these pros and cons, most companies
(including Marketo) find that a mix of these three
approaches is best.

31
Example: Marketo’s Metrics
Understanding the conversion rates and
velocities of each stage in your revenue
cycle will help you better understand – and
communicate – your revenue cycle economics.
Let’s use Marketo’s actual revenue cycle
metrics to illustrate:
Paid Names. As of early 2011, Marketo spends
~$275,000 a month on various demand
generation programs to produce 9,500 new
paid Names each month.
Prospects. About 40% of paid Names
ultimately become Prospects, generating ¾
of all our Prospects; inbound programs
generate the remaining ¼. Our average
investment per paid Prospect is $73, and the
average for all Prospects is $55.
Conversion of Prospects to Leads. Typically,
20% of our new Prospects become Leads in the
first month, and the rest enter our nurturing
database. Slightly less than half of our Leads
come from new Prospects, and the rest come
from the nurture database. On average,
4% of the nurture database becomes a Lead
each month, and about 10% goes “inactive,”
meaning they haven’t done anything in six
months. About 40% of Prospects will become
Leads over a two-year period.
Opportunities. As discussed above, our
SDRs apply a very strict filter to what they
qualify and pass onto the sales team. Our
SDRs only pass 7% of all Leads to our AEs
as Sales Leads – but a full 80% of what they
pass gets converted to an Opportunity.
It’s typical for more than one lead to be
attached to each Opportunity, so the resulting
combined conversion between number of
leads and number of opportunities is 4%. This
means an incremental opportunity is worth
about $2,000 in terms of variable demand
generation investment.
New Customers. Finally, Marketo wins about
35% of all opportunities (the vast majority of
the others are deferred or no decision), so an
incremental customer is worth about $5,800
of marginal demand generation investment.
This information is invaluable when it comes
time to set and defend the marketing budget.
At Marketo, we set the demand generation
budget by working backwards from how many
customers we want to close in future months.
It also allows us to answer precisely how
and when more (or less) budget will impact
revenue.
LEAD DEFINITIONS CONVERSION RATES:
AN INTIMATE RELATIONSHIP
There will always be a trade-off between how strictly
you define your leads and the conversion rates you
see as a result. At Marketo, we use behavioral lead
scoring to determine when a Prospect becomes a
Lead that one of our Sales Development Representa-
tives (SDRs) should contact.
For Marketo, it is relatively inexpensive for an SDR
to call an incremental lead, but relatively expensive
in opportunity cost if we miss out on a potential
deal. For this reason, Marketo is relatively loose
in what we call a Lead. At the same time, we don’t
want to annoy potential customers by calling them
too early in the buying cycle. So we’ve set our
scoring thresholds such that about 20% of all new
Prospects become Leads within a short timeframe,
and about 4% of the active Prospect database
becomes a Lead every month.
But while we incur a relatively low cost on SDRs, it’s
much more expensive when our Account Executives
(AEs) call Sales Leads. That’s why Marketo’s SDRs
apply a very strict filter to which Leads they qualify
and pass on to the Sales Team. In fact, our SDRs pass
only 7% of their Leads to Sales – but a full 80% of
those Sales Leads convert to Opportunities.

32
Drilling in by Lead Type
Different types of leads will move through
the revenue stages differently; some will
have better conversion rates than others,
some will convert faster than others. That’s
why Revenue Cycle Analytics become even
more powerful when you can drill into the
metrics that matter (balance, flow, conversion,
velocity) by lead type.
Important Lead Type Variables
A Lead Type is any specific category of
leads that may move through the revenue
cycle differently. Examples include:
Lead source: Leads generated from
pay-per-click will usually convert faster
than leads from purchased lists.
Company size: Leads from large enterprises
may convert more slowly than SMB leads.
Division: Whether your divisions are
by geography, business unit or both,
the leads from each division will likely
behave differently.
Other examples might include industry,
product line, or channel source. Drilling in
by lead type is a great way to make better
marketing investment and mix decisions. Not
only can you parse the differences between
your conversion rates, velocities, and your
investments required for each lead type;
you’ll also be able to track what is trending
up and down.
For example, if your leads for a certain source
or product are converting faster than others,
it may be a sign to invest more in that area.
Example of revenue cycle metrics by Lead Source. Here, we see Marketo’s Prospect to Lead conversion rates,
flows, and velocities by lead source. This shows that Prospects from the AppExchange and Website are the
highest quality and are most likely to convert to Leads; Prospects from PPC tend to convert the fastest; and
Prospects from Sponsorships, Partners, Virtual Trade Shows, and Content Syndication convert at the slowest rate.
LEAD SOURCE CONVERSION RATIO
(ALL TYPES)
AVG TRANSITION
TIME (DAYS)
FLOW
Website 47.77% 14 2465
Online Ad 13.87% 29 1736
Trade Show – Virtual 11.67% 54 1362
Trade Show 14.49% 37 946
AppExchange 50.88% 15 464
Webinar 17.03% 38 418
Alliance 36.95% 37 313
PPC_GS_US 43.48% 13 260
Not Available 26.32% 4 234
Sponsorship 5.44% 70 229
Partner 8.82% 55 164
Content Syndication 10.04% 37 133
Web Direct 30.83% 44 115
Organic – Google 44.84% 24 113
Web Referral 51.63% 40 111

33
REVENUE PERFORMANCE
MANAGEMENT METRICS
Revenue Performance Management (RPM)
is a strategy to optimize interactions with
buyers across the revenue cycle to accelerate
predictable revenue growth. Because RPM
is about transforming how marketing and
sales work – and work together – it requires
a new set of metrics that focus not on how
marketing or sales is performing, but on the
overall effectiveness and efficiency of the
end-to-end revenue engine.
The best way to measure the overall
effectiveness of your revenue engine is to
measure total revenue (or bookings, or gross
margin) generated divided by the total spend
on marketing and sales. This metric, more
than any other, provides an accurate measure
of your revenue engine’s efficiency.
With an RPM mindset in place, companies
begin to realize that the most important
marketing metrics are really about sales
effectiveness. In other words, the most
important questions you can answer about
marketing’s results are:
1. What effects are marketing’s investments
having on sales’ effectiveness and
productivity?
2. How are marketing’s activities lowering
the total expense-to-revenue ratio for
sales and marketing combined (e.g. how is
marketing improving the net revenue engine
effectiveness)?
When you no longer focus on marketing
in isolation, but rather on how marketing
impacts sales productivity, you will gain
a much more comprehensive view of your
activities’ true ROI.
With this in mind, here are some additional
metrics that effective RPM marketers can add
to their own dashboards:
- Average selling price
- Sales cycle times
- Sales productivity
- Win rates
- Time to ramp a new sales rep
Revenue Engine Eﬀectiveness =
(Total Marketing and Sales Investment)
(Total Revenue or Bookings)

34
The Big List of Revenue Metrics
Incorporating all these together, here’s
a broad list of metrics you can choose from
to measure your impact on revenue.
FLOW CONVERSION IMPACT INVESTMENT SALES AND RPM OTHER
# of New Names % Name to Prospect % of Pipeline Contributed
by Marketing
Investment per New
Names
Average Selling Price Balance of Active Prospects
in key inventory stages
# Prospects % Prospect to Marketing-
Qualified Lead
Value of Pipeline
Contributed by Marketing
Investment per Prospect Sales Cycle Times Balance of Open
Opportunities
# Marketing Qualified
Leads
% Marketing-Qualified
Lead to Sales-Accepted
Lead
% of Wins Contributed by
Marketing
Investment per Marketing
Qualified Lead
% Reps Making Quota Velocity / Cycle Time for
New Name to Lead
# Sales Accepted Leads % Sales-Accepted Lead to
Opportunity
Value of Revenue
Contributed by Marketing
Investment per Sales
Accepted Lead
Time To Ramp a New Sales
Rep
Velocity / Cycle Time for
Opportunity to Win
# Opportunities % Opportunity to Win Investment per
Opportunity
RPM Efficiency = (Total
Revenue) / (Total
Marketing + Sales
Investment)
Key “Awareness” Metrics:
web traffic, direct/branded
traffic, social followers, etc.
# Wins Investment per Win Total Period Revenue
vs Quota
# Lost Discounts
# Churn Pipeline
Renewals / Retention

35
Variants of Each Metric
Each metric on the previous table will have
multiple variants depending on how you slice
and dice them, each of which will frame your
metrics in a different context to help you
make better decisions.
For example, you may look at the number
of Marketing-Qualified Leads and conversion
rate from Prospect to Lead over time versus
goals for each geographic region.
It can be costly and unwieldy to look at too
many variants too frequently, so pick the
number of metrics to track in keeping with
your organization’s needs.
TRACKING METHOD
By week, month and quarter
Trends over time
Versus goals
Versus benchmarks
By source
By channel, product, region, etc.
BENEFIT
A regular cadence helps keep
operational focus.
Looking at your data over time
helps you see if you’re improving.
The best marketers set goals (weekly, monthly,
and/or quarterly) for all key metrics, and
always track results AND results versus goals.
Compare results (e.g. conversion rates) versus
similar companies, as well as versus your own
company’s historical results.
Many companies look at lead flow and
opportunity creation by source (e.g. sales
created vs. marketing created).
The more complex your business, the more
important it is to track your key metrics on a
more granular level.

36
Example: Marketo’s Key Revenue
Metrics
At Marketo, we track five key metrics versus
goals on a weekly basis, and 30 key metrics
versus goals on a monthly/quarterly basis.
Here are the key metrics Marketo tracks on
a weekly basis, as well as the key variants:
1.
New Prospects: New Since Last Week, New
Month-To-Date, % On-Target
2.
New Leads: New Since Last Week,
New Month-To-Date, % On-Target
3.
New Opportunities: New Since Last Week,
New Month-To-Date, % On-Target
4.
Size of Target Prospect Database:
Size today plus trend over 12 months
5.
Size of Open Opportunity Pipeline:
Size today plus trend over 12 months
6.
New Business Closed: Month-To-Date,
vs Quota, % On-Target
7.
Upsell Business Closed: Month-To-Date, vs
Quota, % On-Target
8.
Renewals Business Closed: Month-To-Date,
vs Quota, % On-Target
Here are some of the key metrics we track on
a monthly basis. We track Actual, Target, and
Actual / Target %. We also track the 12-month
trend for all these variants over time.
All Website Traffic
Branded Traffic
(Direct + “Marketo” Keyword)
Blog Subscribers
Facebook Monthly Users
Total New Prospects
Total New Leads
New Target Active Leads
Target Latent Leads
Inbound Leads
SMB Leads • West
SMB Leads • East
Enterprise Leads
International Leads
Total New Opportunities
Marketing/SDR Opps
Sales Outbound Opps
Referral Opps
SMB Opps • West
SMB Opps • East
Enterprise Opps
International Opps
Lead to Opp %
Size of Target Prospect Database
Size of Open Opportunity Pipeline
Deferred or Lost Opps
Net-Add Opps
Won Opps
Dollar Value
Total Demand Generation
Programs Investment
Demand Gen Investment Per Prospect

Demand Gen Investment Per Opportunity
Total Marketing Investment
(All Programs + All Headcount)

Total Marketing Investment
Per Opportunity
Total Bookings
SMB
Enterprise
Channel
International
Install Base
Average Selling Price
Average Discount
Retention / Churn

37
Part5:ProgramMeasurement

38
DON’T GO OVERBOARD ON PROGRAM
MEASUREMENT
Marketing measurement should not be about
proving ROI, but improving ROI. Jim Lenskold points
out that marketers tend to overemphasize their
assessments of media and marketing channels, since
these align to the budget allocation process and tend
to be visible to the CFO and other executives.
In the end, the revenue metrics in Part 4 are
usually more important than program effectiveness
measurement.
WHY MEASURING MARKETING
PROGRAMS IS DIFFICULT
It’s easy to ask the question, “What kind of
results do my programs deliver?” However,
determining the answer can be very difficult.
Some of the key challenges to marketing
program measurement are:
Knowing when to measure. The money you
invest today will have an uncertain impact at an
uncertain point in the future. Last month’s trade
show may deliver results next month or perhaps
not for two years, but marketers need to decide
where to invest their budgets today.
Multiple touches. Conventional marketing
wisdom says at least seven touches are needed
in order to convert a cold lead into a sale.
Whether or not this is the correct number every
marketer knows it takes multiple touches to
create a customer. This fact makes it difficult to
allocate revenue to any specific touch.
Multiple influencers. According to
MarketingSherpa, the average buying committee
for a five-figure purchase at a mid-sized
company comprises six people. In the case of
larger companies or more complex purchases,
such a committee can involve 21 or more
influencers. Different marketing programs affect
each individual differently, so it is a challenge to
know which programs have the most impact.
Extraneous variables. In many cases, factors
outside marketing’s control can significantly
impact program results – from macro-economic
trends to the weather to the quality of the
sales reps. If revenues increased because the
economy improved, can marketers claim their
programs delivered better ROI?
Measuring the contribution that a given
marketing program has on revenue and
profits has been the holy grail of marketing
measurement ever since John Wanamaker
famously remarked, “Half of the money
I spend on advertising is wasted; the trouble
is, I don’t know which half.”
Perhaps the most common question marketers
ask is, “Did this program (trade show, email blast)
deliver results?”
This section is all about how marketers can
answer this challenging question – and build
a sensible framework for measuring the
effectiveness of their decisions.

39
Methods to Measure Marketing Program ROI
Just because measuring marketing ROI is hard
doesn’t mean it’s impossible. Fortunately,
various methods exist to give companies
insight into their various programs’ levels of
effectiveness:
Each sequential method on this list will give
you a more accurate view into your customer
value data – but this additional insight comes
with a corollary rise in cost and complexity. As a
result, most organizations begin the process of
marketing program measurement with the first
and second methods and begin to experiment
with more approaches as they move up the
maturity curve.
LESS ACCURATE LESS COST
1.
Single Attribution (First Touch / Last Touch)
2.
Single Attribution with Revenue Cycle Projection
3.
Attribute across Multiple Programs and People
4. Test and Control Groups
5. Full Market Mix Modeling
INCREASED
INSIGHT
INCREASED
COMPLEXITY
How lead generation marketers
measure marketing programs:
3%
Market Mix Modeling
45%
Single Attribution
21%
Attribute Across
Multiple Programs
and People
20%
No tracking
11%
Test and
Control
Groups
(Source: The Lenskold Group /
eMedia Lead Generation Marketing ROI study)

40
METHOD
ONE
SINGLE ATTRIBUTION
(FIRST TOUCH / LAST TOUCH)
The most common methodology for tracking the
results of marketing programs is to assign all the
value to the first (or last) program that touched
the deal. This usually means allocating the
deal to the source of the first person from that
company, or to the key person.
SINGLE
ATTRIBUTION
DEFINITION EXAMPLE
First Touch First touch attribution
allocates all the value
to the FIRST program
that touched the
deal. Typically this is
the Lead Source.
If a company held
a webinar and
generated a Lead that
closed a deal one year
later, that company
would give revenue
credit to the initial
webinar.
Last Touch Last touch attribution
gives revenue credit
to the LAST program
that touched the lead
before the key action
was taken.
If a Lead becomes
a Prospect after
watching a product
demo, that demo
would receive revenue
credit, even though a
sales rep had nurtured
the Lead in several
other ways.
PROS AND CONS OF SINGLE ATTRIBUTION
(FIRST TOUCH / LAST TOUCH)
Pros
Relatively easy implementation and
low cost
Provides good insight into the early
stages of the revenue cycle
Works well when the majority
of investments are made in lead
generation instead of lead nurturing
Gives straightforward insight into
“investment per” lead metrics
Cons
Doesn’t account for the influence of
subsequent touches– so insights are
directional at best
Attributes too much credit to lead
generation programs and not enough
to nurturing touches or contributions
from sales
Hard to account for quality until the deal
closes; can be skewed by a particularly
large deal or long sales cycle
Analyzer Settings
New
Program Analyzer
0 200,000
Pipeline
Dollars
20,3)$
0
2,000,00,000
Program: Webinar
Cost $53,000
Pipeline Contribution: $10,000
Contributing Leads: 45
Tags
Location: San Francisco
Program: Webinar
Cost $53,000
Tags
Driver: Chris
Location: New York
Filter: Driver: Chris, Shonal | Location: San Francisco, New York
Print PDF
Default
Standard Reports
Lead Reports
Leads by Campaign
Leads by Month
Email Reports
Campaign Reports
Company Reports
Web Page Reports
Revenue Cycle Analytics
Example Reports
My Models
Analyzers
Success Path Analyzer
Comparison Analyzer
Opportunity Analyzer
Program Analyzer
Contribution Analyzer
Batting Average Analyz
G4.$
From: 2500 To: 8000
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Settings
Analyzer Settings
New
Program Analyzer
0 200,000
Pipeline
Dollars
20,3)$
0
2,000,00,000
Program: Webinar
Cost $53,000
Tags
Location: San Francisco
Program: Webinar
Cost $53,000
Tags
Driver: Chris
Location: New York
Filter: Driver: Chris, Shonal | Location: San Francisco, New York
Print PDF
Default
Standard Reports
Lead Reports
Leads by Campaign
Leads by Month
Email Reports
Campaign Reports
Company Reports
Web Page Reports
Example Reports
My Models
Analyzers
Comparison Analyzer
Program Analyzer
G4.$
From: 2500 To: 8000
From: 1000 To: 4500
From: 400 To: 600
From: 400 To: 6000
X Axis
S'2)6'*)$T66%#4$
Y Axis
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Color
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41
SINGLE ATTRIBUTION WITH
REVENUE CYCLE PROJECTIONS
An obvious disadvantage of first and last
touch attribution is that today’s marketing
investments may not pay off for quite some
time, so the ROI of your current marketing
programs remains in limbo.
Approaches to marketing ROI measurements
that do not properly account for the time-to-
investment payoff can lead to decisions that
bias towards short-term gains over building
true long-term value. This applies across all
industries, but its impact is especially acute in
companies with considered-purchase products
and long revenue cycles.
Solution: revenue cycle projections
By adding revenue cycle projections to
a first touch single attribution, you can gain
deeper insight into the long-term impacts
of your programs. For example, instead of
waiting to see the actual results of a trade
show, this approach looks at what impact
the trade show had at the top of the revenue
cycle and embellishes that view by estimating
the trade show’s long-term impact based on
historical conversion metrics.
In the example model on the next page, Trade
Show 1 occurred a year ago and shows a
fairly good picture of its returns. In contrast,
Trade Show 2 just happened last week. With
the basic first touch single attribution model,
Trade Show 2 looks as if it has delivered very
poor results. But this is not an apples-to-
apples comparison.
METHOD
TWO
PROS AND CONS OF SINGLE ATTRIBUTION
WITH REVENUE CYCLE PROJECTION
Pros
Focuses on revenue impact
of programs, not just top
of the funnel
Uses estimates to quantify
the future value of today’s
investments
Uses lead quality, not
just quantity, to evaluate
programs
Cons
Attributes value to lead
sources without accounting
for the influence of other
marketing touches
Uses past performance to
estimate future results,
so cannot incorporate
underlying changes
Requires that estimates
must eventually be backed
up with actual results

42
However, when we apply revenue cycle
understanding of how leads from similar trade
shows have converted over time to the above
model, we are able to estimate what the total
future impact of the trade show
will be.
Think of it this way. When discussing
a recent marketing program, would you rather
say, “The event was great; 500 people stopped
by the booth,” or “The event was great; 500
people stopped by the booth, and we expect
to add an incremental $600,000 to pipeline
over the next 12 months as a result?”
PROGRAM INVESTMENT DATE ALL TOUCHED PROSPECTS LEADS OPPS WINS PIPELINE REVENUE
Trade Show 1 $18,000 Last Year 901 560 207 17 5 $421,082 $117,903
Trade Show 2 $12,000 Last Week 1,012 517 21 1 0 $15,946 $ –
PROGRAM INVESTMENT DATE ALL TOUCHED PROSPECTS EST. LEADS EST. OPPS EST. WINS EST. PIPELINE EST. REVENUE
Trade Show 1 $18,000 Last Year 901 560 209 21 7 $590,510 $161,214
Trade Show 2 $12,000 Last Week 1,012 517 221 18 7 $663,221 $258,656
METHOD
TWO

43
Marketo Case Study Example
Marketo relies mostly on Single Attribution with
Revenue Cycle Projection to internally assess its
program results. Below is a summary of some
of our recent program results:
COLUMN DEFINITIONS:
Sources above the line are programs with variable
demand generation program investments. Those
below the line are Sources with fixed investments
only.
Prospects show the total flow (number) of new
Prospects from each Source.
Investment per Prospect lists the average variable
investment per Prospect from that Source.
% Lead shows the likelihood that a Prospect from
that Source will convert to a lead over a 12-month
time period.
Velocity shows the average time it takes a Prospect
from that Source to convert to a Lead.
Lead to Opp Index shows the relative likelihood
that a Lead from that Source will convert to an
Opportunity. (For example, Leads from the website
are 2.6 times more likely to turn into Opportunities
than leads from a virtual trade show.)
KEY INSIGHTS:
Inbound leads are by far the highest quality, fastest
moving, and most likely to convert to opportunities.
This reflects the fact that our website does not
require registration for early-stage content but does
for buying-oriented content, so any Prospect who
actually does register on the website is likely to be
later in their buying process.
On the other hand, we meet prospects at every
stage in the buying process with paid programs.
Taking all the costs and conversion rates into
account, virtual trade shows are the best performing
source; followed by PPC, paid webinars, and using
third-party email lists to promote our content.
In-person trade shows are not a cost-effective way
to generate new Leads (though they can be useful to
accelerate movement from existing leads).
Content syndication tends to generate very early
stage Prospects that do not convert.
SOURCE PROSPECTS INVESTMENT % LEAD VELOCITY LEAD TO
PER PROSPECT (DAYS) OPP INDEX
Trade Show – Virtual 3,793 $25.44 17% 81 1.0
3rd Party Email to
Promote Content 3,302 $34.65 18% 43 0.5
Trade Show 2,703 $221.30 23% 61 1.9
Paid Webinar 1,760 $68.50 21% 60 1.0
Pay per Click Search 990 $158.10 45% 42 1.4
Content Syndication 536 $82.84 12% 59 0.3
Other Paid 208 $187.50 13% 93 1.3
Website 2,871 58% 27 2.6
Sales Prospecting 1,888 26% 46 2.2
Partner Co-Marketing 903 17% 102 1.1
Other Inbound 370 100% 19 9.0
METHOD
TWO

44
ATTRIBUTE ACROSS MULTIPLE
PROGRAMS AND PEOPLE
This approach recognizes that it takes multiple
touches from multiple people to close a deal,
and attempts to measure the contribution of
each individual touch.
How to Track and Analyze Allocations
First things first. Start with the action you are
analyzing (pipeline creation, closed revenue,
etc.) and work backwards to identify each
significant touch that affected all of the contacts
associated with that particular deal – but make
sure you account for only the touches that
occurred before the action was taken. You will
track each touch and contact person from here.
Once you compile a comprehensive list, you
need to allocate portions of the resulting deal
to each one – including count, pipeline, revenue,
profit, and so on. This is where things can get
tricky, so refer to our best practice guidelines:
Allocation Methodologies
Before you allocate your revenues across
multiple programs and people, you need to
decide how to weight each touch point – if at all.
By Time: You may want to weight some touches
over others based on when they occurred in
relation to the action that delivered value. This
assumption is especially true for programs that
happen immediately before the key behavior.
For example, the fact the prospect attended last
week’s webinar may have more to do with them
becoming a lead than the white paper they
downloaded and trade show they attended
12 months ago.
By Role: You may give more weight to programs
that touched the key decision maker than those
affecting other influencers. Just be sure your
weighting matches your business realities – a
CEO shouldn’t be weighted more heavily than
a Manager if he or she has little impact on the
deal.
By Program Type: Some marketers will choose
to weight certain types of touches more heavily
than others, based on the level of engagement.
For example, attending a two-hour seminar may
have more impact than a simple website visit.
However, be careful not to give more weight to
more expensive programs just because they cost
more – that opens you up to other executives
questioning your assumptions.
PROS AND CONS OF ATTRIBUTION ACROSS MULTIPLE PROGRAMS AND PEOPLE
Pros
Incorporates nurturing touches as well as lead
generation
Especially useful for long revenue cycles with
many touches
Focuses on all contacts associated with a deal,
not just the first
Cons
Requires assumptions that can add bias to the
analysis
Important to find any possible “hidden”
contributors, including online and sales activity
Lacks insight into synergy of tactics, no
correlations or connections
Risk of over-crediting low impact touch points,
especially if you weight all touches equally
METHOD
THREE
EXAMPLE OF ATTRIBUTING ACROSS
MULTIPLE PROGRAMS AND PEOPLE
Assume a deal worth $100,000 recently closed.
Three people were involved in the deal:
Person A attended Trade Show 1 and Seminar 2.
Person B attended Trade Show 1 only.
Person C was sent Direct Mail 1 and clicked to
the website.
In this scenario, you might give $50K credit to Trade
Show 1, $25K to Seminar 2, and $25K to Direct Mail 1.

45
Account Analyzer
Edit me and clone me
Analyzer Actions
New
Account Analyzer Publish Settings
View: Score Mode Account: Acme Inc
Acme Inc
Joe Smith (8)
Nancy Jones (12)
Phil McCloud (4)
Frank Johnston (3)
Freddie Rainbow (1)
Harold Scotsman (0)
Jamal Tucker (0)
Add more people
to this opportunity
like a consultant
Checking box includes
their history – these
are people attached
to the account but not
the opty
Time Axis (By first touch for any lead “checked” to last)
80
70
60
50
40
30
20
10
Program : Webinar
Cost per Lead: $21
Success: ?
Web Activity
Interesting
Moment
Star = Role in Opty
Ability to right click on
a name and add a role
to an opty right here
Activity
Logged
Opty
Created
Print PDF
Default
Standard Reports
Lead Reports
Leads by Campaign
Leads by Month
Email Reports
Campaign Reports
Company Reports
Web Page Reports
Example Reports
My Models
Analyzers
Comparison Analyzer
Program Analyzer
Against Score or Against the
Model as the LINE dimension
The first step in attribution across multiple
programs and people is to track all the
significant touches – including programs,
online activity, sales activity, etc. – that affect
all the relevant contacts associated with an
opportunity. Once you have that, you need to
allocate the value of the opportunity to each
of the touches.
METHOD
THREE
WHEN YOU ASSUME YOU MAKE AN ASS OUT
OF U AND ME
Assumptions may be necessary when using
multi-touch attribution, but they inherently add
a subjective element to any ROI analysis. So no
matter what allocation assumptions you make, be
sure you can defend them in front of your executive
leadership and board – otherwise you risk hurting
the credibility of the entire analysis.
This is a screenshot of the Marketo Influencer Analyzer. You can
see every time an opportunity touches a contact.

46
TEST AND CONTROL GROUPS
A great way to measure the true impact
of a particular marketing program is to test
the effectiveness of that initiative against a
well-formed control group by comparing the
two groups’ results. Of course, this means you
need to plan your programs to be testable
from the get-go.
Almost anything can be measured using
proper test design, but it’s prohibitively
expensive to test everything.
Putting it to practice
With test and control groups, you need to
apply the program or treatment that you
want to measure to one component of your
target buyer group, and not to another
homogeneous part of that group. All other
factors being equal, you’ll be able to attribute
any difference in buyer behavior between the
two groups to the particular program.
Say, for example, that you want to measure
the impact of one of your brand advertising
campaigns on target awareness. One potential
approach would be to split your market into
two equal geographic parts, and spend twice
as much on one group than the other. You
can compare the behaviors of these two
market segments to analyze your campaigns
effectiveness – did you experience more
growth in direct and branded search from the
geography with more spending? Assuming
all other marketing and sales influencers on
these two groups were the same, you can
credit any difference in traffic growth to your
brand advertising spend.
Source: Lenskold Group
METHOD
FOUR
Baselineincludes
allothermarketing
andnon-marketing
2500
2000
1500
1000
500
0
1 2 3 4 5 6 7 8 9 10 11 12
Controlgroupadjusted
totreatmentgroupsize
Outcome
Units
TimePeriod
Baseline Campaign

47
Test design
The outcome metric (what you measure) can
be anything: revenue, profit, leads, search
traffic, conversion rates, average selling price,
etc. – or all of them. This is good in situations
where it may be hard to see the impact of the
program on things like revenue.
You can also test almost anything, including:
Programs and tactics. Did that particular
webinar have an impact?
Messages. Which message and/or copy
resonated the most with you target audience?
Contact frequency. How often should we
send an email?
Spending levels. What happens if we double
investment in display advertising?
It’s also possible to measure combinations
of touches rather than just single touches.
This is a great way to test lead nurturing
tacks – allowing you to test and measure the
effectiveness of one entire lead nurturing
track versus another rather than individual
emails, etc. Should you want to test multiple
campaigns at one time, you can also use
multivariate testing methodologies.
The importance of statistical
significance
You don’t need to go overboard, but
you do need to make sure the difference
between your control and test groups is
statistically significant in comparison with
average standard deviations. Eighty percent
confidence should be good enough – we’re not
talking about drug testing or other things that
require 99% confidence.
For more on testing statistics, see Marketo’s
The Ultimate Guide to Test Statistics.
ANOTHER OPTION: PRE-POST TESTING
A common, much less rigorous form of testing is
to compare your results before your marketing
program to your results after – or to project what
the outcomes WOULD have looked like without the
touch, based on historical trends.
Pro: This approach doesn’t give all the credit to the
marketing touch since it assumes you would have
some existing sales without it. No one wants to be
the brunt of the joke that says, “If results are up,
marketing gets credit. If results are down, it must
be something else.”
Cons: It’s difficult to account for seasonal or cyclical
effects. Pre-Post testing doesn’t have a rigorous
control group in which all other factors are the same.
Other factors – such as the economy, sales initiatives,
and other marketing programs – can still influence
the results.
Pre-post testing can give you directional information
about program effectiveness, but since it can’t
eliminate non-marketing factors, it’s an estimate
at best.
PROS AND CONS OF TEST AND CONTROL GROUPS
Pros
More sophisticated and analytical –
reveals the true impact of a marketing
program
Can measure almost any impact on
almost anything with the right test
Relatively low cost if you can design a
decent control group
Cons
Focused on specific tactics – can’t
report on effectiveness of all programs
Almost everything can be tested, but
it’s prohibitively expensive to test
everything
Only works when you’ve incorporated
variance to support program
measurement
METHOD
FOUR

48
FULL MARKET MIX MODELING
Market Mix Modeling (MMM) shows how
sales volume outcomes are dependent on
various independent marketing touches
and other non-marketing factors by using
statistical techniques, such as regression. Only
3% of B2B marketers currently use this model
to measure marketing ROI.
Here’s a sample statistical equation
(albeit an extremely simplified example):
Company X makes $165M in revenue.
Company X spends:
$5M on search advertising.
$5M on display advertising.
$10M on trade shows.
Company X’s marketing mix model
might have an equation like this:
Sales=125M+3.0*ℎ+2.0*Display+1.5*Trade Show
This equation shows that, without
Marketing, Company X would have
made $125M in sales. And of the $40M in
revenue generated by marketing:
•
Search advertising gets credit
for 3x5=$15M
•
Display advertising gets credit
for 2x5=$10M
•
Trade shows receive credit
for 1.5x10=$15M
(MMM)aking it your own
As you might imagine after seeing this
example, the selection of your independent
variables can be a complicated affair – and
arguably involves as much art as it does
science. You’re likely to find that you’ll expend
the most of your resources – both in time and
money – in collecting your data, not analyzing it.
Regardless, make sure you drill down to
the science of your own MMM equation by
incorporating all factors that might impact
your output. Possible factors include:
• Pricing
• Promotion/advertising
• Product
• Place
• Distribution
• Sales
• Competitive moves
• The economy
• And so on…
PROS AND CONS OF MARKET MIX MODELING
Pros
Very accurate
Measures the impact of all
programs – and all external
factors as well
Gives insight into program
effectiveness and efficiency
Cons
Needs lots of data; can
be costly to collect all the
required historical data
Requires sophisticated
analytical skills
Focus on short-term
sales changes can
undervalue longer-term
brand building activities
METHOD
FIVE

49
PROGRAM-SPECIFIC METRICS – WHAT
YOU SHOULD MEASURE AND TRACK
While CMOs should be using methods
like attribution and market mix modeling
to determine program effectiveness and
contribution, campaign- and program-specific
metrics should not be ignored. While less
relevant to the CEO, these will be early
indicators of market changes, and will help
track growth so program managers can ensure
proper campaign mix.
This list may represent only some of the
programs you run; it’s important to capture
information across your marketing mix. Here
are a few metrics you may want to track on
a regular basis, organized by program type:

Email Metrics
Unsubscribe rate
Bounce rate
Open rate

Click-through rate

Webinar Metrics
Attendee rate
Drop-off rate
Engagement rate

Event Metrics
Registration
Attendees
Satisfaction

Social Media Metrics
Gross views
Connections
Mentions
Activity
Engagement
Conversions
Sentiment

Communications Metrics
No of press releases
No of interviews
No of press events
Volume of coverage
Share of voice

Website Metrics
Views/Visitors
Unique Views
Backlinks
Conversions

Blog Metrics
Posts
Subscribers
Views/Visitors
Unique visitors
Social shares

Online Ad
Impressions
Cost Per Click (CPC)
Cost Per Thousand Views (CPM)
Cost Per Conversion (CPC
Cost Per Action (CPA)

Direct Mail
Eyes On
Delivery Rate
Response Rate
Cost Per Conversion

Customer Metrics
Churn Rate
Customer Lifetime Value
Share of Wallet
Customer Engagement

50
CONCLUSION: PROGRAM
MEASUREMENT APPLIED
It is no small task to maneuver through the
various program measurement models and
methodologies that are available to you – and
if you’re among the 20% of B2B marketers
who don’t yet measure the ROI of their
marketing programs, then getting starting may
seem like a daunting prospect. But before you
get too overwhelmed, remember that:
You’re not alone on the learning curve.
According to a recent MMA/Forrester/ANA
study, 87% of senior marketers did not feel
confident in their ability to impact the sales
forecast of their programs. Said differently,
this means you have the ability to snag
a competitive advantage over 87% of
your competition!
Quality trumps quantity. You’ll benefit
your company and improve your marketing
programs more with a few fine-tuned
measurements than a handful of inaccurate,
inconclusive metrics. Start in small, bite-sized
chunks, and go from there.
What you put in is what you’ll get out.
When you strategically invest your time and
financial resources in developing a marketing
measurement model, you position yourself
for future success. You’ll optimize your
overall program mix and prune individual
top-performing programs to increase company
sales, profits and market share. Who doesn’t
want that kind of reputation?

51
Part6:MarketingForecasting

52
At executive staff and board meetings, the
number one topic of discussion is never an
upcoming marketing program or the new
brand strategy – it’s almost always the sales
forecast, and there’s usually little to no input
from the CMO.
It’s no wonder most executives don’t
consider marketing to be an essential part
of the revenue team.
Long-Term Visibility
Sales forecasts are based on what specific
accounts will do at specific times, so they
become increasingly inaccurate the further
out you look. And the shorter the sales cycle,
the worse the problem.
In contrast, when marketing takes
responsibility for the early stages of the
revenue cycle, they have better visibility
into future period revenue. Marketing
executives can forecast how many new leads,
opportunities, and customers marketing will
yield in future periods because they know
how many prospects are in each revenue
cycle stage – and how they are likely to move
through each stage over time.
Methodology for Marketing Forecasting
Though the details can get quite sophisticated,
the methodology for making accurate
marketing forecasts is simple in concept.
1.
Model the stages of the revenue cycle, and
then measure how each type of lead moves
through the various stages (conversion
percentage and velocity). This was
discussed in Part 4.
2.
Get accurate inputs for how many new
leads of each type the marketing team will
put into the system over future periods.
3.
Model the flow of current and new leads
through the various stages over time.
4.
Review the results and apply management
judgment to finalize the forecast.
HIGHLY ACCOUNTABLE MARKETING
FORECASTS
We are not discussing “traditional” marketing
forecasts, which take the form of a top-down market
size analysis. Those kinds of forecasts can be useful
for strategic planning, but do not have the sufficient
granular and actionable data required to compliment
the sales forecast.
Highly accountable marketing forecasts enable the
CMO to make statements such as, “Next quarter,
marketing will generate an incremental 30 new
deals worth $4.0 million of bookings that are not
currently in the sales forecast.” Done right, the
marketing forecast gives a CMO the confidence
to stake a portion of his or her compensation on
meeting the goal, and a CSO relies on marketing’s
input to make a valid forecast for the period.

53
Get Accurate Inputs
Marketing forecasts are subject to the rule
of “garbage in, garbage out”. You will need
an accurate estimate of how many new leads
will flow into the system in any given period,
by type, to serve as the fuel for your revenue
engine.
Model Flow through the
Revenue Stages
Project your revenue cycle forward by
modeling how existing and new leads will
convert through the various revenue stages
over time. If your understanding of conversion
rates and inputs are accurate, you will create
a solid projection of what the revenue funnel
will deliver in future periods.
Review Results and Apply
Management Judgment
Of course, these numbers are just estimates
and assume your conversion rates will remain
steady over time. Marketing and sales can
and will affect the conversion rates, and you
need to take this into account. That is why
it’s essential for marketers to apply executive
judgment to their model projections before
finalizing their forecasts. For example, CMOs
at larger companies will need to “roll-up” the
marketing forecast from multiple divisions
(product, geography, etc.) into one top-level
forecast, sometimes lowering the forecast
from divisions that habitually overestimate
their results.

54
Commit, Target, Forecast
Any CMO making marketing forecasts should
be rigorous about the difference between
Commit, Target and Forecast.
•
Commit is the number that the CMO can
guarantee and should not vary frequently;
this is the number to use as the basis for the
CMO’s quota / bonus.
•
Target is a number higher than Commit
which reflects what the team should be
aiming for. The goals for individual groups
should roll-up to meet the overall Target, not
Commit.
•
Forecast is the CMO’s best estimate for what
will actually happen and should be based on
the most recent estimates and adjustments.
CMOs that track and communicate progress
against these three metrics are sure to build
the credibility they deserve.
One way to present these metrics is
via a waterfall chart. For example:
This type of presentation is useful for showing
actual results compared to forecast and plan,
as well as how the forecast changes over
time. The example shows actual results for
the current month and a forecast for the next
three months; it also shows the forecasts from
the prior four months compared to actual
results. This presentation can also illustrate
the forecast for other revenue stages such
as new prospects, marketing qualified leads,
even closed bookings.
Conclusion
Forecasts matter. CEOs and board members
are impressed by accurate, forward-looking
forecasts – especially over the long term.
This is the single biggest reason why sales
has more credibility (and power) than
marketing at most companies.
But when marketing teams are able to make
revenue forecasts – and deliver against
them – with equal or greater accuracy, they
will leverage a key competitive advantage
in establishing their own clout within their
organizations.
MARKETING FORECAST -4 -3 -2 -1 CUR +1 +2 +3
Commit 244 254 263 263 273 282 295 302
Target 257 266 276 286 292 302 311 321
-4 257 266 276 286 - - - -
-3 - 273 276 270 276 - - -
-2 - - 305 276 276 289 - -
Previous Month - - - 276 282 302 311 -
Current Month - - - - 294 305 315 331
Commit Target Forecast Actual
Number of New Customers by Month

55
Part7:Dashboards
(Source: http://pedrolaboy.com/)

56
Part7:Dashboards
Dashboards create a visual display of all the
relevant information you need to measure and
refine your current effectiveness in delivering
against your goals – and communicate your
performance levels in a format that is intuitive
to others inside and outside your department.
Furthermore, dashboards help you make
more knowledgeable, sophisticated decisions
about improving your metrics and your future
initiatives.
There are many kinds of dashboards: internal
marketing dashboards as well as dashboards
you share outside of marketing, often with
your senior management and the board. In
the case of external dashboards, remember to
focus on the key financial metrics that matter
most. This will assist you and your fellow
executive leaders in focusing on what is of
ultimate importance: making better-educated
decisions to improve revenue.
Designing a Great Dashboard
Your marketing campaigns and programs
generate a huge amount of data, most of
which is not relevant. So as you design your
dashboards, you want to determine what
is most useful to you. This will translate into
just the right number of metrics – enough
for you to understand what is really going on
inside your data, but not so many that you
are overwhelmed with marginally relevant
information.
Focus on the five key metrics that matter
most. As Coco Chanel said, “before you
leave the house (or in this case, publish the
dashboard), take one thing off.”

57
Part7:Dashboards
An important factor here is using the right
information graphic for the data you have and
the insight you need. This sample dashboard
from Lenskold Group serves as a best practice
example of many elements that typically
appear in a great dashboard:
Few numbers. Relatively few numbers are
shown, but the select few that are featured
are key financial metrics.
Speedometers show progress versus goals.
This is an effective graphic for conveying this
information.
Line charts show trends. Line charts show
your data over time and allow you to see
trends.
KPI alerts. Simple arrows are effective to
indicate your upward, downward or flat
progress against key performance indicators.
Take the time to make your dashboards look
attractive. A visually appealing dashboard
can build your credibility.

58
Part7:Dashboards
Communication
The best dashboards don’t just serve a
reporting function. They should also guide
how people within your organization think,
acting as catalysts for effective decision
making. This should greatly influence how you
present your dashboards (or any metrics, for
that matter):
Frame your destination. Start by reminding
others what you collectively want to
accomplish. When you communicate a clear
vision about what you are trying to achieve,
you enable others to align towards the same
objective.
Paint the bigger picture. While you do need
to present your numbers, it’s more important
to share insight into what they mean and key
takeaways.
Call to action. Spell it out: “Here is what we
need to DO as a result of these data and
insights.”
Remember, the actions you take based
on your data matter more than the actual
numbers themselves.
PHYSICAL DASHBOARDS
This is a seemingly minor yet critical point. In
our virtual business world, it’s easy to overlook
a highly effective form of dashboard: a physical
version displayed on whiteboards around your
office. People are motivated by what they can see,
so you build excitement around the office when
you give your growing success public visibility on
a day-to-day basis.

59
Part8:Implementation–People,
Process,andTechnology

60
As with any business transformation, the
success of your marketing measurement
program depends on how well you implement
it. This requires you to set in place the right
people, the right process and the right
technology.
PEOPLE AND CULTURE
Even the most efficient methods and latest
cutting-edge technology are useless if you
don’t have the right people driving the
process, so effective executives begin by
asking themselves the following questions:

What kinds of people do I need
on staff to implement marketing
measurement?
•
Are these high performers already on
my team, or do I need to look outside my
organization?
•
What kinds of skills does my current
employee mix need to develop?
•
How can I create a culture of analytics?
What Kinds of People?
In a perfect world, it’s ideal to hire a
full-time analyst for this job – the pace of
your enterprise’s adoption of marketing
analytics will be faster if you do. However,
most marketers are faced with the reality of
embarking on their measurement journeys
with only the staff they already have. If you
find yourself in this scenario, assign analytics
ownership to someone currently within your
organization – and then make absolutely sure
they have the skills, adequate support, and
coverage to be successful.
If you aren’t getting the metrics you need,
it’s probably because you haven’t made them
a priority.
What Kinds of Skills?
You’ll want to be intentional about the skills
you search for and cultivate:
Analytical proficiency. Someone with
analytical skills will be able to absorb, visualize
and articulate large amounts of data and
complex concepts, and make decisions to
solve existing problems that make sense based
on the available information.
Communication skills. An analyst must
possess excellent written, oral and visual
communication skills in order to explain
the results of a given project in ways that
enable an organization to learn and improve
its operations. Such capabilities begin in
effective interpersonal communication and
extend to listening and group facilitation skills
across a full platform of modalities: electronic
communication, telephone and face-to-face
conversations, group presentations, and so on.
Bias for experimentation. The ideal analyst
needs to possess a demonstrated willingness
to problem solve with new approaches.
Technical savvy. Your prospective analyst must
understand how computers, data networks,
databases, and operating systems work – and
work together – to be successful in the role.
This involves knowing each technology’s
potential uses and limitations.
It may go without saying, but the analyst must
also understand your organization’s unique
products, services, industry and operations.
If an analyst isn’t familiar with your business,
they won’t be able to interpret your data.

61
Creating a Culture of Analytics
Hiring (or designating) the right people is only
the first step. Even at companies that already
have significant analytical activities underway,
doing the analysis is only about a third of the
battle. The other two-thirds involve driving it
into all current business workflows in a way
that prompts your organization to use and act
on your valuable conclusions.
Schedule some quality time. The velocities
at which most marketing teams operate
today often do not accommodate analytics,
nor do they allow time for reflection around
implementing analytical conclusions to
improve operational efficiency and company
revenues. If you want to benefit from your
marketing metrics, analytics are something
for which you need to allocate certain periods
of time.
A facts and numbers mentality. A historical
focus on “soft metrics” have caused
many marketing departments to become
accustomed to operating outside of
frameworks that are conducive to fact-based
decisions and accountability. For marketing
measurement to be successful, you need
to bias your mindset toward hard financial
metrics.
Accountability. It’s pointless to set target
goals if you don’t also hold people
accountable for meeting them.
Act on information instead of gut.
All too often, businesses suffer from the
curse of the H.I.P.P.O.: the “Highest Paid
Person’s Opinion.” People may refrain from
conducting valuable analysis and simply wait
for their bosses opinion – or they might allow
a H.I.P.P.O. to override the analytics. Perhaps
this is the case in your organization. Or maybe
you yourself are the H.I.P.P.O.. In either case,
do what you can to ensure all relevant data
and insights are communicated before the
H.I.P.P.O. comes out.
Bias toward insight, not data. It can be
tempting to believe your success will increase
with every additional metric you measure, but
this is not the case.
Of course, none of this will work without
buy-in and support from executive leadership,
especially the C-suite. When done right,
metrics can create a virtuous circle, in which
the right metrics create the support for
more useful and actionable metrics. If not,
you’ll encourage a vicious cycle with the
opposite scenario.

62
PROCESS
In Part 2, we discussed the components
of an effective ROI process – what to measure,
when to measure, how to measure. Here,
we will discuss how you can manage and
implement the changes necessary in your
organization for this marketing measurement
system to succeed.
Marketing ROI is a marathon, not a sprint.
To be successful, you need to take a
methodical approach over the long term
in several key areas:
Dream big… As with many projects, you’ll
position yourself for greater success if
you begin with a grand – albeit granularly
articulated – vision of what you want your
measurement end-state to resemble.
…Then start small. Slow and steady wins the
ROI race. Proceed with manageable, digestible
steps.
Win small victories quickly. This will ensure
stakeholder buy-in across your organization
– and increase your chances for success over
the short and long term.
Build from there. As you continuously evolve
and adapt your marketing measurement
system over time, you’ll refine it so it gets
better and better. You may not end up where
you thought you would when you started, but
you’ll likely end up in a great place.
In addition to well-defined principles, you
need to formalize the methods you’ll use to
implement your marketing ROI processes.
Well-defined methods (and stages) will ensure
your metrics’ efficiency and effectiveness.
Examples include:
•
Identify who will be involved and who will
own each part of the process.
•
Formalize training to cultivate and refine the
specific skill sets your marketing team needs.
•
Set a feedback loop in place for
performance reviews.
Lenskold Group reports that one of the best
techniques to drive marketing ROI adoption
is to configure pilot teams to introduce
new capabilities – preferably consisting of
people who demonstrate adaptability and
high interest in the changes you want to
implement. Successful pilot programs will
excite others within your organization about
your measurement initiatives.

63
Whatever principles and methods
you decide to use, marketing managers
should be able to answer any of the
questions below instantly:
•
What would be the expected ROI if we
increased your budget by 10%? What would
be the impact on sales closed?
•
What would be the impact on sales
if we decreased the marketing budget
by 10%?
Sound familiar? It all comes back
to where we started.
1.
Define your data collection
and storage approaches. How
will you collect your data
across multiple channels,
including your customer
database, ad networks,
search engines, in-house
spreadsheets, etc.? You can
build your data warehouse
internally or rely on outside
agencies or analytics
providers.
2.
Identify your Key
Performance Indicators
(KPIs). When you involve
key stakeholders who
will use your data in their
daily business functions to
measure how well they’re
achieving their goals, you
ensure their sponsorship of
the marketing measurement
process.
3.
Assign granular KPIs to
your unique campaigns.
Determine the impact of
individual campaigns and
channels, as well as their
influence on other channels
and campaigns, and your
marketing measurement
success as a whole. It’s
helpful to integrate historical
data into your metrics as well
to uncover historical trends.
4.
Formalize campaign data
collection and tracking. This is
where you establish business
rules around when and how
to measure what you want to
measure – and identify who
will oversee each phase of
the process.
5.
Integrate sales transaction
data from all sources. You’ll
establish a virtuous cycle for
your marketing ROI when
you close the loop of your
measurements.
6.
Produce visual reports of
your marketing success.
Be discerning in how much
data you incorporate into
these scorecards. Too much
information will overwhelm
your ability to quantify the
business revenue impacts of
your individual and collective
marketing investments.
7.
Employ your data to calculate
true impact. Assign values to
each channel, campaign and
attribute across all marketing
touch points to deliver true
metrics that represent how
effective each source is in
generating revenue.
8.
Where individual user data is
unavailable, use “top down”
attribution. Mathematical
algorithms exist to calculate
the value of individual
marketing touches that you
can’t access on a user level,
such as offline channels like
TV, print and radio.
9.
Analyze and optimize. It’s
time to act on the business
intelligence you gather with
the system you’ve set in
place. Which channels are
performing best? Which
campaign mix and variations?
Integrate historical data
trends with your “what
if” scenarios to adjust and
improve your marketing
investments moving forward.
10.
ROI-inse and repeat.
As Visual IQ says, “an
enterprise marketing
measurement system is […]
not a one time, set-it-and-
forget-it project.” Enable
stakeholder buy-in with
small victories at first, and
build your initiatives as you
see what works and what
doesn’t.
(Source: Visual IQ, 10 Steps to Enterprise
Marketing Measurement)
MARKETING MEASUREMENT IN REVIEW: A CHECKLIST

64
Technology
Given the importance and potential of
effective marketing measurement, as well as
the scope of the problems that companies
who don’t use such metrics experience, there
is no lack of vendors promoting “the next best
thing” in marketing measurement technology.
While Excel spreadsheets and other ad hoc
tools can do a lot for companies, they cannot
function as solutions for businesses that want
to implement a robust analytics process. In
contrast, automated measurement processes
provide much more definitive, reliable and
timely insight.
Automation frees up analysts’ time from
information collection and presentation,
and allows them instead to focus on gaining
valuable insight into that data and refine
their actions toward better results. This gets
the analysis completed faster and better.
Automation Must-Haves
A successful analytics solution requires
four components:
1. Central Marketing Database. Analytics
require access to highly detailed marketing
data, so marketers need to begin tracking this
information now – preferably in one place.
Required information will include historical
data around when marketing programs ran,
what their attributes were, who they touched,
how much they cost, and so on. Without
this information, analytics are essentially
worthless.
2. Time Series Analytics. Unless an
operational system stores historical data,
a marketer cannot measure or understand
marketing trends. Yet the majority of
marketing and sales systems are operational
and do not store historical information –
requiring marketers who want to analyze
their metrics for prior time periods to
manually take data “snapshots” from their
Excel spreadsheets. However, time series
analytics give marketers a full picture of their
performance trends over time because the
engine is powered by a historical data mart.
3. Powerful and Easy Analyzers. Very few
of the marketers who want and need to
consume analytics data are business analysts.
For such an audience, powerful analyzers and
dashboards are required, so marketers can
explore the data trends and gain insight into
their programs without wasting valuable time
in acquiring the expertise needed to maneuver
the technology, build custom reports, and so
on. Just make sure your marketing automation
solution offers tools that are both easy and
powerful!
4. Ad Hoc Reporting and Dashboards. On the
other hand, business analyst experts will need
complete flexibility to delve deeply into the
data and customize their own ad hoc reports.
In this case, table-like reports and charts are
most effective and allow analysts to “follow
the scent” of particular insights as far as they
need to go.
According to Gartner, companies that
automate their lead management business
processes between marketing and sales
before 2012 will increase their conversion
rates by at least 50%. Many companies will
also see a 5% to 10% increase in revenue
by 2015.
“
The first rule of any technology
used in a business is that
automation applied to an
efficient operation will magnify
the efficiency. The second is
that automation applied to an
inefficient operation will magnify
the inefficiency.” Bill Gates

65
Conclusion

66
KEY LESSONS TO IMPROVE YOUR
PERFORMANCE, PROFITABILITY,
AND CREDIBILITY WITH MARKETING
METRICS AND ANALYTICS:
Plan for future success

Reporting for reporting’s sake is less
important than the decisions reports enable
to improve profits; find not just what works,
but what works better. Focus on “improving
ROI,” rather than just “proving ROI.”

Set goals and run scenarios for all
marketing programs – prior to spending
money
Design programs to be measurable

Apply the insights from prior
measurements in the current cycle
of planning
Maintain financial integrity

CEOs and CFOs care about growing
revenue and profits – use the hard
financial metrics they care about to build
credibility

Be comprehensive in accounting
for marketing-generated costs

Model the stages of your revenue
cycle and understand your lead flow,
conversion rates and speed of closing
sales
Measure strategically

Identify measurement priorities
in advance of campaigns and plan
campaign-specific measurements
concurrent with campaign planning

Integrate diverse measurements to
determine how to best leverage the
unique strengths of each methodology
and to allow multiple measurements to
have a cumulative effect

Delve into all expenses involved in
customer value and improve the profit
potential of each individual account – and
improve targeting for new accounts
Create an environment to succeed

Enable access to critical marketing, sales
and finance data. Employ tools to display
what’s urgent, important and relevant

Implement marketing technology to use
staff and marketing assets more efficiently

Enhance data analysis capabilities to
advance precision of ROI analyses

Train and hire experienced, tech savvy
people with a bias for experimentation

Create a virtuous cycle of communication
with your C-level suite

Cultivate a culture of continuous
improvement

Establish a roadmap for increasing
marketing ROI and measurement
capabilities over time

Develop a process that aligns marketing
and measurements to business objectives

Run pilot initiatives to introduce new
capabilities

Build momentum by acting on insights
for initial wins

Continuously evolve the marketing ROI
process — it is a journey, not a destination
Conclusion

67
Appendix:MoreResources
18 Must-Know Marketing Analytics
and Metrics Experts
Need help getting started or advancing
your current marketing metrics? The
experts below represent the best of the
best in marketing analytics, marketing
metrics, marketing forecasting, marketing
testing, and marketing testing. Some
have books, others consulting firms,
but all have the A+ smarts to push your
marketing to the next level.
Amy Africa,
CEO, Eight By Eight
Website: Eight by Eight
Blog: Amy Africa’s Blog
Twitter: @AmyAfrica
Tim Ash,
CEO of SiteTuners Chair of Conversion
Conference
Book: Landing Page Optimization: The
Definitive Guide to Testing and Tuning for
Conversions
Website blog: SiteTuners
Twitter: @Tim_Ash
Bryan and Jeffery Eisenberg,
Managing Partners, Eisenberg Holdings
Book: Always Be Testing
Website blog: Eisenberg Associates
Twitter: @TheGrok, @JeffreyGroks
Adam Greco,
Senior Partner, Web Analytics Demystified
Website: Web Analytics Demystified
Twitter: @AdamGreco
Leland Harden,
EVP, Global Marketing, Usee
Book: Marketing by the Numbers
Website: Digital Engagement
Twitter: @LelandHarden
Anne Holland,
President, Anne Holland Ventures,
Publisher, Which Test Won,
Website: WhichTestWon
Twitter: @AnneHolland55
Mark Jeffery,
Managing Partner, Agile Insights + Director
of Technology Initiatives, Kellogg School of
Management
Book: Data-Driven Marketing: The 15
Metrics Everyone in Marketing Should
Know
Website: Agile Insights
Avinash Kaushik,
Analytics Evangelist at Google
Book: Web Analytics 2.0
Website blog: Occam’s Razor
Twitter: @Avinash Kaushik
Pat LaPointe,
Managing Editor, NPV and EVP-Americas,
MarketShare
Book: Marketing by the Dashboard Light
Website blog: http://marketingnpv.com/
Twitter: @MeasureMan
Jim Lenskold,
Managing Director, The Lenskold Group
Book: Marketing ROI: The Path to
Campaign, Customer, and Corporate
Profitability
Website: Lenskold Group
Twitter: @JimLenskold
Rebecca Jacobs Madigan,
Executive Director, Performance
Marketing Association
Website: Performance Marketing
Association
Twitter: @PMAssociation
Neil Patel,
Co-founder, KISSmetrics and Crazy Egg
Blog: QuickSprout
Twitter: @NeilPatel
Laura Patterson,
President, VisionEdge Marketing
Book: Marketing Metrics in Action:
Creating a Performance-Driven Marketing
Organization
Website blog: VisionEdge Marketing
Twitter: @LauraVEM
Tom Pisello,
Chairman and Founder, Alinean
Blog: Tom Pisello, The ROI Guy
Twitter: @TPisello
David Raab,
Owner, Raab Associates
Book: The Marketing Performance
Measurement Toolkit
Website: Raab Associates Inc.
Blog: Customer Experience Matrix
Twitter: @DRaab
Ron Shevlin,
Senior Analyst, Aite Group
eBook: Everything They’ve Told You About
Marketing is Wrong
Blog: Ron Shevlin’s Marketing Whims
Jim Sterne,
Chairman, Web Analytics Association,
President, Target Marketing
Website: Target Marketing
Book: Social Media Metrics: How to
Measure and Optimize Your Marketing
Investment
Twitter: @JimSterne

68
Appendix:MoreResources
10 Steps to Enterprise Marketing
Measurement: A Marketing Executive
Checklist by VisualIQ
http://www.visualiq.com/resources/
white-paper-executive-checklist-marketing-
measurement
Book Excerpt: Marketing Metrics in Action:
Creating a Performance-Driven Marketing
Organization by Laura Patterson
http://www.marketo.com/b2b-marketing-
resources/book-club/marketing-metrics-
in-action-creating-a-performance-driven-
marketing-organization.php
Free ROI Spreadsheet from Lenskold Group
http://www.lenskold.com/forms/default.
html?fid=18
Interactive Lead Generation ROI Tool
from Lenskold Group
http://www.lenskold.com/tools/LeadGenTool.
html
CMO Guide to Marketing ROI
from Lenksold Group
http://www.lenskold.com/content/landing_
marketing_roi.html
2010 B2B Lead Generation
Marketing ROI Study – Lenskold Group
http://www.lenskold.com/content/
LeadGenROI_2010.html
MarketingNPV:
http://marketingnpv.com/knowledge
_base/all/topics
Metrics that Matter for Marketing
Measurement – Webinar with David Raab
http://www.marketo.com/b2b-marketing-
resources/best-practices/marketing-roi/
metrics-that-matter-for-marketing-
measurement.php

69
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Written by Jon Miller
Jon is VP Marketing and co-founder at Marketo.
He explores everything from lead nurturing and
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performance management in Marketo’s
popular blog, Modern B2B Marketing, and was
named a Top 10 CMO for companies under
$250 million revenue by The CMO Institute. Jon
graduated Magna Cum Laude in Physics from
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yet easy-to-use marketing automation and sales
effectiveness solutions transform how marketing
and sales teams of all sizes work — and work
together — to drive dramatically increased
revenue performance and fuel business growth.
The company’s proven technology,
comprehensive services, and expert guidance
are helping corporations around the world to
turn marketing from a cost center to a business-
building revenue driver.
Marketo has been recognized with the 2010
CODiE award for “Best Marketing Solution,” the
“Best Sales and Marketing 2.0 Solution” from
SellingPower, and the “Best Marketing
Automation Application” by Salesforce
customers on the AppExchange. As of March
2011, more than 1000 enterprise and
mid-market clients globally have adopted
Marketo solutions. For more information, visit
http://www.Marketo.com, or subscribe to
Marketo’s award-winning blogs at http://blog.
marketo.com/.

70
info@marketo.com
www.marketo.com

Definitive guide to marketing metrics and marketing analytics

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