Produktbild: Actionable Web Analytics

Actionable Web Analytics Using Data to Make Smart Business Decisions

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Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

11.05.2007

Verlag

John Wiley & Sons

Seitenzahl

288

Maße (L/B/H)

23.5/19.1/1.6 cm

Gewicht

546 g

Auflage

1. Auflage

Sprache

Englisch

ISBN

978-0-470-12474-1

Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

11.05.2007

Verlag

John Wiley & Sons

Seitenzahl

288

Maße (L/B/H)

23.5/19.1/1.6 cm

Gewicht

546 g

Auflage

1. Auflage

Sprache

Englisch

ISBN

978-0-470-12474-1

Herstelleradresse

Libri GmbH
Europaallee 1
36244 Bad Hersfeld
DE

Email: gpsr@libri.de

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  • Produktbild: Actionable Web Analytics
  • Foreword xv

    Introduction xxvii

    Part I The Changing Landscape of Marketing Online 1

    Chapter 1 The Big Picture 3

    New Marketing Trends 4

    The Consumer Revolution 5

    The Shift from Offline to Online Marketing 8

    Instant Brand Building (and Destruction) 10

    Rich Media and Infinite Variety 12

    The Analysis Mandate 13

    ROI Marketing 14

    Innovation 15

    Some Final Thoughts 16

    Chapter 2 Performance Marketing 17

    Data vs. Design 18

    Web Design Today 18

    The Web Award Fallacy 19

    When Visual Design Goes Wrong 19

    Where Data Goes Wrong 21

    Performance-Driven Design: Balancing Logic and Creativity 22

    Case Study: Dealing with Star Power 23

    Case Study: Forget Marketing at All 24

    Recap 25

    Part II Shifting to a Culture of Analysis 27

    Chapter 3 What "Culture of Analysis" Means 29

    What Is a Data-Driven Organization? 30

    Data-Driven Decision Making 31

    Dynamic Prioritization 32

    Perking Up Interest in Web Analytics 34

    Establishing a Web Analytics Steering Committee 34

    Starting Out Small with a Win 35

    Empowering Your Employees 36

    Managing Up 36

    Impact on Roles beyond the Analytics Team 37

    Cross-Channel Implications 40

    Questionnaire: Rating Your Level of Data Drive 41

    Recap 42

    Chapter 4 Avoiding Stumbling Points 43

    Do You Need an Analytics Intervention? 44

    Analytics Intervention Step 1: Admitting the Problem 44

    Analytics Intervention Step 2: Admit That You Are the Problem 46

    Analytics Intervention Step 3: Agree That This Is a Corporate Problem 47

    The Road to Recovery: Overcoming Real Gaps 48

    Issue #1: Lack of Established Processes and Methodology 49

    Issue #2: Failure to Establish Proper KPIs and Metrics 49

    Issue #3: Data Inaccuracy 50

    Issue #4: Data Overload 52

    Issue #5: Inability to Monetize the Impact of Changes 53

    Issue #6: Inability to Prioritize Opportunities 54

    Issue #7: Limited Access to Data 54

    Issue #8: Inadequate Data Integration 55

    Issue #9: Starting Too Big 56

    Issue #10: Failure to Tie Goals to KPIs 57

    Issue #11: No Plan for Acting on Insight 58

    Issue #12: Lack of Committed Individual and Executive Support 58

    Recap 59

    Part III Proven Formula for Success 61

    Chapter 5 Preparing to Be Data-Driven 63

    Web Analytics Methodology 64

    The Four Steps of Web Analytics 65

    Defining Business Metrics (KPIs) 65

    Reports 66

    Analysis 67

    Optimization and Action 67

    Results and Starting Again 68

    Recap 68

    Chapter 6 Defining Site Goals, KPIs, and Key Metrics 71

    Defining Overall Business Goals 72

    Defining Site Goals: The Conversion Funnel 73

    Awareness 73

    Interest 73

    Consideration 74

    Purchase 74

    Website Goals and the Marketing Funnel 74

    Understanding Key Performance Indicators (KPIs) 75

    Constructing KPIs 76

    Creating Targets for KPIs 79

    Common KPIs for Different Site Types 80

    E-Commerce 80

    Lead Generation 82

    Customer Service 83

    Content Sites 85

    Branding Sites 87

    Recap 88

    Chapter 7 Monetizing Site Behaviors 89

    The Monetization Challenge 90

    Case Study: Monetization and Motivation 90

    Web-Monetization Models 93

    Top 10 Ways Monetization Models Can Help Your Company 94

    How to Create Monetization Models 95

    Assembling a Monetization Model 97

    Monetization Models for Different Site Types and Behaviors 100

    E-Commerce Opportunity 100

    Lead Generation 102

    Customer Service 104

    Ad-Supported Content Sites 106

    Recap 108

    Chapter 8 Getting the Right Data 109

    Primary Data Types 110

    Warning: Avoid Data Smog 110

    Behavioral Data 111

    Attitudinal Data 112

    Balancing Behavioral and Attitudinal Data 112

    Competitive Data 113

    Secondary Data Types 116

    Customer Interaction and Data 116

    Third-Party Research 117

    Usability Benchmarking 117

    Heuristic Evaluation and Expert Reviews 118

    Community Sourced Data 119

    Leveraging These Data Types 120

    Comparing Performance with Others 120

    What Is a Relative Index? 122

    Examples of Relative Indices 122

    Customer Engagement 123

    Methodology: Leveraging Indices across Your Organization 124

    Case Study: Leveraging Different Data Types to Improve Site Performance 126

    Recap 128

    Chapter 9 Analyzing Site Performance 129

    Analysis vs. Reporting 130

    Don't Blame Your Tools 131

    Examples of Analysis 132

    Analyzing Purchasing Processes to Find Opportunities 132

    Analyzing Lead Processes to Find Opportunities 135

    Understanding What Onsite Search Is Telling You 136

    Evaluating the Effectiveness of Your Home Page 138

    Evaluating the Effectiveness of Branding Content: Branding Metrics 138

    Evaluating the Effectiveness of Campaign Landing Pages 140

    Segmenting Traffic to Identify Behavioral Differences 142

    Segmenting Your Audience 142

    Case Study: Segmenting for a Financial Services Provider 143

    Analyzing Drivers to Offline Conversion 144

    Tracking Online Partner Handoffs and Brick-And-Mortar Referrals 144

    Tracking Offline Handoffs to Sales Reps 144

    Tracking Visitors to a Call Center 145

    Delayed Conversion 146

    Tracking Delayed Conversion 146

    Reporting in a Timely Manner 147

    Recap 147

    Chapter 10 Prioritizing 149

    How We Prioritize 150

    The Principles of Dynamic Prioritization 150

    Traditional Resource Prioritization 151

    Dynamic Prioritization 152

    Dynamic Prioritization Scorecard 154

    Dynamic Prioritization in Action 154

    Forecasting Potential Impact 155

    Comparing Opportunities 157

    Moving Your Company Toward Dynamic Prioritization 157

    Overcoming Common Excuses 158

    Conclusion 159

    Recap 160

    Chapter 11 Moving from Analysis to Site Optimization 161

    Testing Methodologies and Tools 162

    A/B Testing 162

    A/B/n Testing 162

    Multivariate Tests 162

    How to Choose a Test Type 163

    Testing Tools 164

    What to Test 164

    Prioritizing Tests 166

    Creating a Successful Test 167

    Understanding Post-Test Analysis 168

    Optimizing Segment Performance 168

    Example One: Behavior-Based Testing 169

    Example Two: Day-of-the-Week Testing 169

    Planning for Optimization 169

    Budgeting for Optimization 170

    Skills Needed for a Successful Optimization Team 171

    Overcoming IT Doubts 173

    IT Doesn't Understand the Process 174

    Testing Prioritization 174

    Lack of Executive Support 174

    Learning from Your Successes and Mistakes 175

    Learning from the Good and the Bad 175

    A Quick Way Up the Learning Curve 176

    Spreading the Word 176

    Test Examples 176

    Price 177

    Promotional 178

    Message 179

    Page Layout 180

    New Site Launches or New Functionality 180

    Site Navigation and Taxonomy 181

    Recap 182

    Chapter 12 Agencies 185

    Why Use an Agency at All? 186

    Finding an Agency 187

    Creating an RFP 188

    Introduction and Company Background 189

    Scope of Work and Business Goals 191

    Timelines 193

    Financials 194

    The Rest of the RFP: Asking the Right Questions 195

    Mutual Objective: Success 196

    Doing the Work 198

    The Secret Agency Sauce 199

    Recap 200

    Chapter 13 The Creative Brief 201

    What Is a Creative Brief? 202

    The Brief 202

    Components of a Data-Driven Brief 203

    Creative Brief Metrics 203

    Analytics and Creativity 205

    The Iterative Design Cycle 206

    A Sample Creative Brief 206

    Creative Brief: Robotwear.Com 206

    Recap 210

    Chapter 14 Staffing and Tuning Your Web Team 211

    Skills That Make a Great Web Analyst 212

    Technical vs. Interpretive Expertise 212

    Key Web Analyst Skills 213

    The Roles of the Web Analyst 214

    Building Your Web-Analytics Team: Internal and External Teams 215

    Estimating Your Cost 215

    Key Analytics Positions 216

    Expanding the Circle of Influence 217

    Internal vs. External Teams 217

    Education and Training for Web Analysts 219

    Web Analytics Association 219

    Conferences 219

    University of British Columbia Courses 220

    Message Boards 220

    ClickZ and Other Online Media 220

    Blogs 220

    Web Analytics Wednesdays 220

    Vendor Training 221

    Agency Partners 221

    Hands-on Experience 221

    Recap 221

    Chapter 15 Partners 223

    When to Choose an Analytics Tool Vendor 224

    Methodology for Selecting a Tool 225

    Selecting a Review Committee 225

    Establishing a Timeline 226

    Criteria to Review and Select Vendors 226

    10 Questions to Ask Web Analytics Vendors 228

    Comparing to Free Tools 229

    ASP or Software Version 229

    Data Capture 230

    Total Cost of Ownership 230

    Support 231

    Data Segmentation 232

    Data Export and Options 232

    Data Integration 233

    The Future 233

    References 234

    Recap 234

    Conclusion 235

    Appendix:Web Analytics "Big Three" Definitions 237

    How We Define Terms 238

    Definition Framework Overview 239

    Term: Unique Visitors 239

    Term: Visits/Sessions 240

    Term: Page Views 240

    Index 243