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Identifying and Solving Client Pains

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On Tuesday Manoj Jasra (http://manojjasra.blogspot.com/) started a multi part series in which expert Web Analytics Analysts from the industry explain the "pains" they hear from their clients or have encountered.

The expert Analysts also talk about strategies to deal with these pains. I think this is a great effort by Manoj to bring different perspective on client pain points.

Contributing to this series are: – Eric Peterson – Marshall Sponder – Gary Angel – Avinash Kaushik – Anil Batra (me) – Justin Cutroni – Jason Van Orden – Robbin Steif – Akin Arikan – Manoj Jasra Yesterday he featured Avinash and I, you can read the full article at http://manojjasra.blogspot.com/2006/12/identifying-solving-client-pains-part.html The two most important pain points that I have encountered over and over are:

1. Accuracy of the Data – The tools are purchased and set up without understanding the goals of the business. Since the goals of the business/site are not properly understood clients start measuring and reporting on whatever out of the box reports the tool can provide. In most of the cases tool is capturing information that should not be captured and skipping information that should be captured (improper tagging and other issues). To avoid this issue our approach is to start with understanding the business goals and then make recommendation for the tool and configuration of the tool.

2. Acting on the findings – One of the major issues is acting on the finding. Once we make recommendations many customers can’t take any actions on them. Why? Because of organizational structure. IT, who is responsible for making the changes to pages, reports elsewhere. Marketing can ask for changes but won’t get them because IT has other priorities. How should this be fixed:

1. Change in organizational structure

2. Help the whole organization know the impact of these changes, show the impact these changes will have on the bottom line. These are not the only pain points but are the most common that come up almost all of the time. In future I will write about all of the different issues (pain points) that I have come across, so stay tuned.

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Anil work at ZAAZ and has over 10 years of experience in Consulting, Business Intelligence, Web Analytics, Online Advertising and Behavioral Targeting. Prior to joining ZAAZ he was working at Revenue Science, leader in Behavioral Targeting. He worked with Revenue Science since it was called digiMine, a web analytics vendor. He has worked with several fortune 500 companies such as Microsoft, Starbucks, T-Mobile, Business Objects, Dowjones, ESPN. Anil holds a B. Tech in Electronics and Communication Engineering from India and an MBA from University of Washington, Seattle.

Identifying and Solving Client Pains
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About Anil Batra
http://webanalysis.blogspot.com

Anil has over 10 years of experience in Consulting, Business Intelligence, Web Analytics, Online Advertising and Behavioral Targeting. Anil helps companies use Web channel data to improve online business results (lead generation, conversion, retention and self-help metrics). Anil has helped several fortune 500 customers effectively use web analytics and increase their ROI on the web. Anil has worked with customers such as Microsoft, SmartMoney.com, ESPN, T-Mobile, Hoovers, Realnetworks, Starbucks, and TheStreet.com

Anil holds a B. Tech in Electronics and Communication Engineering from India and an MBA from University of Washington, Seattle. WebProNews Writer
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