Home > Articles

  • Print
  • + Share This
This chapter is from the book

This chapter is from the book

1.8 Where Are the “Top Ten” Metrics?

Working on this book, we received many requests to provide a short list of the “key” or “top ten” marketing metrics. The intuition behind this request is that readers (managers and students) want to be able to focus their attention on the “most important” metrics.

Although some readers may have enjoyed reading the earlier editions from cover to cover, it is safe to say that none of the authors have had that pleasure. We view the book as a reference book—something to keep on the shelf and use when confronted with a new or less familiar metric. The list of metrics covered is therefore long so as to be useful for those occasions. It is not intended to be a guide to the X number of metrics you must apply to monitor marketing. It is this view of the book as a reference guide that helps explain why we do not rate or rank the long list of metrics. We see you pulling the book from the shelf as needed rather than us pushing our preferred metrics upon you.

Specifically, the reasons for us not providing the short list of “really important” metrics are as follows.

First, we believe that any ranking of marketing metrics from most to least useful should depend on the type of business under consideration. Thus, what metrics you prefer depend upon what you need them for. For example, marketers of business-to-business products and services that go to market through a direct sales force don’t need metrics that measure retail availability or dealer productivity.

Second, even what might begin as a short list tends to expand rapidly as metrics come in matched sets. For example, if customer lifetime value is important to your business (let’s say, financial services), then you are also likely to use measures of retention and acquisition costs. The same notion applies to retail, media, sales force, and internet traffic metrics. If some of these are important to you, others in the same general categories are likely to be rated as useful, too.

Third, businesses don’t always have access (at a reasonable cost) to the metrics they would like to have. Inevitably, some of the rankings presented will reflect the cost of obtaining the data that underlie the particular metrics. Some metrics may be interesting to know but are not worth considering if they cost more to obtain than the value of the information and insight they provide. The size of the organization thus matters. Small organizations may use metrics that are cheaper to obtain, whereas larger organizations are more likely to be able to realize the full value from expensive, proprietary, or custom-created metrics. The same goes for stages in the product life cycle. Managers of newly launched products often have different concerns and metrics to monitor them than do managers of mature products.

Fourth, we believe that some metrics currently ranked lower by managers will ultimately prove to be very useful when managers fully understand the pros and cons of a particular metric. For example, for many years, advocates for Economic Value Added (EVA) have argued it is the “gold standard” of profitability metrics, but when we discuss it with many managers, it ranks far below other financial performance measures, such as Return on Investment (ROI). We believe one reason for the low ranking of EVA is that this metric is less applicable at the “operating level” than for overall corporate performance. So even within the same business, depending on where a manager sits in the organization, some metrics are more relevant than others. Also, like EVA, many metrics that we have included are relatively new to marketing, and many managers don’t understand them well or know how they might be relevant to their particular business. Customer Lifetime Value is another metric that is gaining acceptance but is still unfamiliar to many managers. If all these metrics were perfectly understood, there would be no need for a book of this type.

We included the results of our survey of marketing managers in the second edition of this book so that readers could learn what metrics other managers thought were potentially useful. However, we became less convinced that the survey results were useful because metric use and understanding remain an awfully long way from where we want them to be. In the third and fourth editions, we have not included the survey and have instead used the space to explore more metrics.

Here we simply note the key points from the survey. For one thing, managers value the profit-related metrics Net Profit, ROI, and Margin most highly, even though these metrics have less to do with day-to-day marketing decisions. We presume this is because those are the metrics they are asked about by the people who control budgets. Customer Satisfaction was the most popular “non-financial” metric. Sales-related metrics, such as Sales Total, also proved popular.

  • + Share This
  • 🔖 Save To Your Account

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.

Overview


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information


To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


This site is not directed to children under the age of 13.

Marketing


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information


Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020