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Marketing Accountability PDF
Marketing Accountability PDF
a r t i c l e
i n f o
Article history:
Received 1 December 2007
Received in revised form 1 January 2008
Accepted 1 February 2008
a b s t r a c t
This plenary address to the Society for Marketing Advances calls on the marketing discipline to be
accountable, link its contributions to nancial performance, and assert the value it contributes to the rm. The
paper suggests a process for developing causal links among marketing activities, intermediate marketing
outcomes, and nancial performance metrics.
2008 Elsevier Inc. All rights reserved.
Keywords:
Marketing
Firm
Cash ow
Accountability
Marketing effectiveness
Return on marketing investment
This paper builds from the plenary address delivered to the Society for Marketing
Advances on November 8, 2007 in San Antonio, Texas.
Tel.: +1 951 827 4237; fax: +1 951 827 3970.
E-mail address: david.stewart@ucr.edu.
URL: http://agsm.ucr.edu/.
0148-2963/$ see front matter 2008 Elsevier Inc. All rights reserved.
doi:10.1016/j.jbusres.2008.02.005
of the company, (2) companies publicly report and are evaluated based
on nancial measures, (3) nancial metrics are a way to compare
alternative and otherwise noncomparable actions across markets,
products, and customers, (4) nancial metrics provide accountability,
(5) nancial metrics promote organizational learning and crossfunctional teamwork because they provide a common language, and
(6) nancial metrics are the way to answer questions about the optimal
marketing mix when one is dealing with quite distinct and different
marketing activities and intermediate marketing outcomes.
Marketing has no shortage of measures. Unfortunately, disappointment with marketing metrics is enormous. Woods (2004, p. 14) states,
The challenge for marketers is to dene measurement metrics; and,
indeed, there's been a mixed success across all industries. In a
comprehensive review of the use of scanner data, Bucklin and Gupta
(1999, p. 262) conclude that, We have pretty good results in looking
at return on promotion and price tactics. However, we've had very
limited success with product strategy, advertising, and distribution
management; and, unfortunately, these are the areas where we spend
the most of our marketing dollars. The CMO Council (2004a, p. 2)
concludes that Marketingknown more as art than sciencehas
been the last of the corporate functions to formally develop and adopt
processes and standards that can be tracked and measured
quantitatively.
2. The state of industry practice
A number of recent surveys examine industry practices with respect
to marketing accountability and measurement. The American Productivity and Quality Center (APQC) has conducted surveys with the
Advertising Research Foundation (ARF) in 2001 and 2003. The Chief
Marketing Ofcers (CMO) Council carried out a survey in 2004, and the
Association of National Advertisers (ANA), along with Forrester, has
conducted surveys every couple of years, in 2002, 2004, and 2006. The
consistency of ndings across these surveys is remarkable.
2.1. APQC/ARF surveys
The APQC/ARF surveys (2001, 2003) report an increasing pressure
to deliver quantiable returns on marketing expenditures and a need
for reliable, valid, and relevant metrics that are linked to nancial
performance. These surveys report that the development of econometric marketing mix models often enables organizations to achieve
competitive advantage and increase protability, but the results of
such models are limited by the quality of the data (measures) that
provide their foundation. Respondents to these surveys generally
agreed that ROI-based marketing has demonstrated very positive
results and large paybacks. Respondents in these surveys also
indicated that company-wide ROI approaches to examining marketing
outcomes facilitate learning, and that knowledge systems built around
ROI enhance teamwork. On the other hand, the surveys nd a general
dissatisfaction among the majority of respondents with the systems,
processes, and measures for evaluating nancial returns on marketing
activities in their organizations.
2.2. CMO Council survey
The CMO Council also conducted a survey of more than 1000
individuals at the C-level, including 320 Chief Marketing Ofcers (CMO
Council, 2004a). The companies included in this survey represented
$400 billion in annual sales and spent up to 25% of their revenue on
marketing. In addition, the companies shared a focus on technology.
The ndings show that more than 90% of the marketing executives
surveyed viewed marketing performance metrics as a signicant
priority. The ndings also show that management and boards have
been increasing their demands for accountability from marketing
executives. The ndings also show that an accelerating drive for
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measures are not very useful if the organization cannot respond and take
corrective action where necessary, or exploit opportunities that may
arise in the marketplace.
Marketing does not lack measures. Marketing has many, many
measures. Standard measures and metrics are what marketing lacks.
Marketing lacks metrics that are explicitly linked to nancial performance in predictable ways. Marketing also lacks formal processes for
auditing marketing metrics models in many areas. Marketing tends to be
highly idiosyncratic. Marketing lacks standard processes, and improving
a process is possible only after reaching agreement on its denition.
A common excuse for the lack of standards in marketing is that
markets are idiosyncratic across products, across customers, and even
across time with respect to the same product and customer. This view
leads to the conclusion that marketing must be constantly reinventing
itself and therefore any effort to establish standard measures and
processes is a waste of time and effort. Another excuse for failure to
establish standard metrics and processes is that competitive advantages may arise from an individual rm developing unique expertise
with respect to proprietary measures and processes. Marketing
requires creativity, and rms may develop competitive advantages
through unique processes. But the conclusion is incorrect that these
propositions prevent the creation of standards.
2.5. An analogy: the quality movement
Marketing in 2008 is where quality was 50 years ago. Then, marketers
considered production and operations highly idiosyncratic and largely
viewed them as a cost. Scrap and rework were low-cost substitutes for
quality. Marketing lacked consistent metrics and standardized processes.
And just as we hear today that identifying standard processes that work
across many industries is difcult, so it was at the beginning of the quality
movement when critics suggested that applying the same metrics and
processes to industries as different as jet engines, pharmaceuticals, hotel
chains, and consumer package goods was impossible.
However, the quality movement has spent time and effort proving
itself over the past 50 years. Quality researchers have developed
standard metrics; standard processes are now available; and linkages
between quality metrics and processes and nancial performance
exist through demonstrated cost savings and higher returns in the
market. The quality movement now has substantial value. Now is the
time for marketing to do the same.
The importance of establishing standards is one of the lessons
marketers can learn from the quality movement. Standards are necessary as the basis for actions, accountability, and improvement. Even in
idiosyncratic environments, creating metrics and processes are possible
that are standard across rms and industries, that reduce costs and
increase returns, that increase value to the rm and the customer, and
that provide a basis for continuous improvement. The quality movement
demonstrates this in the area of production and operations. The same
achievements in marketing are possible and must be done.
The need is for marketing standards. Bucklin and Gupta (1999, p. 270)
offer the following conclusion: We found packaged goods companies to
be bombarded with a variety of methods from third-party consultants,
the details of which are often not disclosed to clients or outsiders. This
creates methods confusion and makes it impossible to compare results
and resolve controversies. This problem is most acute in the area of
advertising. We believe that it may be quite helpful to actively promote
open discussion and debate to establish method standards. This
conclusion is a call for standards in marketing.
3. The role of standards and standardized measures
Standards play an important role in virtually all of our lives. We
take for granted many of the standards that are present in our world.
We assume that electricity works in the same way wherever we are in
the United States. We take for granted that mechanical parts such
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3.1. Cash ow
or
3.2. Source
There are three sources of cash. Customer acquisition and retention
involves obtaining new customers and holding current customers (i.e.
increasing and managing the customer base). Alternatively, share of
wallet within category involves increasing the frequency of purchasing
relative to competition. One can dene share of wallet within category in
terms of market share, or sometimes in terms of increasing category
consumption (increasing the size of the category). Finally, share of wallet
across categories means selling additional products or offerings to
existing customers (new offerings for existing customers or crossselling). For all three, marketers should ask themselves, What marketing activities provide outcomes with respect to the source of cash ow?
3.3. Business models
The DuPont model (Blumenthal, 1998; Hawawini and Viallet,
2006) suggests that cash is obtainable through emphasis on one or
more of three basic business models: margins, velocity, or leverage.
Margins are the prots a seller makes on each individual unit sold.
Velocity, or turns, is the frequency with which a seller sells products.
Even at a small margin, a rm may be very protable if it can turn
inventory very frequently. Finally, one may produce cash through
leverage. That is, a rm may be able to take an existing asset and
leverage this asset into new uses or new activities to produce
additional return on that activity. A good example of leverage is a
brand extension. The brand already exists; the brand does not need to
be built, and can be extended into a new category.
Business models, at least as dened by the DuPont model, suggest
that margin, velocity, or leverage will dominate the production of
cash. The reality is that margin (represented as net income divided by
revenue), velocity (revenue divided by assets), and leverage (assets
divided by equity) ultimately can t into an equation that will produce
return on equity as follows:
ROE = Net Income = Sales Revenue Sales Revenue = Assets Assets = Equity
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2
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marketing action, say a television advertisement, produces an intermediate marketing outcome, such as an increase in brand equity.
Unfortunately, this proposition is where a great deal of measurement of
marketing outcomes stops. This is not sufcient. Rather, a need exists to
link the intermediate marketing outcome, an increase in brand equity, to
drivers of cash ow. As demonstrated in the illustration, a further need
exists to link the intermediate marketing outcome (increase in brand
equity) to a nancial outcome. In the stylized example in Fig. 1, this link
would include a price premium (margin) paid by current customers
(customer acquisition and retention). Understanding the size of the
customer base and the premium paid over time would provide a
reasonable estimate of the protability of the television commercial.
This type of analysis should be routine in marketing organizations,
and marketing students must learn to do this type of analysis. Academics
responsible for educating the next generation of marketers must be sure
students can at least tell the story about the linkages among marketing
activities, intermediate marketing outcomes, and nancial outcomes.
The ability to articulate the story is the rst step in the identication of a
testable causal model. As Fig. 2 illustrates, only a modest leap is necessary
from telling the story to a very formal model that includes validation and
testing of formal models. Fig. 2 illustrates a very formal model with
which academics would be both familiar and comfortable. The model is
also the way managers must think to be strategic in their thinking.
In order for marketing to obtain a seat at the strategic planning
table, marketing needs to reverse the direction of the arrows in Fig. 2.
While marketers must establish the link among marketing activities,
intermediate marketing outcomes, and the nancial performance of
the rm, marketers cannot be strategic while pointing to the past.
Members of the marketing discipline know how to make these links.
Marketing scholars must teach students to tell the story and assure
that they understand there are means to validate the story. A few of
the students must assure that validation occurs and these students
will rise to a seat at the strategic planning table. Teachers of these
students must recognize their role as teachers and assure that the
students are prepared for the economic realities they will face.
Researchers in marketing must also assure that they tell the full story
of their contribution to the bottom line of the rm. Members of the
Academy must actively engage in the creation of the linkages in Fig. 2.
These relationships are types of causal linkages with which marketers
are all familiar. They involve the same types of measurement and
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visits; permission subscriptions; call center contacts; and store visits. All
of these represent intermediate marketing measures that are linkable to
cash ow. Marketing has been relatively successful in linking many of
these types of short-term, intermediate marketing measures to
economic performance. Such short-term (incremental) effects also
lend themselves as candidates for a shared standard for measures and
measurement that other industries would recognize and that would
serve marketing well.
A second form of return on marketing investment arises from longterm (persistence) effects (DeKimpe and Hanssens, 1995). These
effects occur in the present but fundamentally alter the market over
the long term, or at least for some period into the future. Activities
designed to build brand equity are good examples. One outcome of
creating a strong brand is the creation of a persistent sense of value
that creates a willingness among customers to pay a price premium
for the product into the future. This effect does not suddenly occur out
of nowhere after there being no effect for long periods of time. This
effect instead takes place now, but has effects that persist into the
future. Such long-term effects also could be candidates for a shared
standard measure across industries.
Long-term impact is more difcult to measure, although noble
efforts to do so are in the literature (Barwise, 1995; Marketing Science
Institute, 2003). One of the problems in analyzing long-term effects is
that in order to assess the long-term impact of marketing actions,
marketers must know the starting point or baseline (which could be
market share, sales volume, brand equity, brand preference, or
customer loyalty and retention), and then what increase may have
occurred as a result of marketing actions relative to that baseline. A
change in baseline that persists over time is a long-term effect. The
expenditures and activities creating this effect continue to have an
inuence in the market long after initial impact.
The third type of return on marketing investment may well be
among the most important but the least understood and least wellidentied within the marketing discipline. Arguably much of what
marketing does is create opportunities for the rm. A brand creates
opportunities for brand extensions and for price premiums in the
future. A web site creates opportunities for communicating with
consumers in the future and creates opportunities for distribution and
sales through the web site. These types of future opportunities created
through marketing activities are referred to in nance as real options.
Real options essentially represent opportunities that the rm may or
may not pursue in the future (optionality); but they are opportunities
that, nonetheless, have real value. Examples include an Internet site that
facilitates future actions; cooperative ads that yield greater distribution or
shelf space; or investing in a customer, maybe an opportunity for future
sales, either in the aftermarket through cross-selling, replacement,
repurchase, referral. Brand is a special case of a real option. Brand
provides opportunities that may or may not be exercised in the future, but
they do have value (Luehrman, 1998a,b). Marketers should spend much
more time talking to their rms about real options. Options are unique to
the rm. No rm has the same sets of options, but one must recognize that
as much as half of the value of a rm is derived from options (Pindyck,
1988). Economists suggest that much of the value of businesses, of
commercial rms, resides in the unexercised options that they hold in
their portfolio. To the extent that marketing activities create options, they
are contributing to the value of the rm. Valuing such options may be
difcult but marketers need to identify this type of contribution and
clearly articulate to senior managers and board members.
Given these broad classes of outcomes and the need to link
marketing outcomes to nancial performance, a need exists to
causally link specic marketing actions and intermediate marketing
outcomes to each of these three types of returns to marketing. Such
causal-linkage research requires an audit process for linking and
selecting marketing metrics and nancial performance.
5. Marketing metric audit protocol
A marketing metric audit protocol is a formal process to:
(1) identify the drivers of cash ow (nancial results), (2) link
marketing activity to intermediate marketing metrics, (3) link those
marketing metrics to drivers of cash ow, and (4) identify and test
assumptions related to these linkages (engage in the identication of
the causal linkages and the validity of measures of marketing activities
and marketing outcomes with respect to nancial outcomes).
The rst step of the process involves identifying cash ow drivers
for the business, the sources of cash and the business model (how the
rm generates that cash). Every business has at least one source of
cash and one business model. In many rms a dominant source and a
dominant model exist.
The second step involves identifying intermediate marketing
outcomes that should clearly link to those sources of cash ow and
those business models. Ultimately, those intermediate marketing
outcomes arise from a marketing activity or set of activities. A causal
linkage exists between a marketing activity, intermediate marketing
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