Professional Documents
Culture Documents
BENCHMARKING TEMPLATES
Quickly review your capabilities for the
key digital marketing techniques!
Author: Dr Dave Chaffey, SmartInsights.com
Contents
Introduction.........................................................................................3
1. Digital Marketing ............................................................................4
2. Digital Analytics..............................................................................5
3. Email Marketing .............................................................................6
4. Online Customer Experience.........................................................7
5. SEO Capability...............................................................................8
6. Social Media Strategy ...................................................................9
Introduction
Benchmarking templates for
improving your digital marketing
Kickstart your Digital Transformation with our benchmarks
Whatever the size of your business or clients, How do we compare to our competitors? is
a common question when companies are looking to get more from their digital marketing.
Great question! But how do you know what to compare and how can you structure your
review and recommendations?
These templates edited by Dr Dave Chaffey and our Expert commentators will help you:
Review how well you are currently using the key digital marketing techniques
Identify the gap with where you need to be to compete
Create a prioritised plan of how you need to improve
What next?
3 Ac
ti
SMART objectives
Activities to optimize
Defined deliverables
2 Strateg
y
on
portunity
Op
If youre feeling like youre way behind dont despair! Digital moves fast and our research
shows many are at an Levels 1 to 3.
All the best for getting to the next level!
Smart Insights (Marketing Intelligence) Limited. Please go to www.smartinsights.com to feedback or access our other guides.
No strategy
No KPIs
Limited
No specic skills
Limited / no
customer database
Not integrated
Laggard
A. Strategic
Approach
B. Performance
Improvement
Process
C. Management
Buy-in
D. Resourcing
and
Structure
E. Data
and
Infrastructure
F. Integrated
Customer
Communications
G. Integrated
Customer
Experience
ONE. Initial
Digital
Capability
#DigitalBenchmarking
Integrated, Personalized
web, mobile, email and
social media
Above-sector average
capability
Partially personalized
desktop and mobile
experience
Competent average
capability
Executive summary
Market leading
capability
Integrated, Personalised,
Paid-Owned-Earned
media
Integrated inbound
approach
Balanced blend of
marketing skills
Integral part of
strategy development
Lifetime-value KPIs
Continuous CRO
Agile strategic
approach
Flexible approach to
optimize resources
Partially integrated
systems and data
Decentralisation and
reskilling
Value-based KPIs
Weighted attribution
Ad hoc CRO
Business-aligned
strategy and roadmap
FIVE. Optimized
Integrated systems
and 360o data sources
Sponsorship and
increased investment
Quality-based KPIs
Last click attribution
Business dashboards
THREE. Dened
FOUR. Quantied
Volume-based KPIs
No dashboards
Prioritised marketing
activities
TWO. Managed
Continuous programme
Customer-centric
Segmentation
Events
Simple threshhold alerts
Personalisation system
Marketing Automation
AB Tests
Media testing
90-day planning dening
programme of testing
Structured testing
Goals
Custom reports
Mailed reports
Email integration
Persona consideration
Simple in-page and visitor
path analysis
Regular
(weekly, monthly)
Reporting
Out-of-box
standard reports
None
None /
HiPPO-led
Directionless
D. Analytics
Customisation
E. Integration
F. Optimisation
G. Review
Process
Fulll dashboards
+ Voice of customer
+ Personalisation
+ BI visualisation
+ Customer-feedback
+ Basic social analytics
+ Benchmarking tools
Optimising
Increase in number of
tests
of new techniques
Optimisation of
Personalisation
360 degree
customer view
Automated real-time
alerts
+ Predictive analytics
+ Econometric models
(large businesses)
KPI dependencies
Cross-business
integration and
collaboration
5. Optimised
Multivariate Testing
C. Tools
(Typical types)
Satisfaction scoring
Financial value or proxy
Simple media attribution
Marketing outcomes
Last click
None selected
B. Metrics
Selection
Dedicated experience
and media optimisation
resources to implement
No engagement
No dedicated resource
HiPPO engaged
Simple reporting
2. Managed
3. Dened
4. Quantied
A. Management
and Resourcing
1. Initial
#DigitalBenchmarking
Managed
Structured oer/subject
testing
Reported
Simple headers
Not reviewed
None
Proposition and
communications
strategy
Creative and
templates
Delivery
Optimisation
Reported by ESP
Multiple template
Dynamic content
Content marketing
integration
Basic triggers
Increased frequency
Demographics
Targeting
(relevance)
List-building options
increased
Not managed
List quality
Simple ESP
Response tracking
Targeted emailing
Dened
Starting to automate
Multivariate testing
Layout reviews
AB testing
Continuous monitoring
Advanced techniques
Video review
Mobile optimised
Optimised frequency
Additional sequences
added
Preference centres
Optimised
Integrated lifecycle
targeting
Social integration
Value reporting
Hurdle rates and activity
levels
Quantied
Starting to integrate
Email capabilities
and evaluation
Initial
#DigitalBenchmarking
Taking control
Brochureware
Dynamic experiences
Personalisation
Simple analytics
customisation. Surveys.
Web Analytics
(not customised)
G. Tools
Advanced Personalisation
Simple cross-channel
signposts and oers.
Social media integration.
F. Integration
State-of-the-art
Optimised multichannel
integration. Mobile
adaptive.
Optimising
personalisation
Continuous structured
testing programme
Cross-channel analysis
e.g. panels
Detailed understanding of
Loyalty and satisfaction
drivers. NPS.
Clear responsibilities in
each area of business
5. Optimised
Cross-journey
personalisation
Limited dynamic
personalisation
Specic content
for Personas
None
E. Personalisation
Techniques
Multivariate testing
Ad hoc tests
Simple AB test
on key pages
Ad hoc changes
Suck-it-and-see
No optimisation
D. CRO Process
Usability studies
Multichannel funnels
Limited understanding
of journeys
C. Journey
Analysis
Techniques
Long-term value
Long-term engagement
(Hurdle rates)
Dened individual
responsible
Dedicated team
(larger organisation)
Value of interactions
Simple satisfaction
assessment
Volume of
interactions
B. Evaluation and
KPIs
Ad hoc - cross-functional
responsibility
2. Managed
3. Dened
4. Quantied
No dened responsibility
A. Responsibility
1. Initial
#DIGITALBENCHMARKING
Good knowledge or
performance across site.
Keyword Deltas monitored
Improving
Not assessed.
Not Proactive
E. Link building
F. Internal
Linking
G. Measurement
Integrated Content/PR
and SEO campaigns.
Content created to
support SEO goals
No content marketing
strategy.
D. Content
Marketing
C. On-page
Optimization
Best-in-class
Capacity to immediately
identify problems
compared to competitors.
Consistent quality of
content limits need for
outreach.
Continuous optimization of
key content types.
Site section/content
specic reporting and
optimisations.
5. Optimised
Structured outreach
programme linked to
campaigns.
Site section/content
specic reporting and
improvements.
Integrated responsibilities
and teams in larger
organisation.
SEO activities prioritised.
B. Indexing and
Crawling
2. Managed
3. Dened
4. Quantied
A. Targets, Audit
and Resourcing
1. Initial
#DIGITALBENCHMARKING
Benchmarking reach,
interaction rates. Tracking
site outcomes.
7. Evaluation
Experimenting with
promoting updates
without targeting
6. Paid
advertising
5. Company
Page
Optimisation
4. Interaction
and community
management
Integrated dashboard of
Social media performance
and alerts on key issues.
Optimised investment
based on attribution and
ROI review.
Proactive outreach to
customers. Inputting into
New Product Dvlpt.
ROI reviewed.
Goals agreed throughout
the business
Social a key part of
integrated multi-channel
strategy
Optimised
Fully-integrated
Social strategy
Community management
resource for facilitating
discussions. Localised.
Longer-term 90 day
content plan with themes
for dierent audiences.
No planned content
creation. Page updates
only - not linking to hub.
3. Content
Planning
No Social Media
Monitoring
2. Social
Listening and
Governance
Proactive PR - Inuencer
outreach
Social Media care
Monitoring of brand
mentions. Reputation
Management
Dened
Starting to Plan
Quantied
Starting to integrate
Take your Social Media Marketing to the next level with our
capability assessment. Use our visual checklist to audit
your business or clients use of Social Media Marketing and
then create an action plan with our social media resources.
Managed
Using Social
1. Goals and
Channel
Integration
Initial
#DIGITALBENCHMARKING
Content is culturally
customised to local needs
Localised keyword
research, target keywords
& onsite optimisation
Site structure and content
optimised for customer
journey but not localised
Simple page, visitor path
analysis and AB tests of
content per territory
4. Content
5. International
search marketing
6. Customer
experience
7. Analytics,
optimisation and
reporting
Defined approach to
infrastructure in different
regions
Separate multi-language
websites hosted in target
regions with ccTLD or
3. Infrastructure
and data
Separate localisation
strategy for each territory
Localisation managed
No localisation strategy or
plan
No defined roles or
responsibilities
Starting to localise
Managed
Defined
Optimised infrastructure
CDNs, page speed
analysis & optimisation
All forms of content such as
interactive tools and video
are localised where effective
Infrastructure decided on
a case-by-case basis to
support users in target
Additional static
content developed to
increase local relevance
Dynamic optimisation of
personalised content and
competitor benchmarking
Dedicated outreach
programmes, PR, content
marketing on local sites
Data-driven localisation
strategy with clearly
defined SMART objectives
Optimised
Fully-localised
IT/marketing/sales
department integration &
collaboration
Starting to optimise
Quantified
2. Strategy and
planning
1. Roles and
responsibilities
Limited localisation
Initial
#DIGITALBENCHMARKING
INTERNATIONAL
LOCALISATION
BEST PRACTICES