Clickstream technology is vital to understanding customers in any web associated business. The ability to track customer activity across digital fronts allows analysts and marketing teams to easily optimize UX, enrich their CRM, and enhance personalization. One of the key success factors for personalization is segmentation, and installing a clickstream tool can help build customer profiles to power automation engines and personalization.
Although clickstream is most intuitive for website use, it also provides value for other channels. For instance, basic analytics tools and most email services can show you the click-through rate, but using a clickstream will allow you to track which links were clicked and also track through the link onto a website to continue building the customer pathway as a prospect navigates through your digital world.
Marketing automation tools like nectarOM can help make the process of pulling in clickstream data, segmenting customers, and executing campaigns easier, but understanding how clickstream data can build or validate customer personas and profile types builds the base for more advanced personalization.
Analysis of historical data, like # of clicks on different assets, first session time, page view time, # of site visits, total session time, and tons of other data points that can help build understanding about an individual’s habits and personality type. Historical data can even be mapped to show progression of the customer through time, and analysis can see how each data point has changed over the lifecycle of an individual. With enough time, an automation tool, and planning, these data points can easily be imported into a CRM tool to enrich the existing customer information and fed into a marketing automation platform
Historical data about an individual customer can provide insights, but making clickstream data actionable enough requires laying out significant linkage between clickstream behavioral triggers and executed marketing engagement.
A marketing automation tool will make the act of ingesting and digesting new data points, and sending messages or content to customers much easier, but just like manual lists and campaigns, marketers will face challenges in describing what should prompt a marketing message or a change in content.
Things to keep in mind:
1. What describes a customer behavior change?
Many automation tools have predetermined algorithms that measure changes in quantitative history to optimize messaging, but each business is different.
2. Who are your buyer personas?
If you already have previously validated segments, how should they mesh with new clickstream data being pulled in? How is your clickstream data meshing with other customer data points from social, email, POS, and other sources.
3. What is your content?
This is often the most difficult and overlooked part in the personalization and automation evolution. Because sending relevant, personalized messages is important, how do you ensure that variants of content are enough, but not too much for your team to handle? The more personalized your marketing becomes, the more complex content to behavior linking will be. Marketer accessible data like like names, location, etc is much easier to personalize than things like design, copy, and other labor heavy work.
Clickstream is powerful, and it works, but utilization of the relatively easy to install tool requires a lot of thought into how it will enrich customer data, power automation and personalization, and ultimately increase marketing ROI. What are your challenges with clickstream data?