Digital marketing campaigns may be managed by a marketing team, but their impact rarely stays within the marketing department. A campaign can affect sales, customer service, operations, IT, finance, and leadership. Each of these departments may also have different expectations for what a successful campaign should accomplish. Because of this, considering the needs of multiple departments can help organizations develop stronger campaigns and make better use of the data those campaigns generate.
Breaking Down Organizational Silos
One challenge within larger organizations is that departments can become isolated from one another. Marketing may have its own goals and information, while sales, customer service, IT, and other departments operate with different priorities and data. Jackson (2016) explains that these information silos can create inefficiencies and become a major obstacle for organizations trying to become more data guided.
The hub-and-spoke method provides an approach for breaking down these silos. At the center is an information hub organized around people, processes, and tools, while the spokes represent the different business units or areas of the organization. The hub is responsible for supplying those areas with useful information derived from data and creating processes that allow the organization to make better use of its existing resources (Jackson, 2016).
Digital analytics professionals play an important role within this hub. Their responsibility goes beyond simply collecting data and creating reports. They can work with different departments to understand their needs, identify opportunities, answer business questions, and help transform data into actions that improve performance.
Better Campaigns Start With Shared Goals
Cross-departmental collaboration is especially valuable before a digital marketing campaign launches because different departments may define success differently. Marketing might focus on engagement, website traffic, or conversions, while sales may be more concerned with qualified leads and revenue. Customer service can provide insight into common customer concerns, while IT can determine whether the technology needed to support and measure the campaign is working correctly.
For example, imagine a company is developing an email campaign to promote a new service. Marketing may create the message, design, and landing page, but sales could provide information about common questions or objections from prospective customers. Customer service could identify recurring concerns among existing customers, while IT could help ensure that the website, CRM, email platform, and analytics tools work together properly.
Bringing these perspectives together can also help marketers establish more meaningful key performance indicators (KPIs). Instead of simply asking how many people opened an email or clicked a link, the organization can examine what happened afterward. Did those visitors become qualified leads? Did the leads become customers? Did the campaign ultimately contribute to revenue? These questions connect marketing performance to broader organizational goals.
Turning Analytics Into Action
The ACME example presented by Jackson demonstrates how the hub-and-spoke approach can work in practice. Instead of keeping analytics professionals separated from the departments they supported, analysts were placed closer to the marketing team. This allowed them to better understand marketing’s challenges and work directly with marketing, CRM, IT, and leadership to develop solutions (Jackson, 2016).
The collaboration led ACME to identify opportunities involving email automation, audience segmentation, campaign tagging, and remarketing. Rather than simply reporting what had already happened, the analytics team helped determine what could be improved and how the organization could act on the information. According to Jackson (2016), the resulting efforts generated approximately $17 million in new sales during a six-month period.
What stands out to me about this example is that analytics alone did not produce the result. The improvement came from people in different areas of the organization sharing information, combining their expertise, and working toward common goals.
Sharing Results Creates More Value
Cross-departmental collaboration should continue after a campaign launches. Analytics becomes much more valuable when results are shared with the departments that can use the information to make decisions.
For example, digital analytics might reveal that one audience segment generates significantly more conversions than another. Marketing could use that information to adjust targeting, sales could prioritize stronger leads, and leadership could consider the results when making future investment decisions. Similarly, if visitors frequently reach a product or service page but rarely convert, the data could start a larger conversation about messaging, pricing, customer concerns, or website usability.
Sharing results can also provide context that analytics alone may not reveal. A dashboard can show what happened, but employees in sales, customer service, IT, or other departments may help explain why it happened. Combining quantitative data with knowledge from across the organization can create a more complete understanding of campaign performance.
From Marketing Data to Business Intelligence
Digital analytics should be more than a reporting function. The hub-and-spoke method demonstrates how organizations can organize people, processes, tools, and information so that data becomes useful and actionable across different areas of the business (Jackson, 2016).
Ultimately, a digital marketing campaign should not succeed only for the marketing department. Its success should contribute to broader organizational goals. By involving multiple departments during campaign development and sharing results afterward, organizations can break down information silos, establish more meaningful measures of success, and turn marketing analytics into insights that support better business decisions.
Reference
Jackson, S. (2016). Cult of analytics: Driving online marketing strategies using web analytics (2nd ed.). Routledge.
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