Coremetrics Solution Guide 2007

7/27/2019 Coremetrics Solution Guide 2007

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Coremetrics Online Analytics Solution Guide

The online channel represents the single richest source of

information about customer behavior available to marketers

today. Imagine a customer who picks up a shirt to take a

closer look in a store, who spends time browsing through a

credit card offer sent via mail, or who inquires about a travel

package through a call center. Each of these moments represent

an opportunity to gain insight into customer behavior, butbrick and mortar businesses have always faced challenges

in capturing this information about customers, much less

capitalizing on it. With Coremetrics, you can do just that.

Coremetrics provides the first industry specific application

for capturing, storing and analyzing, and acting on

comprehensive data about actions that visitors take on your

web site. Coremetrics Online Analytics, a key component

of the Coremetrics solution suite, leverages this rich data

to deliver analytical applications that empower eBusinesseswith the insight necessary to successfully manage online

initiatives. More importantly, by leveraging industry specific

templates combined with flexible reporting, organizations can

focus on business goals rather than solution implementation,

and generate rapid ROI from their analytical investments.

What channels deliver high value customers to your site?

Who utilizes your site content and tools? Are you offering

the right product mix to visitors? Coremetrics Online

Analytics goes one step beyond traditional web reportingtools, allowing you to understand not just how your site

performs, but more importantly who your key visitors are and

how they interact with your brand. Through ad-hoc profile

mining tools, Coremetrics allows organizations to identify

and target high value customers, focusing on relationship

management rather than just maximizing conversion.

As the foundation of Coremetrics digital marketing optimization

solution, this document details the key benefits of the

Coremetrics Online Analytics. As the leading web analytics

provider for over 1,100 online brands, we invite you to learn more

about our services. Isnt it time you got to know your customer?


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Table of Contents

2 Digital Marketing Optimization

5 More Comprehensive Data Analysis: The LIVE Profile Difference

7 Best-in-class User Interface

10 Industry Benchmarking with LIVEmark

12 Monitoring Online Business Performance

15 Acquiring High Value Customers

17 Maximizing the Value of Page Content, Real Estate, and Site Design

20 Optimizing Product Mix and Promotion

23 Increasing Conversion with Site Search

25 Understand and Optimize Conversion for Any Site Event

27 Streamlining Key Site Processes and Paths

30 Tailored Analytics to Deliver Strategic Business Advantage

31 Building a Cross Channel Profile of the Customer

32 Industry Leading Services Accelerate and Increase Return


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Digital Marketing Optimization

Since 1999, Coremetrics has been helping eBusiness organizations to successfully attract and

convert online visitors, and increase customer lifetime value with its web analytics and marketing

applications. The premise is simple. We call the combination of these solutions digital marketing

optimization. Digital marketing optimization ensures that marketers have the information needed

to target the right customers with the right products at the right time and to justify marketing

investments, by showing how those investments are directly tied to measurable results.

Coremetrics has helped clients optimize their digital marketing efforts through site improvements

improved marketing efficiencies, and successful promotions, generating over $300M in documented

incremental revenue for our customers in just the last two years.

What fuels our clients success? At Coremetrics we understand that the foundation for digita

marketing optimization requires comprehensive web analytics reporting. We have focused

on delivering the industrys most comprehensive web analytics solution that help clients see

exactly what people do on a websiteindividually, and in the aggregate, and how their website

is performingsite content, products, promotions. Further, this data powers our precision

marketing applications, where we automate many marketing activities such as bid managemen

and behavioral targeting, so marketers can spend more time on strategy and less on tactics. And

finally, combined with partnerships with leading web service providers and comprehensive training

and services, Coremetrics is committed to ensuring our customers extract the maximum return ontheir marketing investments (ROMI).

Coremetrics is used by more then 1,100 industry-leading companies in the US and across Europe

including:

- B2B CDW, Grainger, Panasonic, Sigma-Aldrich, Toshiba

- Financial Services Bank of America, Union Bank of California, Quicken Loans, Champion

Mortgage, Sharebuilder

- Media and Content economist.com, Forbes.com, IBM, Kodak Easy Share Gallery

US News & World Report, The Weather Channel

- Retail Boden, CompUSA, Costco, Harrods, Littlewoods, Northern Tool, Victorias Secret,

Williams-Sonoma

- Travel Cathay Pacific, Holiday Inn, Hotwire, LastMinuteTravel.com

This solutions guide provides an overview of Coremetrics Online Analytics, its LIVE Profile

approach, and the solutions we provide to deliver tangible, repeatable business value to the

worlds leading online brands.

Platform Agnostic Solutions: A Standalone Analytics Provider

Analyzing the performance of your web investments is no longer as simple as plugging into you

commerce platform. Investments in on-site search, rich media, ad networks, blogs, RSS, Socia

media, or marketing placements must all be tracked and tested, requiring tools that interoperate

with a variety of technologies within a single enterprise. Coremetrics is committed to cross

platform interoperability, rather than focusing on integration with a limited number of proprietaryvendor systems. By providing best-of-breed interoperability, Coremetrics is able to deliver a

single source for all online reporting and analytics needs, providing a consistent framework fo

measurement and analysis throughout your organization.

Accurate and Complete Data Capture: LIVE Profiles

From the beginning, Coremetrics has focused on capturing and organizing visitor behavior in

Lifetime Individual Visitor Experience Profiles, or LIVE Profiles, the most accurate and complete

source of online behavior data. With LIVE Profiles, organizations can find the data they require

to meet their most complex web analytics needs. More importantly, by maintaining all custome

Coremetrics provides

extremely detailed analysis of

our customers online behavior,

delivering insights that help us

improve the online shopping

experience and run our web

site more effectively.

Vice President of New Media,

Victorias Secret


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behavior data, rather than discarding it, Coremetrics LIVE Profiles represent an extensible

data asset that can deliver on enterprise data integration and personalization needs as your

organizational needs grow beyond analytics.

Rapid Return on Investment: Industry Specific Solutions,

Customer-Centric Analytics

Coremetrics Online Analytics represents the most comprehensive web reporting and analysis

solution for online B2B, financial services, media and content, retail, and travel companies today.

From determining marketing strategy and managing site investments to making tradeoffs between

content and creative versions, Coremetrics delivers the frameworks to organize data meaningfully

and the prebuilt metrics you require to drive actionable results. By delivering industry specific

solutions rather than a simple toolkit, Coremetrics delivers targeted business solutions that allow

marketers to uncover value quickly, and focus on business value rather than report configuration.

And by delivering these prebuilt templates through a highly flexible interface, you are able to

create and publish custom views, add and remove metrics, and even create custom calculated

metrics, ensuring that reports are tailored to your unique needs.

Coremetrics profile-based approach to analytics also ensures that your solution provides not only

metrics, but also information on actual customer behavior. With Coremetrics Online Analytics,

eBusiness managers can avoid the pitfalls of simply managing to site usage metrics. Focusing

too narrowly on converting visitors ultimately leads to commoditization and reduced margin.

By understanding key customer segments, eBusiness managers can focus on acquiring and

converting high value customers and growing more profitable relationships with those customers

over time.

A Comprehensive Solution: Integrated Partnerships

An online analytics application cannot exist in a vacuum. To be truly effective as a management

tool for your entire business, it must integrate with a multitude of other applications to measure

the effectiveness of all your site tools, track the value of your multichannel marketing programs,

and drive data transfer for automated campaigns. Coremetrics has created partnerships with the

leading vendors of digital marketing solutions to ensure the analytic success of our customers. We

work with our partners to create integrated solutions that meet your technical and business needs.

The result: a comprehensive platform for building, storing, and managing your LIVE Profiles while

extracting the information you need to serve your customers better and achieve higher profits. Our

clients benefit from certified partnerships and prebuilt integrations with:

- eCommerce platforms

- Marketing service providers

- Email vendors

- Rich media, A/B testing and real estate optimization applications

- Customer satisfaction and experience surveys

Best Practice Analytics: Analytical and Strategic Services

At Coremetrics, delivering service goes beyond products and technical support. Coremetrics

partners with clients to understand their business objectives and deliver solutions to meet unique

business needs. By working with the Coremetrics Implementation Team to instrument your

eBusiness sites, Coremetrics collects, stores, and reports on all of the web behaviors required to

improve your online business. A dedicated Coremetrics business analyst then works with you to

identify your business goals and train application users in performing customer-centric analysis

and delivering measurable results. Throughout the term of your service, your assigned business

analyst continues to work with you to deliver targeted insight into key conversion areas and

to keep you abreast of industry trends and best practices. Additionally, Coremetrics in-house

consulting team is available to work on a project basis to drive strategic initiatives and accelerate

ROI from your Coremetrics investment.



Proven Results: A Focus on Client Success

Since its inception, Coremetrics has measured its success by the success of its customers

The companys commitment to customer success is evidenced by its large investment in client

services, a team which makes up one third of the Coremetrics employee base. Measuring

customer satisfaction quarterly and taking action on it, Coremetrics has built and maintained

unmatched leadership in customer satisfaction in the web analytics/digital marketing optimization

industry. The results are tangible. With over $300 Million in documented client value in two years

Coremetrics is the unquestioned leader in delivering results for its customers.



More Comprehensive Data Analysis: the LIVE Profile

Difference

As you evolve your online initiatives, you need more from your web analytics vendor than just the

ability to answer questions about what happens on your site. You also need insight into how to

manage your relationships with online customers. Coremetrics combines a unique native data

warehousing approach with analytical applications designed to provide actionable insight into

customer behavior and affinities. The power of this integrated solution is reflected not through

any one report, but throughout the applications and metrics used in Coremetrics Online Analytics,from powerful profile mining and discovery tools to comprehensive conversion reporting and

flexible measurement frameworks for valuing site investment.

By delivering comprehensive profile reporting consistently throughout the interface, Coremetrics

business solutions enable marketers to perform rapid discovery and analysis. More importantly,

with powerful data warehousing functionality at the fingertips of the business user, organizations

can focus their analysis on understanding customer behaviors in real-time, without the limitations

posed by aggregate data capture systems or the usability challenges of working with a separate,

non-integrated data warehouse.

Powerful Profile Mining

Coremetrics Profile Mining places the ability to gain true customer insight directly in the hands of

business users. Delivering the only real-time, on-the-fly segmentation capabilities in the industry,

Coremetrics Profile Mining allows users to understand the profile of any group of visitors on the

basis of recency, frequency, monetary, campaign acquisition, browsing behavior, participation

in key events, or even demographic and psychographic characteristics. Identifying high value

segments or large untapped markets allows marketers to understand where to focus their efforts

and investments in marketing, merchandising, and site design. Additionally, comprehensive

profile reporting provides deep insight into visitor affinities for affiliates, content, and product.

By understanding the relative weight and affinities of key visitor groups, business managers can

finally differentiate among key customers and apply the right marketing strategies for the right

individuals at the right time.

Coremetrics Segmentation Set-Up Wizard



Native Profile Drill Down

Coremetrics Zoom puts the power of profiles at your fingertips. Your customers experience on the

web consists of hundreds of thousands of unique elementsfrom email links that deliver a visito

to the site, to search terms that the visitor uses to navigate the site, to pages viewed during a visit

Coremetrics Zoom allows you to drill in on any of these elements within the reporting interface to

understand a profile of people who used that marketing element, search term, product or item,

page or site feature. Key data for these visitors, such as product affinities, allows marketers to

understand how site elements influence customer behavior, and how to tune their marketing

message to better meet visitor needs.

Coremetrics Marketing Zoom

Comprehensive Conversion Analysis

Correlating page views to transactions is not a simple task. For years, web analytics solutions

have been confounded by the complexity of associating individual behaviors with actions on a

site. Most vendors deal with this complexity through limited conversion reporting. By analyzing

LIVE Profiles, Coremetrics is able to perform comprehensive conversion reporting throughout

Coremetrics Online Analytics, as well as rapidly tailor solutions to meet the unique analytica

needs of the most sophisticated businesses. With this capability businesses are able to assign a

value to natural search terms, referring sites, site content, promotions, visitor paths, and on-site

search terms not just on the basis of popularity, but on the basis of effectiveness at achieving

identified goals, such as sales, revenue or registrations. At the end of the day, clicks do not

represent achievement of your goals. Having a consistent measure of the ROI for organic traffic

sources and site design is critical to truly delivering commerce analysis.

Flexible Marketing Attribution MeasurementCustomer behavior online is complex. On average consumers make more than 20 visits to a

web site before completing a transaction. Not surprisingly, the marketing campaigns and site

tools that visitors respond to vary widely depending on their timing within the customer lifecycle

Traditionally, web analytics tools have provided limited measurement capabilities, attributing

conversion to only the first or last influence on customer behavior. Leveraging the power of LIVE

Profiles, Coremetrics TrueMeasure delivers the industrys first flexible measurement capability

allowing analysts to attribute conversion and investment value to any or all sources of acquisition

In this way organizations can fully value investments across all stages of the customer lifecycle

and more effectively manage the customer relationship.


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Adaptable A/B Testing Framework

In collecting page view information for tens to hundreds of thousands of distinct pages, web

analytics tools historically have provided too much information and not enough insight. Only

Coremetrics allows for grouping of site elements into client-defined, multilevel hierarchies. Using

adaptable categories, business analysts can manage online performance at the Vendor, Campaign

Product Line, or Content Category Level, drill down for deeper analysis in underperforming areas

and reorganize categories on the fly without requiring reimplementation. More importantly, by

ensuring that elements are automatically grouped with like elements for comparison, Coremetrics

content categories facilitate rapid analysis and A/B testing for complex data sets and role-basedinteraction with data that is most appropriate for the business user.

Customizable Metrics and Data Visualization

No two businesses are alike. Coremetrics Analytics Workbench allows users to select the exact

metrics they need for analysis, flexibly trend and compare elements, smooth trends over time, and

even add new calculated metrics to their reports. More importantly, users can publish report views

for use across teams within the organization, allowing analysts to easily share their findings and

deliver new analytical insight from the rich data captured by Coremetrics.

Customize report views and trending

Intuitive Discovery

Page metrics tell only half the story; true site optimization requires understanding how customer

behavior relates to actions. Coremetrics LIVE Profiles approach provides comprehensive customer-

focused analytics for the actions individuals take. Using Coremetrics Zoom business users can dril

into any element within the interface and view a profile of the population of visitors who clickedon a marketing link, used a specific search term, or viewed a particular page. More importantly

Coremetrics Zoom reporting is updated continuously, enabling immediate insight without the need

to rely on complex page tagging solutions or a separate optional data warehouse.



Coremetrics Excel Plug In

Actionable Analytics with Action Ready Reports

In addition to the ability to export any Coremetrics report to Excel, we also offer a standard set

of offline reports that is aimed at programmatically extending the reach of your web analytics

information and increase adoption of a marketing approach based on data-driven analysis and

recommendations throughout your organization. Coremetrics enables businesses to share their

digital marketing and web performance data through a unique set of executive-level reports that

are delivered via a Microsoft Excel notebook. The report set allows for actionable analysis on top

line metrics, top performers, natural and on-site search effectiveness and visitor geography. With

these reports, recipients throughout your organization can receive actionable analytics in a formatthat they know.

Action Ready Reports



Industry Benchmarking with LIVEmark

Responding to competitive threats at Internet speed requires real-time insight into how you

company is performing relative to industry best practices. As a result, being able to benchmark the

key performance indicators (KPIs) for your business against industry peers is a critical requiremen

for web analytics today. Leveraging the experience of more than 1,100 online brands, Coremetrics

is the only vendor able to provide the breadth and depth of data necessary for true benchmarking

analysis. Coremetrics LIVEmark delivers timely benchmarking data for industry specific, best

practice KPIs, showing you exactly how your site performs compared to industry leaders and

peers. With Coremetrics LIVEmark, you can anticipate threats before they arise and stay one step

ahead of the competition.

Coremetrics LIVEmark also delivers an essential scorecard for measuring and managing your

online investments. Benchmark reports present key data enabling easy comparison of site

stickiness, conversion effectiveness, marketing impact, search usability, and other importan

metrics to anonymous industry benchmark data. This context around performance points an

organization towards the specific areas requiring improvement while also offering a clear picture

of where the company is outperforming its peer group.

Unparalleled Industry Depth

True benchmarking requires comparison across industry peers. Coremetrics clients are leaders

in their respective industries, transacting over $10 Billion a year in revenues. With over 1,100

clients across various industries, Coremetrics is uniquely positioned to deliver benchmarking

Using Coremetrics LIVEmark, clients can truly understand the performance of their site relative

to industry averages across organizations that maintain similar business objectives.

Accurate and Complete Data

Only Coremetrics LIVEmark provides you with certainty that your benchmark data is truly

representative of your performance relative to the industry. Coremetrics LIVEmark metrics are

calculated using aggregate LIVE Profiles data collected across all participating companies

Coremetrics does not sample, use self-reported surveys, or perform statistical extrapolations. I

measures every single visitor interaction on every single participating site, capturing comprehensivecustomer data. Using accurate and complete data provides you with the confidence to leverage

benchmark information to drive business decisions and investment.

Actionable Information

LIVEmark moves beyond mere technical reporting to deliver benchmark data for the KPIs relevan

to your business. Built specifically for online businesses, the LIVEmark benchmark delivers key

metrics regarding conversion effectiveness, site stickiness, shopping trends, on-site search, and

sources of traffic. More importantly, all metrics are defined with consistent business logic within

Coremetrics Online Analytics, making comparisons immediately valid to the data residing in you

analytics application.

LIVEmark delivers benchmark

metrics that are consistent

with our key performance

indicators, allowing us to

take action on industry data

rather than questioning how to

interpret it.

Director of

e-Commerce Marketing,

PETCO



Relevant Vertical Groupings

Comparison to industry leaders is only the beginning. Understanding how your site is performing

relative to self-identified peers and competitors allows for truly relevant comparisons of site

performance. Coremetrics LIVEmark provides benchmarking data for all participating sites, plus

an additional level of deeper detail for more tightly defined vertical groupings such as General

Merchandiser, Apparel, and Books, Music and Video. For a complete list of Coremetrics LIVEmark

verticals, contact a Coremetrics representative.

Coremetrics LIVEmark Report



Monitoring Online Business Performance

Understanding the health of your online business begins with the proper diagnostic tools

Coremetrics complete set of dashboards, metrics, and reports provide executives with a compre

hensive picture of online performance. Using Coremetrics Management Dashboards, executives

can define KPIs, track and manage to plan, and understand the technologies and geographies

through which visitors are reaching a site. By applying these metrics to online business in a con

sistent manner, marketers finally have the visibility that they need to forecast demand and apply

resources appropriately to meet business needs.

Coremetrics Management Dashboards also serve as a key benchmarking tool for business

analysts to use throughout the site. Comparing the performance of marketing elements, pages

or links to site-wide conversion ratios provides the frame of reference necessary to understand

which creative or page versions are underperforming, and promote or eliminate these elements

as appropriate. Using Coremetrics Management Dashboards as the baseline for conversion

effectiveness enables business analysts to continually improve marketing spend and site design

over time, consistently raising the bar on internal goals and targets as the business grows.

Manage Your Site and Campaigns in Real Time

Coremetrics Real Time Monitor is an add-on module to Coremetrics Online Analytics that empowers

online businesses to respond in real time by providing continually updated information on web siteperformance. The highly configurable, easy to understand graphical interface keeps managers and

executives up to date with their latest online results. The Real Time Monitor updates continuously

ensuring that you have a current picture of your operations. Armed with this knowledge, you are

able to respond to opportunities and challenges as quickly as they develop ensuring that you can

keep your programs on track and optimize results. The Real Time Monitor is highly configurable

and enables you to select various metrics for your site overall, or for specific pages, and display

those metrics in various modes including bar graph, line graph, tabular, or speedometer format. To

supplement your web site data, the Real Time Monitor supports the RSS for data feeds from sources

other than your web site. This enables you to feed data from any data source that supports the RSS

protocol, including third party discount sites or even internal data systems such as inventory, off-line

sales or call center activity. This flexibilty enables you to tailor the display to the information most

relevant information for your business, or even a specific campaigns.

Real Time Monitor

Insight gained from

Coremetrics helped us

reprioritize our web site

development queue,

saving two and a half months

of IT time.

Vice President E-Commerce,

Eddie Bauer



Track and Manage to Plan

Coremetrics Home Page provides a dynamically configured view of dashboards that combines

visualization with report drill down. Nine dashboard modules are available for user configuration and

presentation. Dashboards can be edited, saved, and then published. Standardized templates of best

practice dashboard modules for executives, merchandisers, and marketers are provided out of the

box for users to customize. Comparison of trends provides historical benchmarking capabilities and

the ability to upload plan data allows marketers to track performance against forecast. Coremetrics

Top Line Reports also provide presentation of data in a tabular format for more granular trending and

data export.

Coremetrics Home Page Dashboards

Features

Home Page

Configurable KPI Dashboards

Comparison, trending, and

target data upload

TopLine

Comprehensive summary

reporting for site-wide page

view, browsing, conversion,

and revenue metrics

Session reporting to identify

site traffic patterns

Conversion Dashboards

Session based reporting on

visitor, browser, selection,

and transaction conversion

Visitor based reporting on

sitewide conversion and cus-

tomer loyalty metrics

Multi-Site Reporting

Roll-up of online activity by

brand, geography, or line of

business

Technical Properties

Comprehensive browser,

operating system, and demo-

graphic information captured

from the browser

Activity Atlas

Geo-locational reporting

Real Time Monitor

Highly configurable Flash-

base dashboard providing

current KPIs

Choose from various met-

rics to display in different

modules including trending,

gauge, and bar graph

Support for RSS feeds

Action Ready Reports

Microsoft Excel Notebook

of standard executive-level

reports for offline analysis

Comparison, on-site and

natural search performance,

visitor conversion, geograph-

ic reports



Understand Site Conversion

At the heart of web analytics is the ability to obtain a complete understanding of how effective

your site is at driving customers to visit, browse product, select and transact items, and ultimately

return to convert again. Coremetrics Conversion Dashboards provide comprehensive session and

visitor metrics to deliver the sitewide conversion insight necessary to manage online initiatives. By

identifying and monitoring key points of conversion internally, business managers can effectively

allocate resources to underperforming areas, and drive continuous improvement for their most

important KPIs.

Coremetrics Conversion Dashboard

Report Across Multiple Sites

For large organizations, understanding the health of an online business goes beyond reporting on a

single site. Coremetrics Multi-Site Reporting allows site owners with multiple brands or geographic

business units to roll-up data across disparate sites into a single instance of Coremetrics Online

Analytics for comprehensive reporting without sacrificing any analytical functionality. Flexible rollup provides information on individual and cross-brand activities for brand-oriented businesses, o

on global, regional, and local site performance for geographically managed businesses. Managers

can access data at any level of the roll-up and use information to track and manage performance

across business units.

Monitor Technical Properties

Coremetrics Technical Properties delivers complete information on visitor browser and system

settings, allowing IT executives to make informed decisions about how to optimize their site

for varying browser types, monitor resolutions, java versions, plug-ins, and even language

preferences. More importantly, error page tracking ensures that site designers can uncover when

a visitor reaches an error page and correct site design flaws immediately.

Deliver Geo-Location Analysis

Coremetrics Activity Atlas allows you to have a view of the physical source of visitor traffic through

use of reverse DNS lookup technology provided by Quova. Tying visitor site behaviors to the

individuals city, market area, or country allows marketers to understand the regions and locations

they are servicing well or poorly, and adjust accordingly. This allows site managers to measure

the results of offline marketing to drive web traffic, identify regions or countries that are ripe for

investment, and understand the impact of localized content on site conversion.



With Coremetrics,

our team can analyze

the ROI of all our

campaigns in a single

interface and understand

which campaigns drive

sales. Our team can

now allocate resources

to top performers and

increase our revenue.

Webmaster, Ace Mart

Acquiring High Value Customers

Acquiring the right customers is the cornerstone of every successful marketing program.

Coremetrics leverages the power of LIVE Profiles to enable marketers to quickly segment and

reach the right audience for their products and services, as well as track value of these customers

over time. Using Coremetrics powerful, customer-centric solution, marketers are able to attract

high value customers and present them with relevant offerings to drive increased margins and

customer satisfaction.

Managing hundreds of thousands of marketing links across in-house systems and external vendorsalso presents a unique challenge for online marketers. Coremetrics Marketing Management Center

is the first system to provide a unified marketing interface for understanding vendor, campaign,

and creative performance regardless of marketing channel and provide seamless integration

with cost, impression, open rate, or offline transactional data. With Coremetrics Marketing

Management Center, users can quickly optimize marketing spend and refine promotions across

ongoing campaigns, improving return on marketing investment.

Target the Right Audience

Understanding which visitors are most valuable allows marketers to prioritize campaigns

effectively and reach the right audience. Coremetrics Segmentation provides a powerful tool for

marketers, allowing users to understand the size and value of groups of visitors identified bytheir web site behaviors and demographic characteristics. Segment reporting on product and

content affinities delivers critical insight into what product or content mix should be offered to your

target audience, ensuring that you can realize increased relevance and return from your targeted

marketing programs.

Optimize Spend to Drive Conversion

Coremetrics Marketing Management Center provides the first set of reports for tracking all of

your online sources of traffic within a single interface. Hierarchical navigation and flexible channel

roll-up allow analysts to manage vendor, campaign, placement, and item performance at the

category level and drill down for iterative analysis into which elements are over performing and

underperforming. Zoom reporting enables users to drill into campaigns or links to understand

the profile of visitors who were acquired, compare campaign results across vendors, and identifycustomer product affinities so that marketers can further refine marketing spend and messaging.

Finally, Coremetrics Marketing Attribution Measurement, our flexible approach to crediting

marketing campaigns with value, ensures that site conversions are attributed to any or all sources

of campaign acquisition, providing marketers with a seamless mechanism for comprehensively

understanding the performance of their marketing programs.

Coremetrics Marketing Management Center


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Maximizing the Value of Page Content, Real Estate,

and Site Design

Site content and features are essential tools for assisting visitors through the research and

selection process. Informational pages and product reviews can serve to drive interest, whereas

product comparison or guided selling tools simplify and accelerate choices for visitors. In-page

promotions also represent a valuable opportunity to deliver timely offerings when visitors are

browsing the home page or key category pages. Intra-page technologies such as portals, Ajax,

Flex and Flash provide a richer and more streamlined site experience for your visitors. Each ofthese site elements represent a unique chance to interact with the customer, requiring testing of

page content, versions, real estate value, and promotional creative.

Coremetrics Content Analysis provides a complete module of diagnostic reports to enable site

owners to understand content usage and conversion influence, as well as lifetime behavior

of content users. With this information, managers can optimize investments in site content to

increase site stickiness and drive return visits. More importantly, through profile mining, analysts

can gain a greater understanding of content users, including their product and cross-content

affinities. Using this detailed behavioral information, organizations can develop new content

strategies to more fully address visitor interests, driving increased customer satisfaction and

customer value.

Manage Content Categories

Managing tens of thousands of content pages presents a unique challenge for any marketer.

Hundreds of pages of product information or help content cannot be managed at the individual

page level. Coremetrics Category Analysis report allows site managers to group their content

into intuitive hierarchies that map directly to the web site design. Rollup of underlying page data

ensures that category metrics provide a comprehensive view of content category effectiveness,

so that business analysts can compare the performance of a broad range of site content easily,

as well as drill down for detailed investigation where necessary.

Coremetrics LIVEview In-Browser Analytics

Using Coremetrics Online

Analytics, we learned

that Product Compare users

represented a key customer

group for us, kicking off

an initiative to improve

access to that function.

Through these changes,

Coremetrics helped us increase

annualized revenues

by $2.2mm.

Director of eCommerce

CompUSA



Manage Investments in Web 2.0 and Portal Technologies

Web 2.0 and rich internet applications such as Ajax, flex and flash offer a wealth of new

possibilities for site designers to improve the customer experience. Understanding how these

intra-page technologies are performing, and the value they drive for your business is critical in

ensuring that you invest wisely in these new technologies. Coremetrics Element Reporting delive

the capability to measure intra-page visitor activities such as an Ajax pop-up of product details

or interaction with a content filter.

Coremetrics Element Reporting also powers portal analytics by providing insight into how andwhere various content is accessed within a portal environment.

Optimize for Natural Search

Natural Search results receive over 85 percent of clickthroughs as opposed to paid search results

representing the single largest means for most customers to find your site outside of typing you

URL into the browser. Designing your pages to be found represents an effective way to increase

traffic to your site without increasing marketing spend. Using Coremetrics Page Zoom, businessanalysts can view a profile of the viewers of a page including listings of the natural search terms

that brought them to your site. Using this insight, content owners can choose the appropriate

keywords for inclusion in page headers to increase search results rank and site traffic.

Rank and Compare Conversion Influence

Coremetrics LIVEview provides analysts with a simple, effective way to understand link

performance while browsing the web site in real-time. By installing a browser plug-in, marketers

can overlay basic metrics such as page views, conversions, and transactions onto every page

on your site. Graphical annotation provides an intuitive view of link performance, with drop

down options available for tracking links by percent of total, by rank, or even comparing link

performance over different time periods.

Value Page Real Estate

Which home page is the most effective at converting visitors? Where on the page should high

margin products or premium content be placed? Coremetrics Real Estate Report allows fo

comprehensive tracking across both page versions and locations within pages. Consequently

analysts can compare historical performance across multiple page versions and use synchronous

or sequential A/B testing to identify the optimal page layout. Page real estate location and link

performance can also be valued so that marketers can maximize use of highly trafficked locations

within the page to optimize for conversion and margin.

Features

Segmentation

Segment on pages or

categories browsed

Top Pages

Browsed

Entry Departure

Content Categories

Organize site content and

tools for rapid analysis

Page Zoom

Profile content viewers and

trend behaviors over time

LIVEview

Graphical, in-browser

analytics overlay

Real Estate

Track page, version, area,

and link performance

Site Promotions

Track promotional links

across multiple pages

Link Analysis

Identify lifetime behaviors of

promotional responders

Campaign Integration

Links are automatically

detected without tag

maintenance

Impression Tracking

Automatically capture

impressions served from

promotional content

Elements Reporting

Track visitor behavior around

intra-page activities to

understand value of these

elements to your business

Element Categories Report



Track Site-Wide Promotions

Coremetrics Site Promotions Report tracks the value of promotional content which is displayed

across multiple pages on the site. A free shipping offer, for example, may be performing particularly

well. But where is it most effective the home page or a category page? By understanding where

to place promotions to maximize impact, marketers are able to reach the visitor at exactly the right

moment to persuade them to purchase.

Understand Lifetime Value and Product Affinities

Conversion is only half the story. Great sites not only convert visitors into customers, they also

grow the customer relationship to increase repeat visits and revenues over time. Coremetrics

Segmentation and Link Analysis allow marketers to understand lifetime visits and purchases of

visitors who viewed a page category or clicked through on an onsite promotion, as well as tie

those visits into product affinities. Only by valuing promotional content on the basis of lifetime

value can site owners avoid the pitfalls of marketing only to a price sensitive clientele, and begin

to focus on the growing more profitable relationships with loyal customers.



Optimizing Product Mix and Promotion

When visitors enter your site where do they go? Just as brick and mortar businesses design the

most efficient and effective floor plans, online businesses need to understand how to categorize

products in an intuitive manner to allow customers to easily find and acquire products on the site

Promotional categories need to be used to drive sales of high-margin items, and site content

needs to be grouped to create the highest probability of up sell.

Coremetrics Products is the first and only solution in the web analytics industry designed

specifically for the unique needs of sophisticated online retailers that allows eCommercemanagers to map their product categories directly to an analytical report, allowing merchants to

optimize product mix and manage their product placement effectively. Using multilevel hierarchies

Coremetrics Products and Merchandising reports deliver an intuitive application for managing

category performance and providing flexible drill down into actual products offered, viewed, and

sold. This capability is essential for sites that sell hundreds of thousands, or even millions of

products to ensure the sheer volume of web data available can be presented in a meaningful way

without requiring that users sift through mountains of data to find the right products for analysis

While designed with retailers in mind, clients across industries find value in a hierarchical view o

customer behavior and conversions associated with their product or service. Coremetrics has

also developed a view of customer behavior around travel products and services to meet the

unique needs of travel providers. The complex nature of travel offerings requires a flexible solution

that allows organizations in the travel industry to understand various attributes of their bookings

Identify the Right Product Mix

Merchandising begins with the proper product mix. Coremetrics Segmentation provides analysts

with a complete picture of visitor product affinities by demographic or browsing behavior. Using

segment information, analysts can select the product mix that is most relevant to site visitors, and

present it prominently within navigational as well as promotional categories. Using LIVE Profiles

merchandisers can view affinities from any historical time period, ensuring for example tha

analysis of holiday shopper behaviors includes data from last years holiday shoppers.

Manage Merchandising Categories

KPIs for merchandisers vary widely by product line. Coremetrics offers multiple views of produc

hierarchies. For example, you can map Product Categories to the navigational and promotiona

categories which visitors actually navigate through on your site. At the same time, you can

have a secondary hierarchy that maps back to your internal management categories. Flexible

hierarchical analysis allows product managers to manage at the category level to understand

aggregate performance metrics, as well as drill down to item level details to identify which specific

products are underperforming and identify creative or pricing issues. Virtual categories allow fo

easy reporting on site tools, such as search, home page promotions, and cross sell links. Each

site tool is a category within the Product Categories report, giving users the ability to easily see

performance, revenue, and conversion for each tool, as well as look at the success of individua

products within tools.

Using Coremetrics

to help us intelligently

deploy cross sell offerings

throughout our site by

leveraging historical customer

purchase behavior, we

expect to generate more

than $3mm of additional

annual revenues.

eCommerce

Marketing Manager,

Northern Tool



Features

Segmentation

Segment visitors based on

browsing, abandonment,

conversion and purchase

behavior at the item or

category level

Merchandising Categories Organize products into

categories that match

navigational categories on

your site for intuitive analysis

Virtual categories track

promotional categories or

site tool impact on product

sales

Client defined to achieve the

level of analysis appropriate

for your business

Merchandising Zoom Identify sources of

acquisition for visitors

that viewed or transacted

specific categories or

products

Identify site search terms

that drove visitors to specific

products

Identify commonly cross

sold items for specific

products

Top Items Browsed Identify popular items and

plan promotions accordingly

Top Items Abandoned

Identify frequently

abandoned products and

take corrective action

Cross Sell

Identify top cross-sold items

over buyer lifetime

Enterprise Product Report

Map product performanceback to a single category

to correlate to internal

organization

Import offline data such as

call center sales, inventory,

or margin

Bookings Report

Attribute based report that

offers travel providers a view

of their products filtered by

key attributes

Optimize Product Placement

Where on the site is the best location for your product to be placed? Only Coremetrics allows

merchandisers to understand where a particular product sold wellin a navigational category, a

promotional or sale category, or possibly in a cross sell category placed on product pages. Using

Coremetrics Product Categories, managers can understand the value of promotional categories

and ensure that they have the appropriate product mix, track cross sell initiatives and their

performance, and place products appropriately on the site to maximize conversion.

Improve Cross Sell

True cross sell analysis takes into account consumer preferences over time across multiple sitevisits and transactions. Leveraging the power of LIVE Profiles, Coremetrics Cross Sell Report

delivers the only true lifetime cross sell analysis in the industry, providing insight into what

consumers of popular products are likely to select in the future. Using Coremetrics Cross Sell,

merchandisers can easily identify offerings which will be relevant to clients in order to maximize

the value of customer visits.

Coremetrics Product Categories Trending Report

Coremetrics Cross Sell Report



Enable Product-Based Marketing Optimization

Merchants need to work hand in hand with marketers to determine strategies for driving

awareness of specific product lines and offers based on corporate, seasonal, or inventory

objectives. Merchandising Zoom allows organizations to identify which offers, placements and

creative drive product interest with the click of a button. With this valuable data, organizations can

allocate marketing spend and target campaign placements to drive interest in specific products

increasing the relevance of promotions and improving return on marketing investment.

Optimize Bookings

Travel providers that operate online have special needs regarding understand their products and

services. The nature of their product is highly complex, andrather than being based on SKUsis

based on various attributes of their offering, e.g. room size, seat class. Moreover, travel providers

often manage multiple geographic and branded sites all of which may offer the same product

With this in mind, Coremetrics developed an attribute based report that provides organizations

in the travel industry with a view of their offerings filtered by attributes. This unique flexibility

has many purposes. For example, a online hotelier can have a view of the geographic source o

bookings for a given property. For example, they may find that their German site initiates a lot o

bookings for a specific property in San Francisco, CA, but has a very low conversion rate. With

this information, they may examine the competitive pricing of San Francisco hotel properties in

the German market.


25/36



Increase Relevancy and Conversion

How effective is your search engine if customers have to scroll through dozens of products to

find the item they were looking for on page 7 of their search results? Using Coremetrics On-Site

Search Zoom, search managers can drill into popular search terms to understand which items

customers using that term actually transacted. By placing these items near the top of the search

results for that term, managers can increase relevancy for search results, driving higher conversion

and increased customer satisfaction from the site search experience.

Capitalize on Cross Sell Opportunities

Providing search results is not just a matter of filling a customer request, it is a valuable opportunity

to provide visitors with product recommendations. Coremetrics On-Site Search Zoom also allows

analysts to drill into individual search terms to uncover other search terms that visitors used during

their visit. With this insight, analysts can understand the natural affinity for cross sell that these

visitors have and present them with relevant suggestions within the results page.

Coremtrics On-Site Search Zoom



Features

On-Site Search

Comprehensive search

results

Search frequency,

conversion, and results

returned metrics

On-Site Search Zoom Similar search terms match

searches that are similar to a

given term to identify issues

with plurality, misspelling,

and stemming

Cross-searched terms

correlate a search term with

other terms searched for by

a visitor in session to identify

cross sell opportunities

Top Items identify what users

of a specific search term

transacted to understandwhich results would be most

relevant to serve for a given

term

Understand and Optimize Conversion for Any Site

Event

For many sites, tracking one key conversion event, such as a sale or a booking, is not adequate.

Most sites have multiple conversion events and business managers are looking to track all of

these events, and even assign a relative value to each. For example, for a financial services orga-

nization, an online application may represent money in the bank. Likewise, they may have a clear

understanding that customers who use their online tools (such as mortgage calculator) have a high

propensity to add another service. Tracking and valuing this site event (use of the mortgage calcu-

lator) is also very important. For a media or content provide, perhaps your goal is to have visitors

come to your site often, and click on advertisements. Key site events can really be anything that

represents achievement of a goal to you: registering for a newsletter, webinar, gift registry or wish

list, playing a game, viewing an advertisement, using an online tool, viewing your account informa-

tion, downloading a document or using a store or branch locator. Coremetrics provides the unique

ability to track and segment any site event by name, category and weighted value.

Conversion Events Report and Segmentation

Quantify the Value of Site Conversion

Since all events are not created equal, Coremetrics provides the capability to assign a weighted

value to that any conversion event. So, an online travel provider may understand that visitors who

register for a special deals newsletter have a 10% propensity to book a ticket over the next 6

months, whereas those that register for a specific fare alert have a 30% propensity to book over a

six month period. In this case, a travel provider could use assign 10 conversion points to register-

ing for a special deals newsletter, and 30 for registering for a specific fare alert.



Understand Initiation and Abandonment of Key Activities

You can track initiation and completion of any site event, so you can optimize these and increase

the value that event represents to your company. For example, if downloading a file represents

significant cost avoidance and represents achievement of a site goal, tracking intitiation and

completion is key. Are enough visitors even beginning the download? If no, perhaps you need to

improve navigation to make this download easier to find. Are visitors beginning the download, bu

then abandoning it mid-process? If so, youll want to evaluate the actual download process to see

if it is too long, has too many steps or if there are other unnecessary barriers to completion..

Track Sources of Acquisition for Key Customers

Because Coremetrics enables you to track multiple conversion events, and weight them accord

ing to their value to your business, you will possess a comprehensive understanding of custome

behavior as it relates to all site goals. With this knowledge, you can now understand which mar-

keting programs are delivering the most points. Take for example a travel site that is tracking both

bookings and registrations for fare alerts. Email Campaign A may deliver the best results when

looking only at if bookings, but when looking at both bookings and registering for fare alerts (which

represents future bookigns) may be a better performing campaign.

Conversion Events Report and Segmentation

Features

Conversion Events

Track and report on multiple

non-commerce conversion

events on your site

Understand relative value of

various conversion events

by assigning points to reflect

weighted value

Segmentation

Segment visitors based on

conversion events criteria

(e.g. name, category,

completion, accumumlated

points)



Coremetrics reporting inter

face is extremely intuitive, and

our team leverages the detailed

clickstream analysis to ensure

that we display our merchan

dise intuitively and meet our

customers online needs.

Director of Web

Merchandising

Restoration Hardware

Streamlining Key Site Processes and Paths

Understanding points of abandonment for a visitor scenario allows site designers to streamline

key processes such as checkout, booking or applications; reduce site abandonment; and

improve customer satisfaction. Coremetrics Scenario Analysis represents the first set of path

and clickstream analysis tools in the industry that provide site designers with true visibility into

individual visitor behaviors instead of simply reporting on aggregate clicks. With Coremetrics

Scenario Analysis, site designers can prioritize process bottlenecks by revenue impact and design

pages with conversion in mind.

More importantly, Coremetrics LIVE Profiles allow for on the fly scenario creation and visualization.

By storing all customer information in the Coremetrics LIVE Profiles data warehouse, Coremetrics

is uniquely able to create historical path analyses, deliver segmented clickstream, and provide

unlimited pathing to completion in an ad-hoc manner. With this powerful functionality site

designers can analyze, create, and validate hypotheses regarding any user behavior, not just the

behaviors that were accounted for during implementation.

Self Service Scenario Definition

Traditional site analysis tools require that steps in funnels be defined up front during implementation, but

what happens when you want to analyze visitor patterns on a new landing page? Coremetrics TruePath

leverages the first ever in-browser setup to allow users to define scenarios for analysis on the fly whilebrowsing their own site. Using this industry leading technology, analysts can create new paths and view

results for historical time periods without the need for IT intervention or waiting for results. Because

Coremetrics stores data in LIVE Profiles, no visitor information is ever lost, allowing for comprehensive

path reporting on any aspect of your site.

Coremetrics TruePath Setup



Complex Path Visualization

The golden path rarely represents a realistic scenario for most users. A checkout, application, o

booking sequence may have a dozen or more steps, with numerous side steps that a user may

take between start and finish. Only Coremetrics TruePath allows for analysis of complex, non-

linear paths. With Coremetrics TruePath, analysts can model an unlimited number of path nodes

group pages arbitrarily into steps, and measure optional step fallout, delivering visualization of

realistic visitor traffic patterns. By delivering realistic customer path analysis within a single visua

tool, organizations can easily understand abandonment and generate rapid ROI by retaining more

visitors on the web.

Coremetrics TruePath Report

Understanding Path ValueCoremetrics Clickstream allows for even deeper analysis of customer behavior. By examining indi

vidual customer paths from key pages, analysts can quickly identify the content visitors are drawn

to and why certain pages are driving abandonment. More importantly, Coremetrics Clickstream

goes beyond competing tools, delivering not only traffic metrics, but also conversion metrics for

each step in a visitor path. Using this information, a site designer can understand which paths

have lead to successful completion of a purchase, booking, or application, and value paths based

on their probability of success. With this information, users can make informed decisions about

the impact of path abandonment, and value how important it is to make changes to content on

the site.

Features

TruePath

In-browser path setup

enables user to define the

path while browsing their

own site

Arbitrary step definition

consisting of any page or

group of pages Optional steps allow visitors

to take alternate paths to

completion

Unlimited pathing provides

limitless number of steps for

complex paths

Historical lookback to

examine paths for historical

time periods

TruePath Summary provides

an overview report of all

defined paths

TruePath Analysis providescomprehensive visualization

and metrics for defined

paths

Clickstream

User-defined start page

Conversion pathing with

Buyers and Sales Revenue

at every clickstream node

Drill down to departure

allows users to follow the

complete clickstream path

through any site process

Click-to and Click-from

allows users to trace pathing

forwards or backwards

Clickstream by segment

shows the navigation paths

of any ad hoc segment

Forms

Experience and usability

metrics for key site forms

Form Zoom Detailed form field usage

and abandonment metrics



Segmented Clickstream Analysis

Coremetrics Clickstream can be run for targeted user segments on an ad hoc basis, meaning that

users can define these reports on the fly, and run them immediately against their LIVE Profiles data

warehouse. As a result, segmented clickstream reports do not require IT intervention, approval, and

implementation time. With clickstream by segment, Coremetrics clients can compare navigation

pathing among visitors based on any RFM, campaign acquisition, behavioral or demographic

characteristic. As a result, the potential analyses are limitless, allowing users to iteratively define

segments and clickstreams to identify which customers are facing challenges with a particular

page, tool, or process. Without the ability to compare pathing among different types of visitors, it

is impossible to know who is affected by content issues and how to take corrective action.

Coremetrics Clickstream Report

Optimizing Key Forms

Forms represent the last mile in the conversion process. Entering billing information, accountdetails, or personal information is required for customers to complete a purchase, application,

or registration. Coremetrics Forms allows site designers to monitor form usage and abandon-

ment to ensure that customers are able to complete forms easily the first time. More importantly,

Coremetrics Form Zoom allows for drill down on key forms to understand individual form fields

that drive abandonment or delay, allowing analysts to reduce form complexity, increase transac-

tional throughput, and improve the overall user experience.



Tailored Analytics to Deliver Strategic Business

Advantage

Coremetrics recognizes that no two businesses have the same business model or analytical needs.

Online tools, functions, and features differ from site to site. Coremetrics is unique in that it provides

the first true application-building platform for custom reporting in the web analytics industry

Combined with the Coremetrics LIVE Profiles data warehouse, Coremetrics provides the tools to

get at any relevant online business measurement, correlate information within and across sessions,

and present that information through an intuitive and flexible reporting interface.

Why is Coremetrics unique? Other web analytics vendors only store aggregate data, resulting in

a limited and inflexible data set for custom reporting. This requires site owners to re-implement

their page tags to be able to effectively perform custom reporting, and even then many types of

complex reporting may not be possible. Coremetrics Custom Reporting leverages LIVE Profiles

which provide a complete historical data set without requiring customers to re-instrument their

sites. Most importantly, by taking advantage of LIVE Profiles, Coremetrics Custom Reporting can

deliver information on multiple influences and conversion points over the visitor lifetime, enabling

uniquely powerful insight into customer behavior.

Fully Managed Solution

Web metrics are open to interpretation. Utilizing industry expertise from more than 1,100 clients

Coremetrics Business Analysts are experts at helping you identify key business requirements

mapping your requirements to business metrics, and helping you to scope and test custom

reports. Working with Coremetrics Business Analysts, customers can quickly define custom

reports that leverage consistent, best practice business metrics, and ensure that information is

delivered in an intuitive manner to drive rapid adoption.

Lifetime and Historical Visitor Analysis

With Coremetrics Custom Reporting clients can leverage the rich visitor data captured in LIVE

Profiles to create comprehensive visitor-based analytics unique to their business needs. Using

Coremetrics Custom Reporting, organizations can evaluate any number of conversion points

within the visitor buying cycle, correlate this information to campaign acquisition and purchase

affinities, and understand lifetime behavior of visitors. More importantly, Coremetrics CustomReporting allows for investigation into historical profile data, unlike competing solutions that

require that the set up of custom solutions prior to collecting and delivering data. As a result, your

organization can leverage insight immediately and trend custom report data over time without

waiting weeks, months, or even years to collect valid visitor samples.

Delivering Multichannel Analytics

By augmenting LIVE Profiles with offline customer data, clients can use Coremetrics Custom Reporting

to deliver true multichannel analytics. For example, correlating call center or in-store purchases to

online campaign acquisition allows marketers to determine the true return for their online marketing

investments across multiple channels. Only Coremetrics LIVE Profiles enable this powerful ability to

drive analysis of any behavior across online and offline channels and report on multichannel data

seamlessly within the user interface. Coremetrics offers out of the box views to cross channel sales

and product views and can meet other multichannel analytic needs through Custom Reporting.

Flexible Reporting Options

Coremetrics Custom Reporting provides the most flexible custom reporting solution in the

industry, allowing business users to access data in a manner that makes the most sense for

analysis. Users can define metrics, graphs, and even hierarchical reporting for understanding

complex data relationships, as well as group and place reports anywhere in the Coremetrics

Online Analytics interface for easy access for the appropriate business user. Applications can

be built to filter reporting interfaces to provide role-based views of data or to segment data sets

based on visitor profiles or complex business logic.

Coremetrics multichannel

data is immediately actionable

and drives optimization of our

marketing strategy.

Vice President of eCommerce,

Select Comfort



Building a Cross-Channel Profile of the Customer

The online channel represents the single richest source of customer behavioral information

available today. The ability to identify visitor affinities through browsing and selection behavior, as

well as accurately measure the return on investment of marketing campaigns, represents a leap

forward for online brands wishing to understand what drives customer interest and conversion

in any channel. With so much data available online, however, the challenge is not obtaining the

information, but rather integrating it with other data sources to gain a true cross-channel view

of the customer. Coremetrics Enterprise Data Bridge allows for the comprehensive import and

export flexibility necessary to tie detailed data to in-house systems and drive truly successfulmultichannel business initiatives.

Critical to this capability is Coremetrics approach to storing web visitor data in LIVE Profiles. The

profile tables in our LIVE Profile data warehouse cover a broad range of information for individual

visitors, such as every page browsed, all products selected or transacted, every field filled out in

registration forms, lifetime value of a customer, as well as original campaign acquisition source.

Seamless integration with offline CRM systems through a customer ID, email address, transaction

ID, or login allow marketers to create a comprehensive, historical, cross-channel profile of

customer behavior. This 360-degree view of the customer, enabled by LIVE Profiles, represents

high value data for fueling your web analytics, business intelligence and CRM needs.

Extending the Power of LIVE ProfilesImporting offline customer profile or product data into Coremetrics provides marketers with

powerful multichannel analytics capabilities directly within Coremetrics Online Analytics. With this

360-degree view, marketers can understand the true return on online marketing investment across

the web, call center, and brick and mortar channels. Coremetrics Enterprise Data Bridge allows for

creation and storage of data tables to meet client specific needs, enabling reporting on custom

attributes and metrics. Offline data can also be directly correlated to individual behavior through

the LIVE Profile, ensuring that offline conversions are correctly attributed to the campaigns or

content that drove a transaction, resulting in unique and powerful analytics capabilities.

Fueling Business Intelligence and CRM Initiatives

By integrating LIVE Profile information with corporate CRM and business intelligence systems,

clients can leverage rich web data throughout the enterprise to drive customer insight and

targeted marketing initiatives in offline channels. Coremetrics Enterprise Data Bridge employs a

flexible database schema that enables you to define export-file structures that exactly match your

internal usage requirements. Instead of receiving a massive volume of information, a client can

specify the exact data fields for export and aggregation into their in-house systems. Exports can

also utilize a subset of visitor profiles to deliver data sets and business logic tailored to business

needs. Custom metrics and files can be created to provide easy flexible integration with any data

warehouse, Business Intelligence Application, or eCommerce platform.

Prebuilt Partner Integration

Integration presents a unique challenge for any organization, from identifying and accessingdata sources to testing and validating integration results. Through Coremetrics industry leading

partnerships, Coremetrics relieves organizations of the burden of integration by delivering prebuilt

solutions that are tested and validated by both Coremetrics and partner development teams. With

productized partner integration, clients can speed time to deployment for end-to-end solutions

and reduce the cost and risk associated with cross-channel initiatives.



Industry Leading Services Accelerate and Increase

Return

Coremetrics has built the industrys best support team to help you reach your online goals. With

dedicated support staff tasked with understanding your business and its challenges, you wil

gain consistent, measurable ROI from your Coremetrics investment. Coremetrics world-class

client services team acts as your very own outsourced strategic advisors. This team of seasoned

professionals brings industry experience, technical prowess, and a deep understanding of specific

tactics for improving your companys online results. Serving more Fortune-class clients than anyother company in the industry, Coremetrics has developed a sophisticated support structure to

help you get the most from your online analytics investment.

Implementation Support

Your relationship with Coremetrics begins with the support of an assigned implementation

engineer. Implementation engineers are experienced technical guides that have supported the

implementation of Coremetrics on the webs largest sites. In addition to guiding you through

your implementation, your implementation engineer remains an assigned resource to support

any new implementation needs or modifications throughout the history of your relationship with

Coremetrics. Implementation engineers also work with Coremetrics custom report developers to

deploy specific reports for your organization as your analytical needs evolve.

Business Analysts

As part of your relationship with Coremetrics, you will be assigned to an experienced business

analyst who is responsible to fully understand the specific goals and challenges of your online

business. Coremetrics business analysts are measured on their ability to demonstrate positive

ROI for clients, and you will benefit from their arsenal of insights, case studies, and analyses

Coremetrics business analysts have helped clients draw additional concrete insights out of

their online data, leading to dramatic increases in revenue, conversion rates, and marketing

effectiveness. Similarly, he or she will work with your team to identify problem areas, create

relevant analyses, and develop a specific action plan for making constant improvements to al

aspects of your online channel. In addition, your business analyst partners with another assigned

Coremetrics resource, your account executive, who will strategize with senior-level executives in

the eCommerce, marketing, and merchandising arms of your business to ensure that your cross

functional business objectives are met. Leveraging the expertise they gain from working with

other leading eBusinesses, Coremetrics business analysts and account executives bring to bea

the collective experience of the industry leading Coremetrics customer base. business analysts

recommend and help execute key high-impact analyses for their clients, and proactively offer

business insights that address specific, tactical adjustments that clients can leverage to increase

online performance.

Coremetrics Support Line

In addition to the strategic insight provided by your business analyst and account executive

Coremetrics provides technical and user support through the Support Line. Coremetricstechnical support staff is available to answer any and all product-related and usability questions

Coremetrics has built a solid reputation by providing the most robust analytics platform available

anywhere today, and the Support Line plays a key role in helping clients with any questions they

may have.

Coremetrics combines the

premier behavioral analysis

and segmentation tools with

superb customer service...

Forrester Research



Online Support

The Coremetrics support site, located at https://support.coremetrics.com, contains a wealth

of information organized for the functional groups within your company that will be using

Coremetrics applications. Specific information is available for each report area within

Coremetrics, as well as training materials, frequently asked questions (FAQs), implementation

guides, and cases study samples.

Strategic Services Group

Coremetrics offers an in-house consulting team that is available to work on a project basis to

drive specific strategic initiatives, or on a retainer basis as outsourced analysts. Extending analysis

of customer data from day-to-day operational usage into strategic projects with transforming

impact, the group leverages its cross-client experiences and employs proven methodologies to

achieve measurable results. Through its full range of offerings, the group provides deep insights

into customer behavior as well as recommendations to improve the effectiveness of current

marketing programs, merchandising strategies, web site design, and navigability. By engaging

with the strategic services group for these critical initiatives, clients will accelerate and increase

the return on their web analytics investment.

Client Training and Tutorial Series

The Coremetrics team is dedicated to your success. Therefore, Coremetrics takes a very active

role in providing ongoing educational opportunities to clients. Coremetrics offers training across

all web analytics, marketing, and merchandising functions to accelerate adoption of Coremetrics

and understanding of how to analyze, interpret, and use LIVE Profiles data. In addition, the

Coremetrics Client Tutorial Series occurs periodically in a web-based format and is designed to

train clients on new product functionality. The series has received rave reviews from clients who

regularly pass the web recordings along to other business users in their organizations.

Client Summits and Email Forum

Coremetrics hosts an annual client summit, bringing industry leading clients, analysts and partners

together for general sessions on trends, best practice case studies and informative roundtable

discussions. Coremetrics clients regularly refer to these summits as more valuable than the best

industry conferences. During these events, clients present case studies while sharing specific

tactics for improving their performance in the online channel. These insights are applicable across

industries, and in most cases also include recommendations for organizational change to take

full advantage of the analytical insight that Coremetrics provides. Coremetrics Client Summits

allow attendees to leverage the group learning advantage and apply best practices to their own

online businesses.


36/36

Coremetrics, Inc.

1840 Gateway Drive

Suite 320

San Mateo, CA 94044

1.877.721.2673

www.coremetrics.com

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