3 Ways Adobe Global Services Contributes to Adobe Analytics Success

06-09-2014

In the recent publication, For­rester Wave: Web Ana­lyt­ics Q2, 2014 report, Adobe Ana­lyt­ics earned top cus­tomer ratings in several categories including Adobe services geared to drive customer value with the analytics solution. As I’ve spent over 10 years at Adobe working with our services teams, I’ve seen many of our customers build their analytics practices to describe, diagnose, and prescribe paths to success. Those who’ve been most effective in this have been wise in implementing their tools in a way that aligns with the business objectives of their broader organization.

In the report, Forrester’s James McCormick states,

“Digital strategy and execution are anchored in web analytics as firms develop broader intelligence approaches to tracking and interacting with users across multiple channels. Web analytics has kept pace with the digitally empowered customer supported by continuous investment by vendors in growing their products advanced analytics capabilities.”

Companies who recognize analytics’ role in success have a strong propensity to achieve increasing levels of digital marketing success as they mature. Adobe Global Services (AGS) have proven to play a role in assisting customers along this path.

Factors in Analytics Success

Getting Up and Running: The products a company uses are key to their capability to analyze and act on the activities of their business. To make that pathway to success more clear, best practices that match a customer’s business model, industry characteristics, and their current set of key business objectives need to be considered. Without this vision in place, many of our customers find that they struggle to take as much advantage of the feature set of their investment in Adobe Analytics.

Conversely, with a measure of strategic insight, our most successful customers implement the features of Adobe Analytics in extremely potent ways to drive value. Adobe Global Services’ consulting, account management, customer care, and training teams charter is to assure our customers achieve that success in product deployment.

Day-to-Day Operation: Additionally, effective digital marketers not only take full advantage of the tools Adobe Analytics provides, they have excellent processes in place that assure strong understanding in the organization of the marketing processes they’re executing that have the most impact on their business. Adobe, as well as our partners, can go beyond guiding companies to configure their tools, but also to work with them in designing the business methods they use. Additionally, we often partner with our customers in the day-to-day analysis and interpretation of their business activities in ways that help marketing teams leverage their investments effectively.

Moving Up to the Next Level: Optimizing business is the end goal, and Adobe services teams also are there for our customers as they consider the whole picture: What future path do they take with their tools investment? How can they integrate Adobe Analytics with their other digital marketing tools? What additional, more sophisticated processes can they build and execute in their organization? How can the people they employ and the roles who lead their initiatives work to a higher standard of cooperation and collaborate on more mature strategies?

Our teams in Adobe Global Services are oriented toward helping companies answer these questions. More than just assisting customers to get analytics information up and running, AGS is striving to be a value player with our customers and our partners as we help leverage the strengths of the Adobe Analytics toolset in daily operation and in the path to business optimization.

What Is Adobe Global Services?

Key teams who can work with you to drive success:

  • The Adobe Consulting organization consists of hundreds of consultants based in regions across the globe with easy access to companies for direct on-site or same-time remote consultations as well as via our Global Delivery Center, where additional experienced service can be provided at a distance by a more cost effective team.
  • Enablement for your organization is typically provided via Adobe Training Services, which offers a variety of classes ranging from basic to advanced analytics user skills and even advanced technical implementation. Certification is available for end customers, as well as partners. Delivery can be provided via on-site or regional training, distance, and self-paced media.
  • Support is provided by Customer Care for standard user issues and can be up-leveled from standard support included with the license to various types of premium support to secure priority skilled services for particular types of needs.
  • Coordinating across these service offerings is an Account Management function that maintains relationships with the customer over time with the charter to assure customer value realization.

Adobe services have proven to be a key success factor for many of our customers, either when using Adobe Analytics alone or in concert with other Adobe solutions. Working directly with our customers, or with their partners, Adobe Global Services team members provide best practices for success.

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