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Total Economic Impact of Acquia: Featuring Research from Forrester Consulting

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If you’re like many businesses, you want to get websites and digital experiences up and running faster. You also want to unlock greater productivity in your team. And, of course, you want to show you’ve made wise investments. But proving ROI can be tough. Let us help.

Join our webinar on September 12, 2019 @ 10:00AM ET/ 3:00PM BST to hear a guest speaker from Forrester as they discuss findings from the Total Economic Impact™ (TEI) of Acquia Cloud Site Factory and Acquia Liftٰ¹. This in-depth analysis explores how companies are using Acquia’s technology to deliver impactful business results. Acquia will discuss how the intersection of people, process and technology involves shining a light on legacy mindsets and rollout approaches associated with getting the best engagement from your digital channels.

In this webinar, we will cover:
- How companies are using Acquia’s technology to deliver impactful business results
- How businesses can see their ROI increase to 316%
- What is DXP and how do you manage digital chaos?
- How to solve the innovation gap from ‘Websites’ to DXP
- Agility leading to competitive advantage
- A detailed analysis of the TEI study conducted by Forrester Consulting on behalf of Acquia

Visit www.acquia.com/acquiaROI to learn more about the study & how Acquia can help you drive more ROI.

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ٰ¹The Total Economic Impact™ Of Acquia Cloud Site Factory And Acquia Lift, a June 2019 commissioned study conducted by Forrester Consulting on behalf of Acquia.

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Total Economic Impact of Acquia: Featuring Research from Forrester Consulting

  1. 1. Total Economic Impact of Acquia: Featuring Research from Forrester Consulting September 12, 2019
  2. 2. Speakers Alan Botwright Senior Solutions Architect, Acquia Jon Erickson VP, Director, TEI at Forrester Research
  3. 3. 3© 2019 FORRESTER. REPRODUCTION PROHIBITED. Agenda ›Background ›Executive summary ›Analysis ›Financial summary ›Question and answer Please note: This slide presentation is an abridged, graphical, and complementary representation of a case study. For a full explanation of methodology and details on model calculations, please refer to the full case study (The Total Economic Impact of Acquia Cloud Site Factory and Acquia Lift, June 2019)
  4. 4. 4© 2019 FORRESTER. REPRODUCTION PROHIBITED.
  5. 5. Common challenges
  6. 6. Common challenges preventing effective customer engagement `s PLATFORM CHALLENGES DATA CHALLENGES – Agility - speed of innovation – Governance – Simple content authoring & publishing experience – Time to market – Security, Compliance – Standardisation, dealing with Scale – Cost and Complexity – Omnichannel delivery – Single view of the customer – Customer lifecycle management – Macro Analytics – Attribution to Biz KPIs – Success metrics
  7. 7. Digital chaos - the ‘multi multi’ problem – Multiple Platforms – Multiple Brands – Multiple Countries – Multiple Channels – Multiple Campaigns – Multiple Teams Campaign Microsites Mobile App Brand X .com .co.uk Brand Y .com Brand Z .com Brand 123 .com Corporate Sites Customer forum Legacy sites Commerce sites Country sites CONTENT TEAM MARKETING TEAM AGENCY PARTNERS IT TEAM
  8. 8. Digital Culture - from ‘Websites’ to DXP “Insanity is doing the same thing over and over again and expecting different results.” Standard rollout methodologies are locked into a 15 year old paradigm designed to build monolithic websites. Outcomes rarely deliver the agility and 1:1 customer journeys that modern business aspire to. Customer Journey Monolithic Build The innovation gap The larger the innovation gap the greater the negative impact to business
  9. 9. Getting the right balance Agility empowering brand owners and marketers to be able to build digital campaigns quickly and effectively through repeatability and re-use. Factory standardisation repeatability across brands / sites Single view of the customer - Improved customer lifecycle management through integrated real time user data Creative Flexibility Repeatability & Re-use (Standardisation) Agility Governance Security & Compliance
  10. 10. Complexity of Digital Teams, Diverse Channels A mixture of People, Process, and Technology. Acquia’s proven governance methodology for Speed & Agility while achieving Scale. Governance driving standardisation for compliance at scale Web Campaigns Social IoT CommerceMobile LATAM NA APAC Experience Orchestrator Content Editor Developer Partner Creative Partner Developer Partner Creative Partner Content Editor Content Editor
  11. 11. Understood customers Create a unified customer profile by integrating data from many different data sources (CRM, commerce, service, marketing automation). This offers an unparalleled opportunity to build a 1:1 relationship with your customers in real time. Anonymous customers We know very little about this kind of customer and our relationship is either new or transactional. Our voice to the customer is very reactive and not proactive. Known customers inferred customer preferences based on what content a user is interacting with - real time data UNDERSTOOD KNOWN ANONYMOUS The path to better engagement
  12. 12. Competitive advantage through agility - Acquia DXP Unified customer profile integrating data from many different data sources Content Authoring Brand ‘A’ Brand ‘B’ Acquia DXP Unified Customer Profile Data Governance Factory Agility, Content personalisation, Marketing Automation, Omni Channel Orchestration User User User Segments Cohorts Personas ANONYMOUS PROSPECT KNOWN CUSTOMER UNDERSTOOD CUSTOMER Websites Marketing Automation Commerce Mobile Apps Signage & Kiosk Bots & IoT Portals 3rd Party Analytics+
  13. 13. 13© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Acquia Lift, June 2019 “Next-level” business case justifications are increasingly important for technology investments TCO ROI TEI IT impact IT costs IT cost savings Business impact User efficiency Business effectiveness Risk/ uncertainty Risk mitigation Risk versus reward Strategic impact Scalability Flexibility What is an effective business case? Base: 825 IT decision-makers at North American enterprises
  14. 14. 14© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Acquia Lift, June 2019 Forrester took a multistep approach to evaluate the impact of Acquia Cloud Site Factory and Acquia Lift Start Due diligence Customer interviews Create composite Create financial model Write case study Review and finalize
  15. 15. 15© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Lift, June 2019 Forrester has determined the following three-year impact Based on an analysis of Acquia Cloud Site Factory and Acquia Lift customer feedback and quantified benefit, cost, risk, and flexibility factors. ROI NPV BENEFITS PV 316% $6.3 million $8.3 Million
  16. 16. 16© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Acquia Lift, June 2019 Forrester interviewed four Acquia customers Food and Beverage Packaged Goods Conglomerate Life Sciences Conglomerate • European based • Interviewed Lead architect for enterprise integration • 2,000 over three years Food and Beverage • US-based • Interviewed head of digital analytics • 40+ million unique website visitors each year • US-based with international offices • Interviewed Manager, Owned platform and CRM Senior director, technology at partner agency • -90 Websites • European-based • Interviewed Senior manager of digital communications • -200 websites Higher Education
  17. 17. 17© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Lift, June 2019 The customers shared experiences before and after using Acquia Cloud Site Factory and Acquia Lift The Customer Journey KEY CHALLENGES •Expensive and complex to create and managing multiple sites – inhibiting the ability to create effective customer engagement •Could not meet scalability and agility requirements of the business. •Struggled to engage their customers consistently and effectively, and personalization was daunting
  18. 18. 18© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Lift, June 2019 The customers shared experiences before and after using Acquia Cloud Site Factory and Acquia Lift The Customer Journey KEY CHALLENGES •Expensive and complex to create and managing multiple sites – inhibiting the ability to create effective customer engagement •Could not meet scalability and agility requirements of the business. •Struggled to engage their customers consistently and effectively, and personalization was daunting SOLUTION REQUIREMENTS •Provide a standardized global platform to improve scalability, agility and efficiency. •Decrease reliance on multiple agencies and costly CMS solutions. •Enable optimization in conjunction with broader investments into unified customer data management. •Allow for quick migration of any of their existing sites that are Drupal-based •Support stringent security and compliance standards without impacting creativity and flexibility.
  19. 19. 19© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Lift, June 2019 The customers shared experiences before and after using Acquia Cloud Site Factory and Acquia Lift The Customer Journey KEY CHALLENGES •Expensive and complex to create and managing multiple sites – inhibiting the ability to create effective customer engagement •Could not meet scalability and agility requirements of the business. •Struggled to engage their customers consistently and effectively, and personalization was daunting SOLUTION REQUIREMENTS •Provide a standardized global platform to improve scalability, agility and efficiency. •Decrease reliance on multiple agencies and costly CMS solutions. •Enable optimization in conjunction with broader investments into unified customer data management. •Allow for quick migration of any of their existing sites that are Drupal-based •Support stringent security and compliance standards without impacting creativity and flexibility. KEY RESULTS •Increased customer engagement, resulting in increased incremental revenues. •Improved productivity across internal departments and eliminated unnecessary costs •Increased scalability and efficiencies of content
  20. 20. 20© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Acquia Lift, June 2019 Forrester created a composite organization representative of customer interviewees $6 billion ANNUAL REVENUE 100 Websites 30 migrated from legacy CMS Multiple brands Support for over 1 million unique monthly visitors
  21. 21. 21© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Acquia Lift, June 2019 The customers quantified key benefits from investment in Acquia, resulting in benefits of $8.3M Incremental revenues due to improved time to market of new sites/features 85% faster time to market for new sites and features Improved customer retention from increased audience engagement Created more relevant, engaging experiences, increasing customer retention by 3% Cost avoidance of additional headcount Avoided costs associated with 5.5 future hires each year Digital marketing productivity savings 60% increase in productivity of the digital marketing team due to faster site dev and updates and improved content personalization Avoided External Website Development Costs Avoided costs associated with multiple agencies and maintenance and support of legacy CMS ~$600K
  22. 22. 22© 2019 FORRESTER. REPRODUCTION PROHIBITED. Source: The Total Economic Impact Of Acquia Cloud Site Factory and Acquia Lift, June 2019 Three-year model summary results ROI 316% BENEFITS PV $8.3 million NPV $6.3 million
  23. 23. Thank you! Questions?

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