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About The CMO Survey
2
Sponsors
Sponsors support The CMO Survey
with intellectual and financial
resources.
Survey data and participant lists are
held in confidence and not provided to
survey sponsors or any other parties.
Mission
To collect and disseminate the opinions of top marketers in order to
predict the future of markets, track marketing excellence, and
improve the value of marketing in firms and society.
The survey is an objective source of information about marketing
and a non-commercial service dedicated to the field of marketing.
Administration
Founded in August 2008, The CMO Survey is administered twice a
year via an Internet survey. Questions repeat to observe trends over
time and new questions are added to tap into marketing trends.
The August 2018 survey is the 21st administration of The CMO Survey.
Survey methodology
3
Survey sample
- 2895 top marketers at U.S. for-profit companies
- 324 responded for a 11.2% response rate
- 95.3% of respondents VP-level or above
Survey administration
- Email contact with four follow-up reminders
- Survey in field from July 17-August 7, 2018
Other CMO Survey reports
This report shares key metrics over time. Two other
reports are available at cmosurvey.org/results.
- The Topline Report:
Results reported at the aggregate level
- Results by Firm and Industry Characteristics:
Results by sectors, size, and Internet sales
Interpretive guide:
- M = Average; SD = Standard deviation
- B2B = Business-to-Business firms; B2C =
Business-to-Consumer firms
Survey participants (n=324)
4
Industry Sector % Respondents
Technology 17.7%
Professional Services/Consulting 15.5%
Manufacturing 13.4%
Healthcare 10.2%
Retail/Wholesale 9.0%
Banking/Finance/Insurance 8.4%
Communications/Media 6.8%
Consumer Packaged Goods 5.3%
Consumer Services 3.7%
Education 3.1%
Energy 2.5%
Mining/Construction 2.2%
Transportation 2.2%
34.4%
31.6%
16.1%
18.0%
B2B Product
B2B Service
B2C Product
B2C Service
Industry sector
Sales revenue
Economic sector
28%
15%
17%
8%
11%
7%
4%
7%
3%
2%
0% 10% 20% 30% 40%
Less than $25 Million
$26-99 Million
$100-499 Million
$500-999 Million
$1-2.5 Billion
$2.6-5 Billion
$5.1-9.9 Billion
$10-49 Billion
$50-100 Billion
More than $100+ Billion
Survey topics
5
Topic 1: Marketplace Dynamics……………………………….. 6-10
Topic 2: Firm Growth Strategies………………………………. 11-16
Topic 3: Marketing Spending………………………………….. 17-29
Topic 4: Financial and Marketing Performance……………... 30-35
Topic 5: Social Media Marketing……………………………… 36-43
Topic 6: Mobile Marketing……………………………………... 44-46
Topic 7: Marketing Jobs……………………………………….. 47-51
Topic 8: Marketing Organization……………………………… 52-55
Topic 9: Marketing Leadership………………………………... 56-65
Topic 10: Marketing Analytics…………………………………... 65-72
Marketer optimism in the overall economy dipped slightly. The same holds
true when comparing to the previous quarter.
Superior product quality and customer service remain the top two overall
customer priorities. In general, product company customers prioritize quality
and innovation while service company customers prioritize trusting
relationships.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
47.7
56.5
57.8
55.6
63.3
52.2
63.4
58.4
62.7
65.7 66.1 66.4
69.9 69.7
64.4 63.7 63.2
65.8
68.9
66.8
40
50
60
70
80
Feb-
09
Aug-
09
Feb-
10
Aug-
10
Feb-
11
Aug-
11
Feb-
12
Aug-
12
Feb-
13
Aug-
13
Feb-
14
Aug-
14
Feb-
15
Aug-
15
Feb-
16
Aug-
16
Feb-
17
Aug-
17
Feb-
18
Aug-
18
Marketer optimism dips
7
How optimistic are you about the overall U.S. economy on a 0-100 scale with 0
being least optimistic and 100 most optimistic?
B2B Product 65.7
B2B Services 65.4
B2C Product 68.4
B2C Services 69.3
Economic sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
More
optimistic
37.4%
Less
optimistic
30.0%
No change
32.6%
30.6%
34.9%
42.5%
34.7%
51.2%
37.4%
34.9%
38.5%
26.6%
44.2%
37.1%
32.6%34.5%
26.6%
30.9%
21.1%
11.8%
30.0%
0%
20%
40%
60%
Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
More optimistic No change Less optimistic
Optimism in the U.S. economy compared to
the last quarter highly variable
8
Are you more or less optimistic about the overall U.S. economy compared to last quarter?
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketer economic outlook varies by
industry
9
Are you more or less optimistic about the overall U.S. economy compared to last quarter?
Top 3 industry sectors
Energy
Mining
Healthcare
Top 3 industry sectors
Transportation
Manufacturing
Service Consulting/Consumer Services
Top 3 industry sectors
Banking
Consumer Packaged Goods
Education
More optimistic
37.4%
Less optimistic
30.0%
No change
32.6%
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
27%
22%
19%
15%
17%
33%
23%
15% 15% 14%
0%
5%
10%
15%
20%
25%
30%
35%
40%
Superior product quality Excellent service Trusting relationship Superior innovation Low price
August 2017 August 2018
Customer priorities expected to shift toward product
quality and away from price and trusting relationship
10
Rank your customers’ top priorities in next 12 months
(1,2,3, where 1 = most important; % ranking 1 reported)
Customer priority
B2B
Product
B2B
Services
B2C
Product
B2C
Services
Superior product quality 35.6% 27.4% 35.4% 33.3%
Excellent service 20.8% 29.5% 18.8% 19.6%
Trusting relationship 7.9% 20.0% 6.3% 27.5%
Superior innovation 22.8% 8.4% 20.8% 5.9%
Low price 12.9% 14.7% 18.8% 13.7%
Spending on existing markets and offerings continues to dominate growth
spending. There is a shift away from market development and toward
product/service development.
Having the right talent continues to be a key pillar for driving future organic
growth.
Internet sales remain modest across sectors, driven by a need for greater
human interaction and new business models to move online.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
12
Existing
products/
services
New
products/
services
Existing
markets
Market
penetration
Product/service
development
New
markets
Market
development
Diversification
* % of spending for each growth strategy.
Growth
strategy
Aug-
2017
Feb-
2018
Aug-
2018
Market
penetration
53.2% 52.3% 52.8%
Product/service
development
22.3% 22.6% 24.2%
Market
development
15.0% 14.5% 13.0%
Diversification 9.5% 10.6% 10.0%
Spending on growth in past 12 months*Types of growth strategies
Investment in growth strategies (% of companies)
Insight 2: Shift away from
market development and
toward product/service
development.
Insight 1: Spending on
existing markets and
offerings continues to
dominate growth spending.
How companies are growing
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Sector differences in growth spending
13
* % of spending for each growth strategy.
Growth strategy
Aug-2018
overall average
B2B
Product
B2B
Services
B2C
Product
B2C
Services
Market
penetration
strategy
52.8% 52.9% 50.7% 54.0% 54.6%
Product/service
development
strategy
24.2% 26.4% 24.6% 22.4% 21.0%
Market
development
strategy
13.0% 12.1% 15.3% 11.6% 11.8%
Diversification
strategy
10.0% 8.6% 9.4% 12.0% 12.6%
Spending on growth in past 12 months by sector*
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
9.0%
13.1%
21.4%
22.8%
33.8%
0%
10%
20%
30%
40%
50%
Having the
right data
Having the right
technology
Having the right operating
model
Having all stakeholders
aligned
Having the
right talent
Having the right talent is most important for
driving future organic growth
14
What is most important for driving future organic growth in your organization?
Industry Insights: The right talent remains top of mind
for marketers as they think about how to drive organic
growth within the organization, followed by stakeholder
alignment. Talent is rated as most important by Consumer
Packaged Goods, Consumer Services, Education,
Services/Consulting, and Retail/Wholesale sectors as well
as by firms with greater sales over the Internet.
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
55.9%
49.3% 46.3%
39.0%
13.2% 11.0% 10.3%
0%
20%
40%
60%
80%
100%
Business requires
more
human interaction
New business model
would be
required
Too complex
to sell
over the Internet
Business requires
more
customer experience
Don’t want to
compete for
these customers
Leaders/owners/board
dictated this strategic
direction
Don’t have the
knowledge or skills
to compete
effectively
Company sales over the Internet
Company sales over the Internet remain
modest at 12.2%
15
What factors prevent greater sales over the Internet? (check all that apply)
8.9% 11.3% 10.3% 10.3% 11.8% 12.2%
0%
20%
40%
60%
80%
100%
Aug-13 Aug-14 Aug-15 Aug-16 Aug-17 Aug-18
Insights: Sales over the Internet
remain modest at 12.2%.
Marketing leaders cite need for
human interaction, new business
models, and the complexity of
offerings as barriers to further
increases.
B2B Product 9.7%
B2B Services 11.5%
B2C Product 15.6%
B2C Services 14.2%
Economic sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing budget spent on domestic
markets remain dominant
16
Percent of marketing budget spent on domestic markets
77.6% 79.4%
77.5%
79.4%
85.4%
81.0%
83.0%
81.2%
84.4%
80.5%
85.0% 84.8%
50%
60%
70%
80%
90%
100%
Feb-12 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Industry Insights: Service companies have the highest
levels of domestic marketing investment, suggesting that
product companies have a greater global focus. Companies
with larger revenues and those with higher online sales also
spend a lower percentage of their marketing budgets
domestically.
B2B Product 82.1%
B2B Services 87.2%
B2C Product 80.9%
B2C Services 90.4%
Economic sector
Marketing budgets grew in the last year and are expected to grow further,
even as total marketing spending as a percentage of firm revenues has
dipped.
Growth of digital marketing spend dipped slightly as the deceleration of
traditional media spend saw a slight uptick. Despite slowing growth,
spending on digital marketing is expected to increase from 44% of marketing
budgets to 54% in the next five years.
Over the last year, both CRM and brand spending grew. Over the last five
years, growth in spending on new service introductions has almost reached
the same level as growth in spending on new product introductions.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
7.5% 7.5%
0%
2%
4%
6%
8%
10%
12%
Actual change in marketing budget
in prior 12 months
Expected change in marketing budget
in next 12 months
Changes to marketing budgets
18
Percent change in marketing budgets
Economic sector
Top 3 industry sectors
Education
Healthcare
Communications/Media
Prior 12 months
Top 3 industry sectors
Tech/Software/Biotech
Healthcare
Communications/Media
Next 12 months
B2B Product 6.9% 8.8%
B2B Services 7.0% 9.2%
B2C Product 7.7% 4.3%
B2C Services 10.7% 4.4%
Industry sector
Bottom 3 industry sectors
Energy
Manufacturing
Banking/Finance/Insurance
Bottom 3 industry sectors
Banking/Finance/Insurance
Consumer Services
Mining/Construction
Prior 12 months Next 12 months
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
What’s in your marketing budget?*
19
Expenses included in marketing budgets (% of companies)*
*Percentages reflect the number of marketers agreeing that the expense is included in their companies’ marketing budgets.
22%
41%
47%
47%
66%
67%
73%
74%
82%
92%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Sales employees
Sales supporting tools
Marketing training
Mobile marketing tools
Other overhead costs
associated with marketing
Marketing research
Marketing analytics
Marketing employees
Social media
Direct expenses of marketing activities
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing budget growth dropping since
2017
20
Expected percent change in marketing budgets in next 12 months
0.5%
1.1%
5.9%
9.2%
6.7%
9.1%
8.1%
6.4%
6.1%
4.3%
6.7%
5.1%
8.7%
5.5%
6.9%
7.2%
10.9%
8.9% 8.9%
7.5%
0%
2%
4%
6%
8%
10%
12%
Feb-
09
Aug-
09
Feb-
10
Aug-
10
Feb-
11
Aug-
11
Feb-
12
Aug-
12
Feb-
13
Aug-
13
Feb-
14
Aug-
14
Feb-
15
Aug-
15
Feb-
16
Aug-
16
Feb-
17
Aug-
17
Feb-
18
Aug-
18
Change in marketing spending
Insight: Marketing budgets continue to grow
but the recent deceleration trend continues.
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Growth in digital marketing spend greatly
outpaces traditional advertising
2121
*Refers to media advertising not using the Internet.
Percent change in traditional advertising* vs. digital marketing spend
in next 12 months
1.3%
-0.8%
-1.9%
-2.7%
-2.1%
-0.1%
-3.6%
-1.1%
-2.1%
-3.2%
-1.3%
0.6%
-2.0%
-1.7% -1.2%
11.2%
12.8%
11.5%
10.2% 10.1%
8.2%
10.8%
14.7%
12.2%
13.2%
9.9%
14.6%
13.0%
15.1%
12.3%
-5%
0%
5%
10%
15%
20%
Aug-11 Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Traditional advertising spend Digital advertising spend
Economic
sector
Digital
marketing
Traditional
advertising
B2B Product 13.9% -0.1%
B2B Services 13.2% -0.8%
B2C Product 12.1% -4.8%
B2C Services 7.4% -1.1%
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Percent of spending on digital vs. non-
digital marketing now and in 5 years
22
Percent change in digital vs. non-digital spending over the next 5 years
Industry Insight: B2B
Service firms and those
with revenues <$25 million
plan to be the most digital,
at 61% in the next five
years. By industry,
Communications/Media
expects to be 71% digital
over the same time frame.55.3%
45.4%
44.3%
54.1%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Current Next 5 years
% Non-digital spending % Digital spending
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
4.3%
5.4%
6.3% 6.8% 7.3%
0%
2%
4%
6%
8%
10%
Aug-14 Aug-15 Aug-16 Aug-17 Aug-18
How key types of marketing spending is
expected to change over next 12 months
23
7.8%
6.9%
8.6%
6.3%
0%
2%
4%
6%
8%
10%
Aug-14 Feb-15 Aug-15 Aug-18
4.5%
5.0%
4.0%
6.1%
0%
2%
4%
6%
8%
10%
Aug-14 Feb-15 Aug-15 Aug-18
New product introduction spending
CRM spending Brand spending
New service introduction spending
7.9% 8.0%
7.4% 6.9%
9.5%
0%
2%
4%
6%
8%
10%
Aug-14 Aug-15 Aug-16 Aug-17 Aug-18
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
8.1%
10.0% 10.4%
11.4%
10.6%
9.4%
10.9% 10.9%
10.1%
11.4%
12.1%
11.3% 11.1% 11.4% 11.1% 10.8%
0%
4%
8%
12%
16%
20%
Feb-11 Aug-11 Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Marketing budgets represent 10.8% of
firm budgets
24
*Question asked in Feb-11 for the first time.
Marketing budget as percent of firm budget*
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing budgets as a percentage of firm
budgets by key dimensions
12.6%
13.5%
9.3%
5.8%
8.9%
11.2%
0%
4%
8%
12%
16%
20%
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
10.6%
9.7%
13.0%
0%
4%
8%
12%
16%
20%
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
Sales revenue
B2B Product 8.5%
B2B Services 9.6%
B2C Product 17.2%
B2C Services 11.6%
Economic sector Industry sector
Top 3 industry sectors
Communications/Media
Consumer Services
Consumer Packaged Goods
Bottom 3 industry sectors
Mining/Construction
Energy
Manufacturing
25
Internet sales
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing spending is 7.3% of company
revenues
26
*Question asked in Feb-12 for the first time.
Marketing spending as percent of company revenues*
8.5%
11.0%
7.9% 7.8%
9.3%
8.3% 8.3%
6.6%
8.4%
7.5%
8.1%
6.9%
7.9%
7.3%
0%
3%
6%
9%
12%
15%
Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing spending as a percentage of firm
revenues by key dimensions
Top 3 industry sectors
Education
Communications/Media
Consumer Services
Bottom 3 industry sectors
Energy
Mining/Construction
Manufacturing
6.2%
5.3%
12.3%
0%
4%
8%
12%
16%
20%
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
10.1%
11.4%
6.3%
2.1%
3.6%
6.4%
0%
4%
8%
12%
16%
20%
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
Sales revenue
Industry sector
B2B Product 5.4%
B2B Services 7.1%
B2C Product 10.1%
B2C Services 8.9%
Economic sector
27
Internet sales
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Investments in capability development
remain top marketing knowledge priority
28
Marketing knowledge
investments
Overall
average
B2B
Product
B2B
Services
B2C
Product
B2C
Services
Developing new marketing
knowledge and capabilities
8.0% 8.6% 8.8% 6.6% 6.2%
Marketing research and
intelligence
5.1% 4.5% 5.0% 6.3% 5.4%
Marketing consulting services 4.8% 6.1% 1.6% 6.3% 6.4%
Marketing training* 3.5% 2.9% 4.1% 3.7% 3.3%
*Marketing training involves transferring existing marketing knowledge to employees.
Percent change in marketing knowledge investments in prior 12 months by sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing budget spend on training and
development by key dimensions
3.1%
4.8% 4.3%
0%
4%
8%
12%
16%
20%
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
4.0% 3.3% 3.6%
5.7%
3.6%
5.5%
0%
4%
8%
12%
16%
20%
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
B2B Product 4.2%
B2B Services 4.3%
B2C Product 2.8%
B2C Services 3.6%
Economic sector
3.4%
2.7%
3.8% 4.2% 3.9%
0%
2%
4%
6%
8%
10%
Feb-14 Aug-14 Feb-17 Feb-18 Aug-18
Percentage of marketing budget
devoted to training and development
(overall average)
Insight: Although talent is noted by respondents
as key to growth, talent investment through
training and development dipped slightly.
Sales revenue
29
Internet sales
Sales revenue (+4.7%) and profits (+3.5%) show largest increase in financial
benchmarks with marketing ROI at +2.8%. Among key marketing assets, the value
of brands (+3.4%) leads increases, followed by customer acquisition (+3.2%) and
customer retention (+2.2%).
Revenues and profits show improvement over time while Marketing ROI remains
flat. The performance of marketing assets is variable over time with only customer
retention showing signs of improvement.
Over the last two years, companies rate themselves higher on societal metrics
such as marketing that benefits society and reducing the impact of marketing on
the environment.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Firm financial and market asset
performance metrics by economic sector
31
4.7%
3.5% 3.4%
3.2%
2.8%
2.2%
0%
2%
4%
6%
Sales revenues Profits Brand value Customer acquisition Marketing ROI Customer retention
Metric
B2B
Product
B2B
Services
B2C
Product
B2C
Services
Sales revenues 4.7% 4.5% 4.9% 5.0%
Profits 3.8% 2.5% 3.8% 4.0%
Brand value 3.6% 2.7% 3.8% 4.1%
Customer acquisition 3.3% 3.5% 1.9% 3.5%
Marketing ROI 3.1% 2.6% 1.9% 3.6%
Customer retention 2.1% 2.2% 1.7% 2.6%
Percent change in financial and marketing asset performance
in prior 12 months
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Financial performance benchmarks over
time
32
Percent change in performance on financial metrics in prior 12 months over time
3.8% 3.7%
3.3%
3.8%
4.2% 4.2%
4.7%
3.1%
2.9%
2.4%
3.1%
3.6%
3.3%
3.5%
2.8% 2.8%
2.4%
3.1%
2.8% 2.8% 2.8%
0%
1%
2%
3%
4%
5%
Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Sales revenues Profits Marketing ROI
Insight: Revenues and profits show
improvement over time while
Marketing ROI remains flat.
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Brand and customer asset benchmarks
33
Percent change in performance on customer and brand metrics in prior 12 months
2.9%
3.5%
2.4%
3.1%
3.1%
2.3%
3.2%
1.7%
1.5%
1.8%
1.5%
1.9%
1.6%
2.2%
2.8%
3.3%
3.2%
3.8%
3.4%
2.8%
3.4%
0%
1%
2%
3%
4%
5%
Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Customer acquisition Customer retention Brand value
Insight: The
performance of
marketing assets is
variable over time.
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Firm performance on societal metrics:
Does marketing contribute to a better world?
34
3.1 3.1
3.2
3.0
3.5
2.9
3.0
3.2
3.1
3.2
1
2
3
4
5
Feb-12 Aug-13 Aug-14 Feb-16 Aug-18
Marketing that benefits society Minimize the impact of marketing on the ecological environment
How marketing leaders rate their firm performance on key social metrics (1 = poor, 5 = excellent)
Insight: Societal performance
remains modest with improvements
in degree to which marketing
benefits society.
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Firm performance on societal metrics by
key dimensions (1 = poor, 5 = excellent)
35
Top 3 industry sectors
Education
Banking/Finance/Insurance
Energy
Bottom 3 industry sectors
Consumer Services
Communications/Media
Transportation
Benefits society
Top 3 industry sectors
Energy
Mining/Construction
Retail/Wholesale
Bottom 3 industry sectors
Healthcare
Consumer Services
Transportation
Minimizes eco impact
3.3
3.5 3.5
4.0
3.4
3.7
3.2 3.1 3.2 3.2 3.2 3.4
1
2
3
4
5
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
Benefits society Minimizes eco impact
Sales revenue
B2B Product 3.5 3.2
B2B Services 3.4 3.2
B2C Product 3.5 3.2
B2C Services 3.4 3.3
Benefits
society
Minimizes
eco impact
Economic sector Industry sector
Internet sales
3.3
3.7 3.6
3.1
3.3 3.4
1
2
3
4
5
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
Benefits society Minimizes eco impact
Spending on social media has increased more in the last year than in any
prior survey year and is forecasted to accelerate over the next five years by
66%.
While the ability to demonstrate the impact of social media has improved in
four years, the effectiveness with which its been integrated into marketing
strategy has remained flat.
The use of outside agencies for social media activities has increased over the
last 18 months.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Social media spending continues its ascent
37
Current social media spending as percent of marketing budget
3.5%
5.6% 5.9% 5.6%
7.1% 7.4% 7.6%
8.4%
6.6%
7.4%
9.4%
9.9%
10.6% 10.6%
11.7%
10.5%
9.8%
12.0%
13.8%
0%
5%
10%
15%
20%
Aug-
09
Feb-
10
Aug-
10
Feb-
11
Aug-
11
Feb-
12
Aug-
12
Feb-
13
Aug-
13
Feb-
14
Aug-
14
Feb-
15
Aug-
15
Feb-
16
Aug-
16
Feb-
17
Aug-
17
Feb-
18
Aug-
18
Insight: Spending on social media has increased more in the
last year (August 2017-2018) than in any prior survey year.
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
10.7%
14.6%
19.0%
0%
4%
8%
12%
16%
20%
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
Social media spend by key dimensions
38
Industry sectorEconomic sector
B2B Product 9.7%
B2B Services 13.9%
B2C Product 18.6%
B2C Services 17.6%
Top 3 industry sectors
Education
Communications/Media
Transportation
Bottom 3 industry sectors
Manufacturing
Banking/Finance/Insurance
Mining/Construction
Sales revenue Internet sales
17.0%
15.6%
12.6%
9.3%
12.3%
10.5%
0%
4%
8%
12%
16%
20%
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10 Billion
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketers expected to expand social media
spend by 66% in next 5 years
39
13.8%
16.3%
22.9%
0%
5%
10%
15%
20%
25%
Current levels Over next 12 months In next 5 years
Social media
spend
B2B
Product
B2B
Services
B2C
Product
B2C
Services
Current 9.7% 13.9% 18.6% 17.5%
Next year 12.1% 15.9% 21.5% 20.7%
Next 5 years 18.8% 21.6% 27.8% 28.9%
Social media spending as percent of marketing budgets
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Integrating social media strategy and
information remains a company challenge
40
3.8 3.8 3.8 3.8 3.9 3.8 3.9 3.9
4.2 4.2
3.9
4.1 4.0 4.1 4.2
3.8 3.8 3.8 3.8 3.9 3.8 3.9
3.7 3.6
3.4
3.2
3.4
3.3
3.4 3.5
1
2
3
4
5
6
7
Feb-11 Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Mean integration level for linking social media to firm marketing strategy
Mean integration level for integrating customer information across purchasing, communication, and social media channels
Insight: The integration of social media marketing with the firm’s
marketing strategy and the integration of customer information
across purchasing, communication, and social media channels have
remained flat over an extended period of time.
How effectively does your company integrate social media? (1 = not at all effectively, 7 = very effectively)
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Role of outside agencies in social media
activities
41
17.4%
18.9%
21.7%
20.0%
20.7%
16.6%
18.7% 18.5%
21.7%
0%
5%
10%
15%
20%
25%
Feb-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
B2B Product 19.8%
B2B Services 17.4%
B2C Product 39.7%
B2C Services 19.0%
Economic sector
Percent of company’s social media activities performed by outside agencies
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
3.2 3.1 3.2 3.3 3.3 3.4
1
2
3
4
5
6
7
Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Total social media contributions to performance (overall average)
(1 = not at all, 7 = very highly)
Social media contributions to company
performance by key dimensions
42
3.6 3.6
3.3
2.7
3.4 3.2
1
2
3
4
5
6
7
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
Sales revenue Internet sales
2.9
3.3
4.3
1
2
3
4
5
6
7
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
45.0%
41.5%
44.1% 45.0%
39.3%
14.6% 15.0%
20.3%
16.3%
24.7%
40.4%
43.5%
35.7%
38.6%
36.0%
0%
10%
20%
30%
40%
50%
Aug-14 Aug-15 Aug-16 Aug-17 Aug-18
Unable to show the impact yet Prove the impact quantitatively Good qualitative sense of the impact, but not a quantitative impact
Firms improve in the ability to prove the
impact of social media quantitatively
43
Which best describes how you show the impact of social media on your business?
The percentage of marketing budgets dedicated to mobile marketing has
increased from 7% to 9.4% of marketing budgets over the last three years
and is expected to increase 102% to 19% over the next three years. B2C
companies outspend B2B companies by 100%.
At the same time, the contributions of mobile marketing to company
performance show little improvement over time. The largest companies by
sales revenue derive more value as to companies with a great percentage of
their sales from the internet.
Executive SummaryExecutive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
9.4%
18.0%
0%
5%
10%
15%
20%
25%
Current spending Next 3 years
Percent of marketing budget on mobile
trends upwards over three years
45
3.2%
6.0% 5.9%
3.8% 3.7%
6.0%
7.0%
9.4%
0%
3%
6%
9%
12%
15%
Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Percent of marketing budget currently spent on mobile
Projected 3 year growth
+91.5% Current Next 3 years
B2B Product 6.9% 13.7%
B2B Services 7.5% 14.9%
B2C Product 12.5% 25.0%
B2C Services 15.3% 26.1%
Economic sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Mobile marketing contributions to company
performance by key dimensions
46
2.7 2.8 2.6
3.1 3.1
3.6
1
2
3
4
5
6
7
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
2.5
2.9
3.7
1
2
3
4
5
6
7
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
2.4 2.5 2.7 2.6 2.7 2.9
1
2
3
4
5
6
7
Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
Mobile marketing contributions to performance (overall average)
(1 = not at all, 7 = very highly)
Sales revenue Internet sales
The growth in marketing hiring dipped slightly over the last six
months and remains flat when compared to a year ago. Over the
same period, planned outsourcing of marketing activities has grown
to its highest level in five years.
The highest priority skill for marketing recruiting is creativity,
followed by natural leadership and MarTech platform experience.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing hiring growth remains positive,
but slows
5.2%
6.5%
5.4%
5.5%
4.7%
3.8%
3.5%
6.6%
5.1%
5.4%
3.7%
6.4%
7.3%
6.4%
0%
2%
4%
6%
8%
10%
Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
B2B Product 7.0%
B2B Services 4.1%
B2C Product 9.7%
B2C Services 6.3%
Economic sector
48
Percent change in marketing hires planned in next 12 months
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Skills prioritized in hiring marketing talent
What skills will be prioritized in hiring marketing talent (% of companies reporting the skill as most important)
Creativity
25%
Natural leadership
abilities
21%
Emotional intelligence
10%
Curiosity
10%
MarTech platform
experience
18%
Data science
background
14%
Financial acumen
2%
49
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketers seek talent with creativity and
natural leadership ability
50
Talent Mean rank 1 2 3 4 5 6 7
Creativity 3.12 25.2% 17.7% 16.3% 19.7% 9.5% 4.8% 6.8%
Natural leadership
abilities
3.66 21.1% 13.6% 13.6% 12.2% 16.3% 15.6% 7.5%
Emotional
intelligence
3.87 10.2% 17.0% 19.7% 12.2% 18.4% 15.0% 7.5%
Curiosity 3.97 10.2% 17.7% 15.6% 17.0% 14.3% 11.6% 13.6%
MarTech platform
experience
4.18 17.7% 15.0% 9.5% 11.6% 10.2% 7.5% 28.6%
Data science
background
4.24 14.3% 12.2% 12.2% 8.8% 17.0% 19.7% 15.6%
Financial
acumen
4.97 1.4% 6.8% 12.9% 18.4% 14.3% 25.9% 20.4%
When thinking about future marketing talent needs, what skills would you prioritize in the hiring process?
(Rank in order of importance, where 1 = most important, 7 = least)
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing outsourcing by key dimension
51
4.7%
6.9%
5.0% 5.0% 5.1% 4.7%
0%
4%
8%
12%
16%
20%
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
6.7%
4.9% 4.2%
0%
4%
8%
12%
16%
20%
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
3.1%
4.3% 4.5%
2.5%
1.6%
3.6% 4.1%
5.1% 5.0%
5.5%
0%
2%
4%
6%
8%
10%
B2B Product 5.8%
B2B Services 6.3%
B2C Product 3.5%
B2C Services 5.2%
Planned change in outsourcing
(overall average)
Economic sector
Sales revenue Internet sales
Marketing capabilities is ranked the highest quality marketing knowledge
resource with the biggest opportunity for improvement in marketing
training.
The majority of companies build marketing capabilities by training current or
hiring new employees with the skills as opposed to partnering or buying
companies.
Digital marketing capabilities are reported to be moderate, on average, with
the biggest weaknesses in measuring the success of digital marketing
activities and working with external partners.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing capabilities rated as highest
quality knowledge asset
53
Marketing knowledge
resources
Overall
average
Marketing capabilities 4.8
Customer insights 4.7
Competitive intelligence 4.4
Marketing research 4.0
Marketing analytics 3.9
Marketing training 3.4
3.0
3.4
3.7
4.4 4.5 4.6
3.8
4.0 4.1 4.3
4.6 4.8
3.5
4.5
4.3 4.3
4.9
5.2
1
2
3
4
5
6
7
Marketing
training
Marketing
analytics
Marketing
research
Competitive
intelligence
Customer
insights
Marketing
capabilities
0% Internet sales 1-10% Internet sales >10% Internet sales
NEW NUMBERS –
VALIDATE
Add capability
B2B
Product
B2B
Services
B2C
Product
B2C
Services
Marketing capabilities 4.9 4.8 4.6 4.9
Customer insights 4.7 4.5 4.6 5.1
Competitive intelligence 4.6 4.1 4.3 4.7
Marketing research 3.8 4.2 4.1 4.2
Marketing analytics 3.9 3.8 3.8 4.4
Marketing training 3.4 3.3 3.3 3.4
Internet sales
Overall quality of your company’s marketing
knowledge resources (1=poor, 7=excellent)
Economic sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Across all sectors, companies invest internally
to develop new marketing capabilities
54
Overall
average
B2B
Product
B2B
Services
B2C
Product
B2C
Services
We build new marketing capabilities
ourselves by training current or hiring new
employees with the skills
59.8% 60.2% 64.0% 48.6% 61.8%
We partner with other marketing agencies
to learn new marketing skills
14.5% 13.7% 12.3% 22.3% 12.6%
We partner with other consultancies to
learn new marketing skills
12.2% 10.4% 13.2% 13.9% 12.4%
We partner with other companies to learn
new marketing skills
11.5% 13.5% 8.4% 13.6% 11.7%
We buy other companies to acquire new
marketing skills
2.0% 2.2% 2.1% 1.6% 1.5%
How does your company approach the development of new marketing capabilities? (Allocate 100 points to
indicate the emphasis you place on each approach)
Economic sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
State of firm digital marketing capabilities
55
4.3 4.3 4.3
4.0 3.9
3.8
1
2
3
4
5
6
7
Developing digital
marketing strategies
Executing digital
marketing strategies
Connecting marketing
and digital marketing
strategies
Learning about what
works and doesn't work
for digital marketing
Measuring the success
of digital marketing
strategies
Managing external
digital marketing
partners and agencies
How well has your company developed strong knowledge and skills in each digital marketing strategy
area? (1 = poor, 7 = excellent)
Industry Insights: B2C companies rate their
digital marketing capabilities significantly higher
than B2B companies. As company sales from the
Internet increase, so does the strength of their
digital marketing capabilities.
Overall, the role of marketing has broadened in the last five years,
particularly for service companies. CEO and Board pressure to prove the
value of marketing has decreased since 2013.
Only 22.4% of marketing leaders believe it is appropriate for their brands to
take a stance on politically-charged issues, reflecting an increase from 18.4%
in February 2018. The strongest reason to take a stand is to “show my
company cares about more than making profits” while the reason not to
take a stand is the worry that doing so will “have a negative effect on my
company’s ability to attract and retain customers/partners.”
Neither the use of online customer or third party data drives major privacy
concerns.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing leads more activities in
companies
57
Activity Aug-14 Aug-18*
Brand 84.4% 91.4%
Digital marketing2 - 82.7%
Advertising 83.9% 79.6%
Social media 78.4% 82.7%
Public relations 65.8% 69.1%
Promotion 74.9% 71.6%
Positioning 76.9% 71.6%
Marketing research 65.3% 67.3%
Lead generation 56.3% 61.7%
Marketing analytics 68.3% 68.5%
Competitive intelligence 57.3% 58.6%
Customer experience3 - 45.7%
CRM 38.2% 42.0%
Market entry strategies 52.3% 38.9%
Revenue growth1 - 40.1%
New products 41.7% 34.0%
Pricing 32.2% 30.9%
Innovation 30.2% 30.2%
e-commerce1 - 25.3%
Market selection 30.7% 25.3%
Sales 26.6% 22.6%
Customer service 19.6% 17.3%
Distribution 9.5% 8.6%
Stock market performance 2.5% 2.5%
1 Question was added in Aug-16.
2 Question was added in Aug-17.
3 Question was added in Feb-18.
*Red reflects a decrease and Green
reflects an increase of more than 2%
between Aug-14 and Aug-18.
Percentage of
companies in which
marketing leads activity
B2B Service (73.1%)
B2C Service (61.5%)
B2C Product (52.0%)
B2C Product (96.0%)
Highest Economic
Sector Score
Highest % Internet
Sales Score
>10% (87.5%)
>10% (87.5%)
>10% (75.0%)
>10% (65.0%)
>10% (55.0%)
How to interpret: Highest scores refer to the
economic sector (or level of Internet sales) that
corresponds with the highest leadership of key
activities within marketing (e.g., 96.0% of
marketers in B2C Product companies lead ‘digital’
activities for the enterprise).
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing’s role has broadened in the last
five years
58
0.6%
1.2%
0.6%
1.2%
1.9% 1.9%
1.2%
11.7%
8.0%
17.9%
8.6%
16.7%
14.2%
3.1%
11.1%
0%
5%
10%
15%
20%
-7 -6 -5 -4 -3 -2 -1 0 1 2 3 4 5 6 7
Significantly narrowed Significantly broadened
B2B Product 2.2
B2B Services 2.9
B2C Product 2.7
B2C Services 3.4
Economic sector
How has marketing’s role within your organization changed in the last
five years? (-7 = significantly narrowed, 7 = significantly broadened)
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketers experience less pressure to
prove the value of marketing over time
59
66.4%
62.0% 61.0%
56.9%
59.9%
0%
20%
40%
60%
80%
100%
Aug-13 Aug-14 Feb-15 Feb-17 Aug-18
Insight: Marketers feel less pressure from the
CEO or Board to prove their value over time.
Percent of marketing leaders reporting pressure from CEO or Board to prove the value of marketing*
*Question asked irregularly. A complete time series of available data is shown.
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Company use of online and third-party data
60
In the next two years…In the past two years…
62.7%
35.4%
1.9%
70.0%
27.5%
2.5%
31.3%
59.4%
9.4%
29.7%
58.9%
11.4%
Third-party
data
Online customer
data
Increasing use
About the same
Decreasing use
Insight: While the
use of third-party
data is expected
to decrease, the
use of online data
is expected to rise.
Has your company’s use of online or third-party data changed?
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketers continue to have few concerns
about the use of data and privacy
61
15.6%
21.3%
15.6% 14.4%
12.5%
10.6% 10.0%
0%
5%
10%
15%
20%
25%
30%
1 = not at all worried 2 3 4 5 6 7 = very worried
Online Customer Data (Mean = 3.6)
Third Party Customer Data (Mean 3.5)
18.9% 18.2% 19.5%
13.2% 11.9%
7.5%
10.7%
0%
5%
10%
15%
20%
25%
30%
1 = not at all worried 2 3 4 5 6 7 = very worried
How worried are you that your company’s use of online or third-party data could raise concerns about privacy?
(1 = not at all worried, 7 = very worried)
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketers unlikely to use brands to take a
stance on politically-charged issues
62
82.6%
78.6%
0%
20%
40%
60%
80%
100%
Feb-18 Aug-18
82.9%
76.0%
81.5%
50.0%
81.6%
76.5%
0%
20%
40%
60%
80%
100%
<$25 Million $26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10 Billion
Internet sales
77.5%
87.2%
71.1%
0%
20%
40%
60%
80%
100%
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
Sales revenue
Do you believe it is appropriate for your brand to take a stance on politically-charged issues?
(% responding “No”)
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
75.8%
69.7%
69.7%
51.5%
Why marketing leaders do and do not
advocate for brand political activism
63
Have a positive effect on my company’s ability to stand out in
the market
Have a positive effect on my company’s ability to attract
and retain customers/partners
Have a positive effect on my company’s ability to attract
and retain employees
Show my company cares about more than making profits
67.8%
59.5%
52.1%
37.2%Have a negative effect on my company’s ability to attract
and retain employees
Show my company is wasting resources on non-core
business activities
Make my company stand out in the marketplace in the
way that we do not want
Have a negative effect on my company’s ability to attract
and retain customers/partners
Reasons that influenced your willingness to take a stance (responding “yes”)
Reasons that influenced your unwillingness to take a stance (responding “no”)
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Leadership profile: Ann Lewnes
64
The Subscription Economy, a term that was relatively
obscure a decade ago, has exploded into a ubiquitous
phenomenon. Consumers gobble up Netflix memberships,
Dollar Shave Club razors, and Stitch Fix clothing each
month. Similarly, companies (and individuals) buy
subscription-based technology such as Microsoft Office,
Amazon Web Services, and SaaS business apps.
While ever-present in 2018, this was not the case in 2013
when Adobe made a then-radical pivot to a subscription
model. Recently, we had the privilege to interview Adobe
CMO Ann Lewnes about the role of marketing in this
transition. We explore Ann’s perspective on risk taking, the
importance of a data-centric culture, commitment to change,
creativity and talent, and the importance of redefining
engagement.
Read the story:
https://www.forbes.com/sites/christinemoorman/2018/08/23/
adobe-how-to-dominate-the-subscription-
economy/#7e9c041752e8
Ann Lewnes
Adobe CMO
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Leading practices from marketing leaders
See full interviews at www.cmosurvey.org/cmo-insights/
65
Senior Vice President and Chief Marketing Officer Beth Comstock discusses how GE approaches
marketing: “You have to create a platform that invites innovative ideas.” This platform involves four
capabilities that have produced an array of new products, services, customers, and business models.
Chief Marketing Officer Kim Feil discusses how she built a marketing function. From insights to
accountability, she describes the organization, processes, metrics, and talent management strategies
important to this effort.
Executive Vice President and Chief Marketing Officer Geert van Kuyck shares ideas on building the
essential skill set for CMOs and the importance of defining the CMO’s mission. He discusses the use
of the Net Promoter Score and other metrics to evaluate business results at Philips, touching on
Philips’ engagement with LinkedIn and social media metrics.
Executive Vice President and Chief Marketing Officer Stephen Quinn describes how Walmart rebuilt
its customer focus. Key steps involved harnessing internal support, generating market insight, using
customer-focused metrics, living the brand internally, and building marketing talent.
Global Marketing Officer Marc Pritchard shares views on how marketing contributes to P&G’s
performance. He talks about how P&G learns about customers and how it is relentless in its attention
to building loyal customers and strong brands in the store, on the web, and around the world.
Spending on marketing analytics is forecasted to increase more than 200% in
the next three years.
The use of marketing analytics in decision making has increased over time
but dipped in over the last year. B2C companies are the biggest users.
A lack of trained professionals as well as tools/processes to measure the
impact of marketing analytics are the biggest obstacles to using marketing
analytics within companies.
Executive Summary
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Marketing analytics spend shows fluctuation
but no consistent increases over past 6 years
67
Percent of current marketing budget spend on
marketing analytics over time
5.7% 5.0% 6.0%
5.5%
7.1% 7.1%
6.4% 6.7% 6.7% 6.5%
4.6%
5.5% 5.8%
6.7%
0%
5%
10%
15%
20%
Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
6.7%
21.3%
0%
5%
10%
15%
20%
25%
Current spending Next 3 years
Projected 3 year growth
+218%
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Percent of marketing budget spent on
marketing analytics by key dimensions
68
6.4% 5.7% 4.9% 5.5%
7.3%
11.1%
0%
4%
8%
12%
16%
20%
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
5.3%
7.0%
9.0%
0%
4%
8%
12%
16%
20%
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
B2B Product 6.4%
B2B Services 6.3%
B2C Product 6.5%
B2C Services 8.5%
Industry sector
Top 3 industry sectors
Energy
Transportation
Education
Bottom 3 industry sectors
Mining/Construction
Retail/Wholesale
Service Consulting
Sales revenue Internet sales
Economic sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Companies use of marketing analytics continues
to fluctuate: B2C companies biggest users
69
Percent of time marketing analytics is used in decision making
30.4%
29.0%
32.5% 32.3%
29.0%
31.0%
35.3%
34.7%
31.6%
37.5%
42.1%
35.8%
0%
10%
20%
30%
40%
50%
Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
B2B Product 32.3%
B2B Services 29.1%
B2C Product 47.3%
B2C Services 42.2%
Economic sector
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Process, people, and insight failures largest
disruptors of marketing analytics use
70
56.3%
47.6%
24.6%
29.0%
18.7%
13.1%
32.2%
28.6%
16.5%
14.9%
9.5%
7.5%
0% 10% 20% 30% 40% 50% 60%
Lack of process/tools to measure success through analytics
Lack of people who can link to marketing practice
Not highly relevant to our decisions
Does not offer sufficient insight
Overly complex
Does not arrive when needed
February 2017 August 2018
Insight: All factors have
worsened over time, with the
biggest gaps in required talent,
processes, and tools.
What factors prevent your company from using marketing analytics more often in decision making?
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Contribution of marketing analytics to firm
performance shows no improvement over time
71
*This question was asked in Aug-12 for the first time.
To what degree does the use of marketing analytics contribute to your company’s performance?
(1 = not at all, 7 = very highly)
3.7
3.5
3.7
3.7
3.2
3.7
3.8
3.8 3.7
3.9
4.1
3.5
1
2
3
4
5
6
7
Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-17
Mean contribution level
Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics
Contributions of marketing analytics to
company performance by key dimensions
72
Industry sector
3.2 3.4
3.1
3.5
3.9
4.6
1
2
3
4
5
6
7
<$25
Million
$26-99
Million
$100-499
Million
$500-999
Million
$1-9.9
Billion
>$10
Billion
2.9
3.6
4.5
1
2
3
4
5
6
7
0%
Internet sales
1-10%
Internet sales
>10%
Internet sales
Economic sector
B2B Product 3.2
B2B Services 3.3
B2C Product 3.9
B2C Services 4.3
Top 3 industry sectors
Energy
Consumer Services
Communications/Media
Bottom 3 industry sectors
Mining/Construction
Manufacturing
Service Consulting
Sales revenue Internet sales
Preview
73
Next survey: January 2019
Participate: Sign up here
Media: Press release and coverage
Feedback: Send comments to moorman@duke.edu

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The CMO Survey - Highlights and Insights Report - August 2018

  • 1.
  • 2. About The CMO Survey 2 Sponsors Sponsors support The CMO Survey with intellectual and financial resources. Survey data and participant lists are held in confidence and not provided to survey sponsors or any other parties. Mission To collect and disseminate the opinions of top marketers in order to predict the future of markets, track marketing excellence, and improve the value of marketing in firms and society. The survey is an objective source of information about marketing and a non-commercial service dedicated to the field of marketing. Administration Founded in August 2008, The CMO Survey is administered twice a year via an Internet survey. Questions repeat to observe trends over time and new questions are added to tap into marketing trends. The August 2018 survey is the 21st administration of The CMO Survey.
  • 3. Survey methodology 3 Survey sample - 2895 top marketers at U.S. for-profit companies - 324 responded for a 11.2% response rate - 95.3% of respondents VP-level or above Survey administration - Email contact with four follow-up reminders - Survey in field from July 17-August 7, 2018 Other CMO Survey reports This report shares key metrics over time. Two other reports are available at cmosurvey.org/results. - The Topline Report: Results reported at the aggregate level - Results by Firm and Industry Characteristics: Results by sectors, size, and Internet sales Interpretive guide: - M = Average; SD = Standard deviation - B2B = Business-to-Business firms; B2C = Business-to-Consumer firms
  • 4. Survey participants (n=324) 4 Industry Sector % Respondents Technology 17.7% Professional Services/Consulting 15.5% Manufacturing 13.4% Healthcare 10.2% Retail/Wholesale 9.0% Banking/Finance/Insurance 8.4% Communications/Media 6.8% Consumer Packaged Goods 5.3% Consumer Services 3.7% Education 3.1% Energy 2.5% Mining/Construction 2.2% Transportation 2.2% 34.4% 31.6% 16.1% 18.0% B2B Product B2B Service B2C Product B2C Service Industry sector Sales revenue Economic sector 28% 15% 17% 8% 11% 7% 4% 7% 3% 2% 0% 10% 20% 30% 40% Less than $25 Million $26-99 Million $100-499 Million $500-999 Million $1-2.5 Billion $2.6-5 Billion $5.1-9.9 Billion $10-49 Billion $50-100 Billion More than $100+ Billion
  • 5. Survey topics 5 Topic 1: Marketplace Dynamics……………………………….. 6-10 Topic 2: Firm Growth Strategies………………………………. 11-16 Topic 3: Marketing Spending………………………………….. 17-29 Topic 4: Financial and Marketing Performance……………... 30-35 Topic 5: Social Media Marketing……………………………… 36-43 Topic 6: Mobile Marketing……………………………………... 44-46 Topic 7: Marketing Jobs……………………………………….. 47-51 Topic 8: Marketing Organization……………………………… 52-55 Topic 9: Marketing Leadership………………………………... 56-65 Topic 10: Marketing Analytics…………………………………... 65-72
  • 6. Marketer optimism in the overall economy dipped slightly. The same holds true when comparing to the previous quarter. Superior product quality and customer service remain the top two overall customer priorities. In general, product company customers prioritize quality and innovation while service company customers prioritize trusting relationships. Executive Summary
  • 7. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 47.7 56.5 57.8 55.6 63.3 52.2 63.4 58.4 62.7 65.7 66.1 66.4 69.9 69.7 64.4 63.7 63.2 65.8 68.9 66.8 40 50 60 70 80 Feb- 09 Aug- 09 Feb- 10 Aug- 10 Feb- 11 Aug- 11 Feb- 12 Aug- 12 Feb- 13 Aug- 13 Feb- 14 Aug- 14 Feb- 15 Aug- 15 Feb- 16 Aug- 16 Feb- 17 Aug- 17 Feb- 18 Aug- 18 Marketer optimism dips 7 How optimistic are you about the overall U.S. economy on a 0-100 scale with 0 being least optimistic and 100 most optimistic? B2B Product 65.7 B2B Services 65.4 B2C Product 68.4 B2C Services 69.3 Economic sector
  • 8. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics More optimistic 37.4% Less optimistic 30.0% No change 32.6% 30.6% 34.9% 42.5% 34.7% 51.2% 37.4% 34.9% 38.5% 26.6% 44.2% 37.1% 32.6%34.5% 26.6% 30.9% 21.1% 11.8% 30.0% 0% 20% 40% 60% Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 More optimistic No change Less optimistic Optimism in the U.S. economy compared to the last quarter highly variable 8 Are you more or less optimistic about the overall U.S. economy compared to last quarter?
  • 9. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketer economic outlook varies by industry 9 Are you more or less optimistic about the overall U.S. economy compared to last quarter? Top 3 industry sectors Energy Mining Healthcare Top 3 industry sectors Transportation Manufacturing Service Consulting/Consumer Services Top 3 industry sectors Banking Consumer Packaged Goods Education More optimistic 37.4% Less optimistic 30.0% No change 32.6%
  • 10. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 27% 22% 19% 15% 17% 33% 23% 15% 15% 14% 0% 5% 10% 15% 20% 25% 30% 35% 40% Superior product quality Excellent service Trusting relationship Superior innovation Low price August 2017 August 2018 Customer priorities expected to shift toward product quality and away from price and trusting relationship 10 Rank your customers’ top priorities in next 12 months (1,2,3, where 1 = most important; % ranking 1 reported) Customer priority B2B Product B2B Services B2C Product B2C Services Superior product quality 35.6% 27.4% 35.4% 33.3% Excellent service 20.8% 29.5% 18.8% 19.6% Trusting relationship 7.9% 20.0% 6.3% 27.5% Superior innovation 22.8% 8.4% 20.8% 5.9% Low price 12.9% 14.7% 18.8% 13.7%
  • 11. Spending on existing markets and offerings continues to dominate growth spending. There is a shift away from market development and toward product/service development. Having the right talent continues to be a key pillar for driving future organic growth. Internet sales remain modest across sectors, driven by a need for greater human interaction and new business models to move online. Executive Summary
  • 12. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 12 Existing products/ services New products/ services Existing markets Market penetration Product/service development New markets Market development Diversification * % of spending for each growth strategy. Growth strategy Aug- 2017 Feb- 2018 Aug- 2018 Market penetration 53.2% 52.3% 52.8% Product/service development 22.3% 22.6% 24.2% Market development 15.0% 14.5% 13.0% Diversification 9.5% 10.6% 10.0% Spending on growth in past 12 months*Types of growth strategies Investment in growth strategies (% of companies) Insight 2: Shift away from market development and toward product/service development. Insight 1: Spending on existing markets and offerings continues to dominate growth spending. How companies are growing
  • 13. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Sector differences in growth spending 13 * % of spending for each growth strategy. Growth strategy Aug-2018 overall average B2B Product B2B Services B2C Product B2C Services Market penetration strategy 52.8% 52.9% 50.7% 54.0% 54.6% Product/service development strategy 24.2% 26.4% 24.6% 22.4% 21.0% Market development strategy 13.0% 12.1% 15.3% 11.6% 11.8% Diversification strategy 10.0% 8.6% 9.4% 12.0% 12.6% Spending on growth in past 12 months by sector*
  • 14. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 9.0% 13.1% 21.4% 22.8% 33.8% 0% 10% 20% 30% 40% 50% Having the right data Having the right technology Having the right operating model Having all stakeholders aligned Having the right talent Having the right talent is most important for driving future organic growth 14 What is most important for driving future organic growth in your organization? Industry Insights: The right talent remains top of mind for marketers as they think about how to drive organic growth within the organization, followed by stakeholder alignment. Talent is rated as most important by Consumer Packaged Goods, Consumer Services, Education, Services/Consulting, and Retail/Wholesale sectors as well as by firms with greater sales over the Internet.
  • 15. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 55.9% 49.3% 46.3% 39.0% 13.2% 11.0% 10.3% 0% 20% 40% 60% 80% 100% Business requires more human interaction New business model would be required Too complex to sell over the Internet Business requires more customer experience Don’t want to compete for these customers Leaders/owners/board dictated this strategic direction Don’t have the knowledge or skills to compete effectively Company sales over the Internet Company sales over the Internet remain modest at 12.2% 15 What factors prevent greater sales over the Internet? (check all that apply) 8.9% 11.3% 10.3% 10.3% 11.8% 12.2% 0% 20% 40% 60% 80% 100% Aug-13 Aug-14 Aug-15 Aug-16 Aug-17 Aug-18 Insights: Sales over the Internet remain modest at 12.2%. Marketing leaders cite need for human interaction, new business models, and the complexity of offerings as barriers to further increases. B2B Product 9.7% B2B Services 11.5% B2C Product 15.6% B2C Services 14.2% Economic sector
  • 16. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing budget spent on domestic markets remain dominant 16 Percent of marketing budget spent on domestic markets 77.6% 79.4% 77.5% 79.4% 85.4% 81.0% 83.0% 81.2% 84.4% 80.5% 85.0% 84.8% 50% 60% 70% 80% 90% 100% Feb-12 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Industry Insights: Service companies have the highest levels of domestic marketing investment, suggesting that product companies have a greater global focus. Companies with larger revenues and those with higher online sales also spend a lower percentage of their marketing budgets domestically. B2B Product 82.1% B2B Services 87.2% B2C Product 80.9% B2C Services 90.4% Economic sector
  • 17. Marketing budgets grew in the last year and are expected to grow further, even as total marketing spending as a percentage of firm revenues has dipped. Growth of digital marketing spend dipped slightly as the deceleration of traditional media spend saw a slight uptick. Despite slowing growth, spending on digital marketing is expected to increase from 44% of marketing budgets to 54% in the next five years. Over the last year, both CRM and brand spending grew. Over the last five years, growth in spending on new service introductions has almost reached the same level as growth in spending on new product introductions. Executive Summary
  • 18. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 7.5% 7.5% 0% 2% 4% 6% 8% 10% 12% Actual change in marketing budget in prior 12 months Expected change in marketing budget in next 12 months Changes to marketing budgets 18 Percent change in marketing budgets Economic sector Top 3 industry sectors Education Healthcare Communications/Media Prior 12 months Top 3 industry sectors Tech/Software/Biotech Healthcare Communications/Media Next 12 months B2B Product 6.9% 8.8% B2B Services 7.0% 9.2% B2C Product 7.7% 4.3% B2C Services 10.7% 4.4% Industry sector Bottom 3 industry sectors Energy Manufacturing Banking/Finance/Insurance Bottom 3 industry sectors Banking/Finance/Insurance Consumer Services Mining/Construction Prior 12 months Next 12 months
  • 19. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics What’s in your marketing budget?* 19 Expenses included in marketing budgets (% of companies)* *Percentages reflect the number of marketers agreeing that the expense is included in their companies’ marketing budgets. 22% 41% 47% 47% 66% 67% 73% 74% 82% 92% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Sales employees Sales supporting tools Marketing training Mobile marketing tools Other overhead costs associated with marketing Marketing research Marketing analytics Marketing employees Social media Direct expenses of marketing activities
  • 20. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing budget growth dropping since 2017 20 Expected percent change in marketing budgets in next 12 months 0.5% 1.1% 5.9% 9.2% 6.7% 9.1% 8.1% 6.4% 6.1% 4.3% 6.7% 5.1% 8.7% 5.5% 6.9% 7.2% 10.9% 8.9% 8.9% 7.5% 0% 2% 4% 6% 8% 10% 12% Feb- 09 Aug- 09 Feb- 10 Aug- 10 Feb- 11 Aug- 11 Feb- 12 Aug- 12 Feb- 13 Aug- 13 Feb- 14 Aug- 14 Feb- 15 Aug- 15 Feb- 16 Aug- 16 Feb- 17 Aug- 17 Feb- 18 Aug- 18 Change in marketing spending Insight: Marketing budgets continue to grow but the recent deceleration trend continues.
  • 21. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Growth in digital marketing spend greatly outpaces traditional advertising 2121 *Refers to media advertising not using the Internet. Percent change in traditional advertising* vs. digital marketing spend in next 12 months 1.3% -0.8% -1.9% -2.7% -2.1% -0.1% -3.6% -1.1% -2.1% -3.2% -1.3% 0.6% -2.0% -1.7% -1.2% 11.2% 12.8% 11.5% 10.2% 10.1% 8.2% 10.8% 14.7% 12.2% 13.2% 9.9% 14.6% 13.0% 15.1% 12.3% -5% 0% 5% 10% 15% 20% Aug-11 Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Traditional advertising spend Digital advertising spend Economic sector Digital marketing Traditional advertising B2B Product 13.9% -0.1% B2B Services 13.2% -0.8% B2C Product 12.1% -4.8% B2C Services 7.4% -1.1%
  • 22. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Percent of spending on digital vs. non- digital marketing now and in 5 years 22 Percent change in digital vs. non-digital spending over the next 5 years Industry Insight: B2B Service firms and those with revenues <$25 million plan to be the most digital, at 61% in the next five years. By industry, Communications/Media expects to be 71% digital over the same time frame.55.3% 45.4% 44.3% 54.1% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Current Next 5 years % Non-digital spending % Digital spending
  • 23. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 4.3% 5.4% 6.3% 6.8% 7.3% 0% 2% 4% 6% 8% 10% Aug-14 Aug-15 Aug-16 Aug-17 Aug-18 How key types of marketing spending is expected to change over next 12 months 23 7.8% 6.9% 8.6% 6.3% 0% 2% 4% 6% 8% 10% Aug-14 Feb-15 Aug-15 Aug-18 4.5% 5.0% 4.0% 6.1% 0% 2% 4% 6% 8% 10% Aug-14 Feb-15 Aug-15 Aug-18 New product introduction spending CRM spending Brand spending New service introduction spending 7.9% 8.0% 7.4% 6.9% 9.5% 0% 2% 4% 6% 8% 10% Aug-14 Aug-15 Aug-16 Aug-17 Aug-18
  • 24. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 8.1% 10.0% 10.4% 11.4% 10.6% 9.4% 10.9% 10.9% 10.1% 11.4% 12.1% 11.3% 11.1% 11.4% 11.1% 10.8% 0% 4% 8% 12% 16% 20% Feb-11 Aug-11 Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Marketing budgets represent 10.8% of firm budgets 24 *Question asked in Feb-11 for the first time. Marketing budget as percent of firm budget*
  • 25. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing budgets as a percentage of firm budgets by key dimensions 12.6% 13.5% 9.3% 5.8% 8.9% 11.2% 0% 4% 8% 12% 16% 20% <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion 10.6% 9.7% 13.0% 0% 4% 8% 12% 16% 20% 0% Internet sales 1-10% Internet sales >10% Internet sales Sales revenue B2B Product 8.5% B2B Services 9.6% B2C Product 17.2% B2C Services 11.6% Economic sector Industry sector Top 3 industry sectors Communications/Media Consumer Services Consumer Packaged Goods Bottom 3 industry sectors Mining/Construction Energy Manufacturing 25 Internet sales
  • 26. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing spending is 7.3% of company revenues 26 *Question asked in Feb-12 for the first time. Marketing spending as percent of company revenues* 8.5% 11.0% 7.9% 7.8% 9.3% 8.3% 8.3% 6.6% 8.4% 7.5% 8.1% 6.9% 7.9% 7.3% 0% 3% 6% 9% 12% 15% Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18
  • 27. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing spending as a percentage of firm revenues by key dimensions Top 3 industry sectors Education Communications/Media Consumer Services Bottom 3 industry sectors Energy Mining/Construction Manufacturing 6.2% 5.3% 12.3% 0% 4% 8% 12% 16% 20% 0% Internet sales 1-10% Internet sales >10% Internet sales 10.1% 11.4% 6.3% 2.1% 3.6% 6.4% 0% 4% 8% 12% 16% 20% <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion Sales revenue Industry sector B2B Product 5.4% B2B Services 7.1% B2C Product 10.1% B2C Services 8.9% Economic sector 27 Internet sales
  • 28. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Investments in capability development remain top marketing knowledge priority 28 Marketing knowledge investments Overall average B2B Product B2B Services B2C Product B2C Services Developing new marketing knowledge and capabilities 8.0% 8.6% 8.8% 6.6% 6.2% Marketing research and intelligence 5.1% 4.5% 5.0% 6.3% 5.4% Marketing consulting services 4.8% 6.1% 1.6% 6.3% 6.4% Marketing training* 3.5% 2.9% 4.1% 3.7% 3.3% *Marketing training involves transferring existing marketing knowledge to employees. Percent change in marketing knowledge investments in prior 12 months by sector
  • 29. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing budget spend on training and development by key dimensions 3.1% 4.8% 4.3% 0% 4% 8% 12% 16% 20% 0% Internet sales 1-10% Internet sales >10% Internet sales 4.0% 3.3% 3.6% 5.7% 3.6% 5.5% 0% 4% 8% 12% 16% 20% <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion B2B Product 4.2% B2B Services 4.3% B2C Product 2.8% B2C Services 3.6% Economic sector 3.4% 2.7% 3.8% 4.2% 3.9% 0% 2% 4% 6% 8% 10% Feb-14 Aug-14 Feb-17 Feb-18 Aug-18 Percentage of marketing budget devoted to training and development (overall average) Insight: Although talent is noted by respondents as key to growth, talent investment through training and development dipped slightly. Sales revenue 29 Internet sales
  • 30. Sales revenue (+4.7%) and profits (+3.5%) show largest increase in financial benchmarks with marketing ROI at +2.8%. Among key marketing assets, the value of brands (+3.4%) leads increases, followed by customer acquisition (+3.2%) and customer retention (+2.2%). Revenues and profits show improvement over time while Marketing ROI remains flat. The performance of marketing assets is variable over time with only customer retention showing signs of improvement. Over the last two years, companies rate themselves higher on societal metrics such as marketing that benefits society and reducing the impact of marketing on the environment. Executive Summary
  • 31. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Firm financial and market asset performance metrics by economic sector 31 4.7% 3.5% 3.4% 3.2% 2.8% 2.2% 0% 2% 4% 6% Sales revenues Profits Brand value Customer acquisition Marketing ROI Customer retention Metric B2B Product B2B Services B2C Product B2C Services Sales revenues 4.7% 4.5% 4.9% 5.0% Profits 3.8% 2.5% 3.8% 4.0% Brand value 3.6% 2.7% 3.8% 4.1% Customer acquisition 3.3% 3.5% 1.9% 3.5% Marketing ROI 3.1% 2.6% 1.9% 3.6% Customer retention 2.1% 2.2% 1.7% 2.6% Percent change in financial and marketing asset performance in prior 12 months
  • 32. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Financial performance benchmarks over time 32 Percent change in performance on financial metrics in prior 12 months over time 3.8% 3.7% 3.3% 3.8% 4.2% 4.2% 4.7% 3.1% 2.9% 2.4% 3.1% 3.6% 3.3% 3.5% 2.8% 2.8% 2.4% 3.1% 2.8% 2.8% 2.8% 0% 1% 2% 3% 4% 5% Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Sales revenues Profits Marketing ROI Insight: Revenues and profits show improvement over time while Marketing ROI remains flat.
  • 33. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Brand and customer asset benchmarks 33 Percent change in performance on customer and brand metrics in prior 12 months 2.9% 3.5% 2.4% 3.1% 3.1% 2.3% 3.2% 1.7% 1.5% 1.8% 1.5% 1.9% 1.6% 2.2% 2.8% 3.3% 3.2% 3.8% 3.4% 2.8% 3.4% 0% 1% 2% 3% 4% 5% Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Customer acquisition Customer retention Brand value Insight: The performance of marketing assets is variable over time.
  • 34. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Firm performance on societal metrics: Does marketing contribute to a better world? 34 3.1 3.1 3.2 3.0 3.5 2.9 3.0 3.2 3.1 3.2 1 2 3 4 5 Feb-12 Aug-13 Aug-14 Feb-16 Aug-18 Marketing that benefits society Minimize the impact of marketing on the ecological environment How marketing leaders rate their firm performance on key social metrics (1 = poor, 5 = excellent) Insight: Societal performance remains modest with improvements in degree to which marketing benefits society.
  • 35. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Firm performance on societal metrics by key dimensions (1 = poor, 5 = excellent) 35 Top 3 industry sectors Education Banking/Finance/Insurance Energy Bottom 3 industry sectors Consumer Services Communications/Media Transportation Benefits society Top 3 industry sectors Energy Mining/Construction Retail/Wholesale Bottom 3 industry sectors Healthcare Consumer Services Transportation Minimizes eco impact 3.3 3.5 3.5 4.0 3.4 3.7 3.2 3.1 3.2 3.2 3.2 3.4 1 2 3 4 5 <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion Benefits society Minimizes eco impact Sales revenue B2B Product 3.5 3.2 B2B Services 3.4 3.2 B2C Product 3.5 3.2 B2C Services 3.4 3.3 Benefits society Minimizes eco impact Economic sector Industry sector Internet sales 3.3 3.7 3.6 3.1 3.3 3.4 1 2 3 4 5 0% Internet sales 1-10% Internet sales >10% Internet sales Benefits society Minimizes eco impact
  • 36. Spending on social media has increased more in the last year than in any prior survey year and is forecasted to accelerate over the next five years by 66%. While the ability to demonstrate the impact of social media has improved in four years, the effectiveness with which its been integrated into marketing strategy has remained flat. The use of outside agencies for social media activities has increased over the last 18 months. Executive Summary
  • 37. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Social media spending continues its ascent 37 Current social media spending as percent of marketing budget 3.5% 5.6% 5.9% 5.6% 7.1% 7.4% 7.6% 8.4% 6.6% 7.4% 9.4% 9.9% 10.6% 10.6% 11.7% 10.5% 9.8% 12.0% 13.8% 0% 5% 10% 15% 20% Aug- 09 Feb- 10 Aug- 10 Feb- 11 Aug- 11 Feb- 12 Aug- 12 Feb- 13 Aug- 13 Feb- 14 Aug- 14 Feb- 15 Aug- 15 Feb- 16 Aug- 16 Feb- 17 Aug- 17 Feb- 18 Aug- 18 Insight: Spending on social media has increased more in the last year (August 2017-2018) than in any prior survey year.
  • 38. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 10.7% 14.6% 19.0% 0% 4% 8% 12% 16% 20% 0% Internet sales 1-10% Internet sales >10% Internet sales Social media spend by key dimensions 38 Industry sectorEconomic sector B2B Product 9.7% B2B Services 13.9% B2C Product 18.6% B2C Services 17.6% Top 3 industry sectors Education Communications/Media Transportation Bottom 3 industry sectors Manufacturing Banking/Finance/Insurance Mining/Construction Sales revenue Internet sales 17.0% 15.6% 12.6% 9.3% 12.3% 10.5% 0% 4% 8% 12% 16% 20% <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion
  • 39. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketers expected to expand social media spend by 66% in next 5 years 39 13.8% 16.3% 22.9% 0% 5% 10% 15% 20% 25% Current levels Over next 12 months In next 5 years Social media spend B2B Product B2B Services B2C Product B2C Services Current 9.7% 13.9% 18.6% 17.5% Next year 12.1% 15.9% 21.5% 20.7% Next 5 years 18.8% 21.6% 27.8% 28.9% Social media spending as percent of marketing budgets
  • 40. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Integrating social media strategy and information remains a company challenge 40 3.8 3.8 3.8 3.8 3.9 3.8 3.9 3.9 4.2 4.2 3.9 4.1 4.0 4.1 4.2 3.8 3.8 3.8 3.8 3.9 3.8 3.9 3.7 3.6 3.4 3.2 3.4 3.3 3.4 3.5 1 2 3 4 5 6 7 Feb-11 Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Mean integration level for linking social media to firm marketing strategy Mean integration level for integrating customer information across purchasing, communication, and social media channels Insight: The integration of social media marketing with the firm’s marketing strategy and the integration of customer information across purchasing, communication, and social media channels have remained flat over an extended period of time. How effectively does your company integrate social media? (1 = not at all effectively, 7 = very effectively)
  • 41. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Role of outside agencies in social media activities 41 17.4% 18.9% 21.7% 20.0% 20.7% 16.6% 18.7% 18.5% 21.7% 0% 5% 10% 15% 20% 25% Feb-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 B2B Product 19.8% B2B Services 17.4% B2C Product 39.7% B2C Services 19.0% Economic sector Percent of company’s social media activities performed by outside agencies
  • 42. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 3.2 3.1 3.2 3.3 3.3 3.4 1 2 3 4 5 6 7 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Total social media contributions to performance (overall average) (1 = not at all, 7 = very highly) Social media contributions to company performance by key dimensions 42 3.6 3.6 3.3 2.7 3.4 3.2 1 2 3 4 5 6 7 <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion Sales revenue Internet sales 2.9 3.3 4.3 1 2 3 4 5 6 7 0% Internet sales 1-10% Internet sales >10% Internet sales
  • 43. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 45.0% 41.5% 44.1% 45.0% 39.3% 14.6% 15.0% 20.3% 16.3% 24.7% 40.4% 43.5% 35.7% 38.6% 36.0% 0% 10% 20% 30% 40% 50% Aug-14 Aug-15 Aug-16 Aug-17 Aug-18 Unable to show the impact yet Prove the impact quantitatively Good qualitative sense of the impact, but not a quantitative impact Firms improve in the ability to prove the impact of social media quantitatively 43 Which best describes how you show the impact of social media on your business?
  • 44. The percentage of marketing budgets dedicated to mobile marketing has increased from 7% to 9.4% of marketing budgets over the last three years and is expected to increase 102% to 19% over the next three years. B2C companies outspend B2B companies by 100%. At the same time, the contributions of mobile marketing to company performance show little improvement over time. The largest companies by sales revenue derive more value as to companies with a great percentage of their sales from the internet. Executive SummaryExecutive Summary
  • 45. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 9.4% 18.0% 0% 5% 10% 15% 20% 25% Current spending Next 3 years Percent of marketing budget on mobile trends upwards over three years 45 3.2% 6.0% 5.9% 3.8% 3.7% 6.0% 7.0% 9.4% 0% 3% 6% 9% 12% 15% Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Percent of marketing budget currently spent on mobile Projected 3 year growth +91.5% Current Next 3 years B2B Product 6.9% 13.7% B2B Services 7.5% 14.9% B2C Product 12.5% 25.0% B2C Services 15.3% 26.1% Economic sector
  • 46. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Mobile marketing contributions to company performance by key dimensions 46 2.7 2.8 2.6 3.1 3.1 3.6 1 2 3 4 5 6 7 <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion 2.5 2.9 3.7 1 2 3 4 5 6 7 0% Internet sales 1-10% Internet sales >10% Internet sales 2.4 2.5 2.7 2.6 2.7 2.9 1 2 3 4 5 6 7 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 Mobile marketing contributions to performance (overall average) (1 = not at all, 7 = very highly) Sales revenue Internet sales
  • 47. The growth in marketing hiring dipped slightly over the last six months and remains flat when compared to a year ago. Over the same period, planned outsourcing of marketing activities has grown to its highest level in five years. The highest priority skill for marketing recruiting is creativity, followed by natural leadership and MarTech platform experience. Executive Summary
  • 48. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing hiring growth remains positive, but slows 5.2% 6.5% 5.4% 5.5% 4.7% 3.8% 3.5% 6.6% 5.1% 5.4% 3.7% 6.4% 7.3% 6.4% 0% 2% 4% 6% 8% 10% Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 B2B Product 7.0% B2B Services 4.1% B2C Product 9.7% B2C Services 6.3% Economic sector 48 Percent change in marketing hires planned in next 12 months
  • 49. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Skills prioritized in hiring marketing talent What skills will be prioritized in hiring marketing talent (% of companies reporting the skill as most important) Creativity 25% Natural leadership abilities 21% Emotional intelligence 10% Curiosity 10% MarTech platform experience 18% Data science background 14% Financial acumen 2% 49
  • 50. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketers seek talent with creativity and natural leadership ability 50 Talent Mean rank 1 2 3 4 5 6 7 Creativity 3.12 25.2% 17.7% 16.3% 19.7% 9.5% 4.8% 6.8% Natural leadership abilities 3.66 21.1% 13.6% 13.6% 12.2% 16.3% 15.6% 7.5% Emotional intelligence 3.87 10.2% 17.0% 19.7% 12.2% 18.4% 15.0% 7.5% Curiosity 3.97 10.2% 17.7% 15.6% 17.0% 14.3% 11.6% 13.6% MarTech platform experience 4.18 17.7% 15.0% 9.5% 11.6% 10.2% 7.5% 28.6% Data science background 4.24 14.3% 12.2% 12.2% 8.8% 17.0% 19.7% 15.6% Financial acumen 4.97 1.4% 6.8% 12.9% 18.4% 14.3% 25.9% 20.4% When thinking about future marketing talent needs, what skills would you prioritize in the hiring process? (Rank in order of importance, where 1 = most important, 7 = least)
  • 51. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing outsourcing by key dimension 51 4.7% 6.9% 5.0% 5.0% 5.1% 4.7% 0% 4% 8% 12% 16% 20% <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion 6.7% 4.9% 4.2% 0% 4% 8% 12% 16% 20% 0% Internet sales 1-10% Internet sales >10% Internet sales 3.1% 4.3% 4.5% 2.5% 1.6% 3.6% 4.1% 5.1% 5.0% 5.5% 0% 2% 4% 6% 8% 10% B2B Product 5.8% B2B Services 6.3% B2C Product 3.5% B2C Services 5.2% Planned change in outsourcing (overall average) Economic sector Sales revenue Internet sales
  • 52. Marketing capabilities is ranked the highest quality marketing knowledge resource with the biggest opportunity for improvement in marketing training. The majority of companies build marketing capabilities by training current or hiring new employees with the skills as opposed to partnering or buying companies. Digital marketing capabilities are reported to be moderate, on average, with the biggest weaknesses in measuring the success of digital marketing activities and working with external partners. Executive Summary
  • 53. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing capabilities rated as highest quality knowledge asset 53 Marketing knowledge resources Overall average Marketing capabilities 4.8 Customer insights 4.7 Competitive intelligence 4.4 Marketing research 4.0 Marketing analytics 3.9 Marketing training 3.4 3.0 3.4 3.7 4.4 4.5 4.6 3.8 4.0 4.1 4.3 4.6 4.8 3.5 4.5 4.3 4.3 4.9 5.2 1 2 3 4 5 6 7 Marketing training Marketing analytics Marketing research Competitive intelligence Customer insights Marketing capabilities 0% Internet sales 1-10% Internet sales >10% Internet sales NEW NUMBERS – VALIDATE Add capability B2B Product B2B Services B2C Product B2C Services Marketing capabilities 4.9 4.8 4.6 4.9 Customer insights 4.7 4.5 4.6 5.1 Competitive intelligence 4.6 4.1 4.3 4.7 Marketing research 3.8 4.2 4.1 4.2 Marketing analytics 3.9 3.8 3.8 4.4 Marketing training 3.4 3.3 3.3 3.4 Internet sales Overall quality of your company’s marketing knowledge resources (1=poor, 7=excellent) Economic sector
  • 54. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Across all sectors, companies invest internally to develop new marketing capabilities 54 Overall average B2B Product B2B Services B2C Product B2C Services We build new marketing capabilities ourselves by training current or hiring new employees with the skills 59.8% 60.2% 64.0% 48.6% 61.8% We partner with other marketing agencies to learn new marketing skills 14.5% 13.7% 12.3% 22.3% 12.6% We partner with other consultancies to learn new marketing skills 12.2% 10.4% 13.2% 13.9% 12.4% We partner with other companies to learn new marketing skills 11.5% 13.5% 8.4% 13.6% 11.7% We buy other companies to acquire new marketing skills 2.0% 2.2% 2.1% 1.6% 1.5% How does your company approach the development of new marketing capabilities? (Allocate 100 points to indicate the emphasis you place on each approach) Economic sector
  • 55. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics State of firm digital marketing capabilities 55 4.3 4.3 4.3 4.0 3.9 3.8 1 2 3 4 5 6 7 Developing digital marketing strategies Executing digital marketing strategies Connecting marketing and digital marketing strategies Learning about what works and doesn't work for digital marketing Measuring the success of digital marketing strategies Managing external digital marketing partners and agencies How well has your company developed strong knowledge and skills in each digital marketing strategy area? (1 = poor, 7 = excellent) Industry Insights: B2C companies rate their digital marketing capabilities significantly higher than B2B companies. As company sales from the Internet increase, so does the strength of their digital marketing capabilities.
  • 56. Overall, the role of marketing has broadened in the last five years, particularly for service companies. CEO and Board pressure to prove the value of marketing has decreased since 2013. Only 22.4% of marketing leaders believe it is appropriate for their brands to take a stance on politically-charged issues, reflecting an increase from 18.4% in February 2018. The strongest reason to take a stand is to “show my company cares about more than making profits” while the reason not to take a stand is the worry that doing so will “have a negative effect on my company’s ability to attract and retain customers/partners.” Neither the use of online customer or third party data drives major privacy concerns. Executive Summary
  • 57. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing leads more activities in companies 57 Activity Aug-14 Aug-18* Brand 84.4% 91.4% Digital marketing2 - 82.7% Advertising 83.9% 79.6% Social media 78.4% 82.7% Public relations 65.8% 69.1% Promotion 74.9% 71.6% Positioning 76.9% 71.6% Marketing research 65.3% 67.3% Lead generation 56.3% 61.7% Marketing analytics 68.3% 68.5% Competitive intelligence 57.3% 58.6% Customer experience3 - 45.7% CRM 38.2% 42.0% Market entry strategies 52.3% 38.9% Revenue growth1 - 40.1% New products 41.7% 34.0% Pricing 32.2% 30.9% Innovation 30.2% 30.2% e-commerce1 - 25.3% Market selection 30.7% 25.3% Sales 26.6% 22.6% Customer service 19.6% 17.3% Distribution 9.5% 8.6% Stock market performance 2.5% 2.5% 1 Question was added in Aug-16. 2 Question was added in Aug-17. 3 Question was added in Feb-18. *Red reflects a decrease and Green reflects an increase of more than 2% between Aug-14 and Aug-18. Percentage of companies in which marketing leads activity B2B Service (73.1%) B2C Service (61.5%) B2C Product (52.0%) B2C Product (96.0%) Highest Economic Sector Score Highest % Internet Sales Score >10% (87.5%) >10% (87.5%) >10% (75.0%) >10% (65.0%) >10% (55.0%) How to interpret: Highest scores refer to the economic sector (or level of Internet sales) that corresponds with the highest leadership of key activities within marketing (e.g., 96.0% of marketers in B2C Product companies lead ‘digital’ activities for the enterprise).
  • 58. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing’s role has broadened in the last five years 58 0.6% 1.2% 0.6% 1.2% 1.9% 1.9% 1.2% 11.7% 8.0% 17.9% 8.6% 16.7% 14.2% 3.1% 11.1% 0% 5% 10% 15% 20% -7 -6 -5 -4 -3 -2 -1 0 1 2 3 4 5 6 7 Significantly narrowed Significantly broadened B2B Product 2.2 B2B Services 2.9 B2C Product 2.7 B2C Services 3.4 Economic sector How has marketing’s role within your organization changed in the last five years? (-7 = significantly narrowed, 7 = significantly broadened)
  • 59. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketers experience less pressure to prove the value of marketing over time 59 66.4% 62.0% 61.0% 56.9% 59.9% 0% 20% 40% 60% 80% 100% Aug-13 Aug-14 Feb-15 Feb-17 Aug-18 Insight: Marketers feel less pressure from the CEO or Board to prove their value over time. Percent of marketing leaders reporting pressure from CEO or Board to prove the value of marketing* *Question asked irregularly. A complete time series of available data is shown.
  • 60. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Company use of online and third-party data 60 In the next two years…In the past two years… 62.7% 35.4% 1.9% 70.0% 27.5% 2.5% 31.3% 59.4% 9.4% 29.7% 58.9% 11.4% Third-party data Online customer data Increasing use About the same Decreasing use Insight: While the use of third-party data is expected to decrease, the use of online data is expected to rise. Has your company’s use of online or third-party data changed?
  • 61. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketers continue to have few concerns about the use of data and privacy 61 15.6% 21.3% 15.6% 14.4% 12.5% 10.6% 10.0% 0% 5% 10% 15% 20% 25% 30% 1 = not at all worried 2 3 4 5 6 7 = very worried Online Customer Data (Mean = 3.6) Third Party Customer Data (Mean 3.5) 18.9% 18.2% 19.5% 13.2% 11.9% 7.5% 10.7% 0% 5% 10% 15% 20% 25% 30% 1 = not at all worried 2 3 4 5 6 7 = very worried How worried are you that your company’s use of online or third-party data could raise concerns about privacy? (1 = not at all worried, 7 = very worried)
  • 62. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketers unlikely to use brands to take a stance on politically-charged issues 62 82.6% 78.6% 0% 20% 40% 60% 80% 100% Feb-18 Aug-18 82.9% 76.0% 81.5% 50.0% 81.6% 76.5% 0% 20% 40% 60% 80% 100% <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion Internet sales 77.5% 87.2% 71.1% 0% 20% 40% 60% 80% 100% 0% Internet sales 1-10% Internet sales >10% Internet sales Sales revenue Do you believe it is appropriate for your brand to take a stance on politically-charged issues? (% responding “No”)
  • 63. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics 75.8% 69.7% 69.7% 51.5% Why marketing leaders do and do not advocate for brand political activism 63 Have a positive effect on my company’s ability to stand out in the market Have a positive effect on my company’s ability to attract and retain customers/partners Have a positive effect on my company’s ability to attract and retain employees Show my company cares about more than making profits 67.8% 59.5% 52.1% 37.2%Have a negative effect on my company’s ability to attract and retain employees Show my company is wasting resources on non-core business activities Make my company stand out in the marketplace in the way that we do not want Have a negative effect on my company’s ability to attract and retain customers/partners Reasons that influenced your willingness to take a stance (responding “yes”) Reasons that influenced your unwillingness to take a stance (responding “no”)
  • 64. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Leadership profile: Ann Lewnes 64 The Subscription Economy, a term that was relatively obscure a decade ago, has exploded into a ubiquitous phenomenon. Consumers gobble up Netflix memberships, Dollar Shave Club razors, and Stitch Fix clothing each month. Similarly, companies (and individuals) buy subscription-based technology such as Microsoft Office, Amazon Web Services, and SaaS business apps. While ever-present in 2018, this was not the case in 2013 when Adobe made a then-radical pivot to a subscription model. Recently, we had the privilege to interview Adobe CMO Ann Lewnes about the role of marketing in this transition. We explore Ann’s perspective on risk taking, the importance of a data-centric culture, commitment to change, creativity and talent, and the importance of redefining engagement. Read the story: https://www.forbes.com/sites/christinemoorman/2018/08/23/ adobe-how-to-dominate-the-subscription- economy/#7e9c041752e8 Ann Lewnes Adobe CMO
  • 65. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Leading practices from marketing leaders See full interviews at www.cmosurvey.org/cmo-insights/ 65 Senior Vice President and Chief Marketing Officer Beth Comstock discusses how GE approaches marketing: “You have to create a platform that invites innovative ideas.” This platform involves four capabilities that have produced an array of new products, services, customers, and business models. Chief Marketing Officer Kim Feil discusses how she built a marketing function. From insights to accountability, she describes the organization, processes, metrics, and talent management strategies important to this effort. Executive Vice President and Chief Marketing Officer Geert van Kuyck shares ideas on building the essential skill set for CMOs and the importance of defining the CMO’s mission. He discusses the use of the Net Promoter Score and other metrics to evaluate business results at Philips, touching on Philips’ engagement with LinkedIn and social media metrics. Executive Vice President and Chief Marketing Officer Stephen Quinn describes how Walmart rebuilt its customer focus. Key steps involved harnessing internal support, generating market insight, using customer-focused metrics, living the brand internally, and building marketing talent. Global Marketing Officer Marc Pritchard shares views on how marketing contributes to P&G’s performance. He talks about how P&G learns about customers and how it is relentless in its attention to building loyal customers and strong brands in the store, on the web, and around the world.
  • 66. Spending on marketing analytics is forecasted to increase more than 200% in the next three years. The use of marketing analytics in decision making has increased over time but dipped in over the last year. B2C companies are the biggest users. A lack of trained professionals as well as tools/processes to measure the impact of marketing analytics are the biggest obstacles to using marketing analytics within companies. Executive Summary
  • 67. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Marketing analytics spend shows fluctuation but no consistent increases over past 6 years 67 Percent of current marketing budget spend on marketing analytics over time 5.7% 5.0% 6.0% 5.5% 7.1% 7.1% 6.4% 6.7% 6.7% 6.5% 4.6% 5.5% 5.8% 6.7% 0% 5% 10% 15% 20% Feb-12 Aug-12 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 6.7% 21.3% 0% 5% 10% 15% 20% 25% Current spending Next 3 years Projected 3 year growth +218%
  • 68. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Percent of marketing budget spent on marketing analytics by key dimensions 68 6.4% 5.7% 4.9% 5.5% 7.3% 11.1% 0% 4% 8% 12% 16% 20% <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion 5.3% 7.0% 9.0% 0% 4% 8% 12% 16% 20% 0% Internet sales 1-10% Internet sales >10% Internet sales B2B Product 6.4% B2B Services 6.3% B2C Product 6.5% B2C Services 8.5% Industry sector Top 3 industry sectors Energy Transportation Education Bottom 3 industry sectors Mining/Construction Retail/Wholesale Service Consulting Sales revenue Internet sales Economic sector
  • 69. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Companies use of marketing analytics continues to fluctuate: B2C companies biggest users 69 Percent of time marketing analytics is used in decision making 30.4% 29.0% 32.5% 32.3% 29.0% 31.0% 35.3% 34.7% 31.6% 37.5% 42.1% 35.8% 0% 10% 20% 30% 40% 50% Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-18 B2B Product 32.3% B2B Services 29.1% B2C Product 47.3% B2C Services 42.2% Economic sector
  • 70. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Process, people, and insight failures largest disruptors of marketing analytics use 70 56.3% 47.6% 24.6% 29.0% 18.7% 13.1% 32.2% 28.6% 16.5% 14.9% 9.5% 7.5% 0% 10% 20% 30% 40% 50% 60% Lack of process/tools to measure success through analytics Lack of people who can link to marketing practice Not highly relevant to our decisions Does not offer sufficient insight Overly complex Does not arrive when needed February 2017 August 2018 Insight: All factors have worsened over time, with the biggest gaps in required talent, processes, and tools. What factors prevent your company from using marketing analytics more often in decision making?
  • 71. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Contribution of marketing analytics to firm performance shows no improvement over time 71 *This question was asked in Aug-12 for the first time. To what degree does the use of marketing analytics contribute to your company’s performance? (1 = not at all, 7 = very highly) 3.7 3.5 3.7 3.7 3.2 3.7 3.8 3.8 3.7 3.9 4.1 3.5 1 2 3 4 5 6 7 Feb-13 Aug-13 Feb-14 Aug-14 Feb-15 Aug-15 Feb-16 Aug-16 Feb-17 Aug-17 Feb-18 Aug-17 Mean contribution level
  • 72. Marketplace Growth Spending Performance Social Media Mobile Jobs Organization Leadership Analytics Contributions of marketing analytics to company performance by key dimensions 72 Industry sector 3.2 3.4 3.1 3.5 3.9 4.6 1 2 3 4 5 6 7 <$25 Million $26-99 Million $100-499 Million $500-999 Million $1-9.9 Billion >$10 Billion 2.9 3.6 4.5 1 2 3 4 5 6 7 0% Internet sales 1-10% Internet sales >10% Internet sales Economic sector B2B Product 3.2 B2B Services 3.3 B2C Product 3.9 B2C Services 4.3 Top 3 industry sectors Energy Consumer Services Communications/Media Bottom 3 industry sectors Mining/Construction Manufacturing Service Consulting Sales revenue Internet sales
  • 73. Preview 73 Next survey: January 2019 Participate: Sign up here Media: Press release and coverage Feedback: Send comments to moorman@duke.edu