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• Revision 5652 : Améliorer la gestion des commentaires des auteurs en chargeant la CSS ...

  6 août 2011, par kent1 — Log

  Améliorer la gestion des commentaires des auteurs en chargeant la CSS privée du plugin Forum
  Autres petites améliorations

• Enterprise web analytics : Quick start guide (and top tools)

  10 juillet, par Joe — Analytics Tips

  Without data, you’ll get lost in the sea of competition.

  This is even more important for large organisations.

  Data helps you :

  • Optimise customer experiences
  • Navigate complex business decisions
  • Create a roadmap to sustainable brand growth
  • Data can power differentiation, especially within fiercely competitive sectors.

  How do you get the benefits of data in a large organisation ?

  Enterprise web analytics.

  In this guide, we’ll cover everything you need to know about enterprise web analytics to enhance website performance, improve customer experiences and increase conversions.

  What is enterprise web analytics ?

  Enterprise web analytics help large organisations capture, analyse, and act on website data to optimise customer experiences and make informed decisions. By providing insight into customer interactions, user behaviour and preferences, they’re vital in helping big businesses improve their websites.

  

  Enterprise web analytics can extract data from web pages and reveal a range of performance metrics, including :

  • Pageviews
  • Average time on page
  • Actions per visit
  • Bounce rate
  • Conversions
  • Traffic sources
  • Device type
  • Event tracking
  • And more

  You can track this data daily or access monthly reports, which will give you valuable insights into optimising user engagement, improving your website’s search engine traffic, and meeting business goals like increased conversion rates.

  For large organisations, web analytics isn’t just about measuring traffic. Instead, it’s an asset you can use to identify issues in your web strategy so you can gain insights that will fuel sustainable business growth.

  An advanced analytics strategy goes beyond the digital channels, page views and bounce rates of traditional analytics.

  Instead, modern web analytics incorporates behavioural analytics for deeper analysis and insight into user experiences. These advanced features include :

  • Heatmaps (or scroll maps) to track scroll behaviour on each page
  • User flow reports to see the pages your users visit in the customer journey
  • Session recordings to analyse user interactions (step-by-step)

  Taking a two-pronged approach to web analytics that includes both traditional and behavioural metrics, organisations get a clearer picture of users and their brand interactions.

  Different needs of enterprise companies

  Let’s dive deeper into the different needs of enterprise companies and how enterprise web analytics can help solve them :

  Access more storage

  Let’s face it. Large organisations have complex IT infrastructures and vast amounts of data.

  The amount of data to capture, analyse and store isn’t slowing down anytime soon.

  Enterprise web analytics can help handle and store large amounts of data in ways that serve the entire organisation.

  Enable cross-organisational data consumption

  It’s one thing to access data in a small company. You’ve got yourself and a few employees. That’s easy.

  But, it’s another thing to enable an organisation with thousands of employees with different roles to access complex data structures and large amounts of data.

  Enterprise web analytics allows big companies to enable their entire workforce to gain access to the data they need when they need it.

  Increase security

  As mentioned above, large organisations can use enterprise web analytics to help hundreds or even thousands of employees access their web data.

  However, some data shouldn’t be accessed by every type of employee. For example, some organisations may only want certain data accessed by executives, and some employees may not need to access certain types of data that may confuse or overwhelm them.

  Enterprise web analytics can help you grant access to certain types of data based on your role in the company, ensuring the security of sensitive data in your organisation.

  Improve privacy

  You can keep your data secure from internal breaches with enterprise web analytics. But, how do you protect customer data ?

  With all-inclusive privacy measures.

  To ensure that your customers’ privacy and data are protected, choose a web analytics solution that’s compliant with the latest and most important privacy measures, such as GDPR, LGPD and CCPA.

  Taking a privacy-first approach to data helps ensure your protection from potential legal action or fines.

  Enterprise web analytics best practices

  Want to make sure you get the most out of your web analytics strategy ?

  

  Be clear on what metrics you want to track

  You can track a ton of data in your organisation, but you may not need to. To ensure you’re not wasting time and resources tracking irrelevant numbers, you should make sure you’re clear from day one on the metrics you want to track.

  Start by making a list of key data points relevant to your business.

  For example, if you have an online marketplace, you’ll want to track specific ecommerce metrics like conversion rate, total visits, bounce rates, traffic source, etc.

  Don’t take data at face value

  Numbers alone can’t tell you the whole story of what’s happening in your organisation. It’s crucial you add context to your data, no matter what.

  Dozens of factors could impact your data and visitors’ interactions with your site, so you should always try to look beyond the numbers to see if there are other factors at play.

  For example, you might see that your site traffic is down and think your search engine optimisation (SEO) efforts aren’t working. Meanwhile, there could have been a major Google algorithm update or some sort of seasonality in a key market.

  On the other hand, you might see some positive signals that things are going well with your organic social media strategy because you saw a large influx of traffic from Instagram. But, there could be more to the story.

  For example, an Instagram influencer with five million followers may have just posted a reel reviewing your product or service without you knowing it, leading to a major traffic spike for your website.

  Remember to add notes to your web analytics data if necessary to ensure you can reference any insights from your data to maintain that point of context.

  Ensure your data is accurate

  With web analytics, data is everything. It will help you see where your traffic is coming from, how your users are behaving, and gain actionable insights into how you can improve your website and user experience.

  But if your data isn’t accurate, your efforts will be futile.

  Accurate data is crucial for launching an effective web analytics strategy. Data sampling and simple tracking errors can lead to inaccurate numbers and misleading conclusions. 

  If a tool relies on cookies to collect data, then it’s relying on a faulty data collection system. Cookies give users the option to opt out of tracking, making it challenging to get a clear picture of every user interaction.

  For example, some platforms like Google Analytics use data sampling to make predictions about traffic rather than relying on accurate data collection, leading to inaccurate numbers and conclusions.

  To ensure you’re making decisions based on accurate data, find a solution that doesn’t rely on inaccurate data collection methods like data sampling or cookies.

  Lean on visual data tools to improve analysis

  Enterprise organisations deal with a ton of data. There are endless data points to track, and it can be easy to lose track of what’s going on with the bigger picture.

  One of the best ways to interpret your data is to use a data visualisation tool to integrate with your web analytics solution, like Looker or PowerBI.

  Make sure your chosen platform lets you export your data easily so you can link it with a visual support tool.

  With Matomo, you can easily export your data into Google BigQuery to warehouse your customer data and visualise it through other tools (without the need for APIs, scripts or additional tools).

  Use advanced web analytics

  Web analytics is quite broad, and different tools will offer various features you can access in your analytics dashboard.

  Take advantage of advanced features that utilise both traditional and behavioural data for deeper insights.

  • Use heatmaps to better understand what parts of your web pages your visitors are focusing on to improve conversion rates.
  • Review session recordings to see the exact steps your customers take as they interact with your website.
  • Conduct A/B tests to see which call to action, headline, or image provides the optimal user experience.

  There are dozens of advanced features available, so take the time to make sure your chosen tool has everything you need.

  Choose a privacy-focused tool

  Obviously, not every tool is created equal, and most of the software on the market isn’t suitable for enterprise businesses.

  As a large organisation, the most important step is to choose a trusted enterprise web analytics tool to ensure it’s capable of fitting within a company of your size.

  It needs to have great infrastructure and be able to handle large amounts of data.

  Another crucial factor is to check that the tool is compatible with your website or app. Does it integrate easily with it ? What about your other software ? Will it integrate with those as well and fit into your current tech stack ?

  Most importantly, you need a platform that can provide the data and insights your organisation needs.

  Make sure the tool you choose is GDPR-compliant and privacy-friendly. The last thing you want is to be sued or fined because you chose the wrong software. 

  Consumers are growing more cautious about privacy and data risks, so picking a privacy-focused tool will help build trust with customers.

  Top 5 enterprise web analytics tools

  Now that you understand enterprise web analytics and how to get the most out of it, it’s time to talk about tools.

  You need to make sure you’re using the right web analytics software to improve productivity, optimise website performance and grow your brand without compromising on the infrastructure required for large organisations to thrive.

  Here are five of the best enterprise solutions available :

  Features and pricing comparison

  	GDPR compliant	On-premise option	100% data ownership	Traditional analytics	Behavioural analytics	Awarded best enterprise software
  Matomo	✔️	✔️	✔️	✔️	✔️	✔️
  Amplitude	✔️	✔️			✔️
  Adobe	✔️			✔️	✔️
  GA360				✔️
  Contentsquare	✔️	✔️			✔️	✔️

  Use Matomo to power your website analytics

  Web analytics help enterprise organisations reach new users, improve engagement with current users or grow their web presence.

  These advanced solutions support cross-organisational data consumption, enhance data privacy and security and allow brands to create the web experiences they know customers will love.

  

  Matomo can help you unlock the potential of your website strategy with traditional and behavioural analytics and accurate data. Trusted by over 1 million websites, Matomo’s open-source software is an ethical web solution that helps organisations of all sizes improve decision-making and customer experiences without compromising on privacy or security.

  Start your free 21-day trial now. No credit card required.

• B2B Customer Journey Map : A Quickfire Guide for Growth

  20 mai 2024, par Erin

  What is a company’s biggest asset ?

  Its product ? Its employees ? Its unique selling proposition ?

  More and more people are recognising it’s something else entirely : your customers.

  Without your customers, your business can’t exist.

  Nearly 77% of B2B buyers found the buying process too complicated.

  With more competition than ever, it’s crucial you provide the best possible experience for them.

  That’s where your customer journey comes in.

  If you’re in the B2B space, you need to know how to map out the journey.

  By building a B2B customer journey map, you’ll be able to analyse the weak spots in the customer journey so you can improve the experience (and generate more revenue).

  In this article, we break down the B2B customer journey stages, how to build a customer journey map and how Matomo can help you track your customer journey automatically.

  What is a B2B customer journey ?

  Every customer goes through a specific path within your business.

  At some point in time, they found out about you and eventually bought your products.

  

  A B2B customer journey is the collection of touchpoints your customer has with your business from start to finish.

  From discovery to purchase (and more), your customers go through a specific set of touches you can track. By analysing this journey, you can get a snapshot of your user experience.

  One way to track the customer journey is with a B2B customer journey map.

  It helps you to quickly see the different steps your customers take in their path with your business.

  With it, you can quickly identify weak spots and successes to improve the customer journey.

  5 stages of the B2B customer journey

  Every one of your customers is unique. Their specific needs and their journey.

  It’s all different.

  But, there are crucial steps they take through their journey as your customer.

  It’s the same path your entire customer base takes.

  Here are the five stages of the B2B customer journey (and why you should track them) :

  

  1. Awareness

  Awareness is the first stage that every B2B buyer goes through when they start their journey in B2B companies as a customer.

  At this stage, your target buyer understands they have a problem they need solving. They’re out, actively trying to solve this problem. 

  This is where you can stand out from the competition and give them a good first impression.

  Some helpful content you could create to do this is :

  • Blog posts
  • Social media posts
  • Ebooks
  • Whitepapers

  2. Consideration

  Next up, your buyer persona has an awareness of your company. But, now they’ve started narrowing down their options for potential businesses they’re interested in.

  They’ve selected yours as a potential business to hand their hard-earned cash over to, but they’re still making up their mind.

  At this point, you need to do what you can to clear up any objections and doubts in their mind and make them trust you.

  Some helpful content you could create here include :

  • Product demos by your sales team
  • Webinars
  • Case studies

  3. Conversion

  Next up, your target buyer has compared all their options and decided on you as the chosen product/company.

  This is where the purchase decision is made — when the B2B buyer actually signs or clicks “buy.”

  Here, you’ll want to provide more :

  • Case studies
  • Live demos
  • Customer service
  • Customer reviews/testimonials

  4. Loyalty

  Your B2B buyer is now a customer. But, not all customers return. The majority will slip away after the first purchase. If you want them to return, you need to fuel the relationship and nurture them even more.

  You’ll want to shift your efforts to nurturing the relationship with a post-purchase strategy where you build on that trust, seek customer feedback to prove high customer satisfaction and reward their loyalty.

  Some content you may want to create here includes :

  • Thank you emails
  • Follow-up emails
  • Follow-up calls
  • Product how-tos
  • Reward program
  • Surveys

  5. Advocacy

  The final stage of the B2B customer journey map is advocacy.

  This is the stage beyond loyalty where your customers aren’t just coming back for more ; they’re actively telling others about you.

  This is the cream of the crop when it comes to the B2B buyer stages, and it happens when you exceed customer expectations repeatedly.

  Your goal should be to eventually get all of your customers to this stage. Because then, they’re doing free marketing for you.

  This is only possible when a customer receives enough positive B2B customer experiences with your company where the value they’ve received far exceeds what they perceived they have given.

  Here are a few pieces of content you can create to fuel advocacy :

  • Surveys
  • Testimonial requests
  • Referral program

  Difference between B2C and B2B customer journeys

  Every person on earth who buys something enters the customer journey.

  But, not all customer journeys are created equal.

  This is especially true when you compare the B2C and B2B customer journeys.

  While there are similarities, the business-to-consumer (B2C) journey has clear differences compared to the business-to-business (B2B) journey.

  

  The most obvious difference between the two journeys is that B2B customer journeys are far more complex. 

  Not only are these two companies selling to different audiences, but they also have to deploy a completely different set of strategies to lead their customers down the path as far as they can go.

  While the journey structures are similar (from awareness to advocacy), there are differing motivating behaviours.

  Here’s a table showing the difference between B2C and B2B in the customer journey :

  Different Factors	B2B	B2C
  Target audience	Smaller, industry more important	Larger, general consumer
  Buyer	Multiple decision-makers	One decision-maker
  Buying decision	Based on needs of the organisation with multiple stakeholders	Based on an individual’s pain points
  Buying process	Multiple steps	Single step
  Customer retention	Organisational needs and ROI-based	Individual emotional factors
  Repeat sales driver	Deep relationship	Repetition, attention-based

  Step-by-step guide to building a B2B customer journey map

  Now that you’ve got a basic understanding of the typical B2B customer journey, it’s time to build out your map so you can create a visual representation of the journey.

  

  Here are six steps you need to take to craft an effective B2B customer journey map in your business :

  1. Identify your target audience (and different segments)

  The first step in customer journey mapping is to look at your target audience.

  You need to understand who they are and what different segments make up your audience.

  You need to look at the different roles each person plays within the journey.

  Unlike B2C, you’re not usually dealing with a single person. You likely have a few decision-makers you need to interact with to close a deal.

  The average B2B deal involves 6 to 10 people.

  Analyse the different roles and responsibilities of your audience.

  Figure out what requirements they need to onboard you. Understand each person’s level of influence in the buying decision.

  2. Determine your customers’ goals

  Now that you have a clear understanding of each person involved in the buying process, it’s time to analyse their unique needs and goals.

  Unlike B2C, which will include a single person with a single set of needs and goals, you have to look at several people through the decision-making process.

  What is every decision-maker’s goal ?

  An entry-level admin will have much different goals than a CEO.

  Understand each of their needs as it will be key to selling them and taking you to the next person in the chain of command.

  3. Lean on data and analytics

  Now it’s time to analyse your data.

  You don’t want to guess what will work on your B2B buyers. Instead, leverage data that proves what’s working (and what’s not).

  Analytics software like Matomo are crucial tools in your B2B customer journey toolkit.

  Matomo can help you make data-driven decisions to fuel customer acquisition and loyalty to help get more customers all the way to the advocacy stage.

  Using Matomo (which analyses and interprets different data sources) can give you a holistic view of what’s going on at each stage of the journey so you can reach your goals.

  Try Matomo for Free

  Get the web insights you need, without compromising data accuracy.

  Start for free

  No credit card required

  4. Draw out customer journey stages

  Now that you have your data-backed plan, it’s time for some customer journey mapping.

  You can do this on paper or use a diagram tool to create a visual B2B customer journey map.

  Here, you’ll draw out every single stage in your customer journey, including every single touchpoint from different decision-makers.

  5. Determine each customer touchpoint

  Once you’ve drawn up the customer journey stages, you’ll have a key list of B2B customer journey touchpoints to implement.

  Write down every single customer interaction possible on the journey through.

  This could be reading an email, a blog post or watching a video on your home page.

  It could be an advertisement, a phone call or a follow-up email.

  It could even be a live demo or video sales call (meeting).

  6. Identify your own goals

  Now that you’ve got your visual B2B customer journey mapping done, it’s time to go back to you and your company.

  What are your goals ?

  What are the end results you’re looking for here ?

  You’ve got your current map in place. Now, how would you like customers to go through this journey ?

  Where would you like them to end up ?

  Look back at your company’s primary objectives if you’re stuck here.

  If your company is looking to increase profit margins, then maybe you want to focus more on retention, so you’re spending less on acquisition (and leaning more on recurring revenue from existing customers).

  How to create a Matomo funnel to track your B2B customer journey

  If you want to start tracking and optimising your B2B customer journey, you need to have a good grasp on your funnel.

  The reality is that your customer journey is your funnel.

  They’re one and the same.

  Your customer journeys through your sales funnel.

  So, if you want to optimise it, then you need to see what’s going on at each stage of your funnel.

  

  With Matomo, you can map out your entire funnel and track key events like conversions.

  This allows you to identify where your site visitors are having problems, where they’re exiting and other obstacles they’re facing on their journey through.

  To start, you first define what events or touchpoints you want included. This could mean :

  • Landing on your website
  • Visiting a product page
  • Adding something to cart
  • Going to checkout
  • Clicking “buy”

  Then, at each stage, you’ll see conversion rates.

  For example, if only 3% of your visitors go from landing on your website to the product page, you likely have an issue between your homepage (and other pages) and your product pages.

  Or, if you can get people to add to cart, but you rarely get people going to checkout, there’s likely a problem to fix on your add-to-cart page.

  By leveraging Matomo’s funnels feature, you get to see your entire customer journey (and where people are falling off) so you understand what you need to optimise to grow your business.

  If you’re ready to start building and optimising your customer journey today, then try Matomo for free for 21 days.

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