All too often a business website doesn’t capture the most crucial piece of information necessary from an online form on their company website.The missing piece of data is simply this: which search engine and search phrase did the visitor use prior to submitting the form?
To give you an example, your form result should look something like this when it comes in:
First Name: Jill
Last Name: Doe
Company: Crane Inc
Referring Search Engine: Google
Search Phrase: small equipment manufacturers
The data in the last two lines in the example above are what the overwhelming majority of companies don’t capture — and the lack of this information causes ridiculous amounts of wasted search marketing spending!
Without these data points, the people managing your search marketing dollars are flying blind as it pertains to capturing quality traffic and leads. They continue to spend good money for buckets of dirt to find the hidden diamonds in the rough. And your inside sales team has to sift through all that dirt to find the real gems.
Probably in many of B2B markets, companies get 80% of their “quality” inquiries from 20% of their budget dollars. Without this data point, how would you go about identifying the 80% of budget waste?
The scary thing is that, in lieu of this missing data, a lot of marketers and agencies rely on some potentially dangerous and misleading metrics. Just because people click on your ad doesn’t mean it’s good. In fact, it could be a total waste of dollars.
Moving downstream just because a particular search phrase generates more competed forms than any other doesn’t mean that it’s generating more quality leads than any other.
Why don’t companies capture this data? For the most part- ignorance and not paying enough attention to the details of internet marketing.
In speaking with several webmasters and IT folks, capturing the data points illustrated above is not overly complicated, though it can be somewhat time consuming, depending on how the website was built and is being hosted.
A lot of CRM systems are starting to offer the necessary technology to capture and feed this data right into the database. (Granted, a lot of these systems are out of the reach of a lot of small- to medium-sized businesses.)
Correcting the Problem
The business requirements to fix this problem are simple. Email or call your webmaster or IT department with the following request:
1. Track the search engine and search phrases that the visitor used to arrive at our website.
2. Carry those values throughout the visitor’s stay at the site.
3. When that visitor completes a form on our website, pass the stored values along with the standard form information.
Easy as 1, 2, 3 right? The problem is seeing this request through to completion.
But I call on all people who are responsible for the profitability of a company — don’t lose this battle, don’t let it slip through the cracks. This is one of those defining moments that are not as glamorous as a home page redesign, or as visible as an online press release, or as “impressive” as a lead generation report. It is, however, one thing you can do to virtually ensure that dollars spent for the next several years are spent more wisely and with less waste than in the past.
Action Items
1. Don’t get lost in the overwhelming amount of data points, such as click-through rate, cost-per-click, cost-per-inquiry, hits, visits, rankings, etc. Stay focused and seek out the simple yes/no answer to the following question: Can we track the search engine and search phrase in our web forms?
2. If the answer to #1 is no, bring it to the stakeholders’ attention and seek a solution. Your options are:
a. build the functionality in house, or
b. seek a CRM solution that possesses this feature.
3. Once you’re capturing this data, make sure you’re providing it to your search marketing people in real time or on a regular basis. Hold them accountable for bringing your cost per “qualified” inquiry down by using this intelligence.
4. Ask for a raise, take the day off, and pat yourself on the back. You’re in the rarified air of those people who bucked the system, who challenged the status quo, for the betterment of the business.