What is one approach to make strategic marketing decisions with conflicting metrics?

Question

Navigating the complex landscape of strategic marketing requires wisdom from the top—so we've gathered insights from sixteen CMOs, CEOs, and other marketing leaders. From combining data with business goals to using data triangulation for clarity, explore the diverse strategies recommended for making decisions amidst conflicting metrics.

Maksym Zakharko · Answer

When there are different measures that point in different directions for strategic marketing choices, you need to use a nuanced method that combines data analysis with business sense. To get through these difficulties, here are five strategies:
Align with the most important business goals – Pay attention to measures that are very close to your main business goals. For instance, Amazon often finds a balance between making money and keeping customers happy. They put customer happiness ahead of short-term costs to increase long-term trust and repeat sales.
Divide and conquer metrics – Sort metrics into groups based on how they affect the business. A company that makes home appliances discovered that most of their customers went to other stores' websites instead of their own. According to McKinsey & Company, they grew e-commerce sales by 21% by moving resources to improve their position on these platforms.
Use advanced analytics – Tools such as Marketing Mix Modeling (MMM) and Attribution Modeling can help you combine different types of data to get a full picture. One example is a foreign power company that cut its marketing costs by 10–15 percent by understanding how traditional and digital channels work together.
Use both quantitative and qualitative data together – Use both hard data and emotional observations, like customer polls and studies on the competition. This helped Zalando improve its digital beauty strategy, which led to more sales and happier customers.
Prioritize long-term metrics – Pay attention to measures that lead to long-term growth, even if they don't match up with short-term indicators. Nielsen says that many marketers struggle with ROI from individual channels, but they can achieve long-term growth by combining cross-channel data.
These strategies help marketers make choices that are in line with both short-term desires and long-term goals, even when metrics aren't agreeing with each other.

Steve O'Brien - CMgr MCMI · Answer

One effective approach to making strategic marketing decisions with conflicting metrics is to prioritize business objectives. I always try to start by identifying which metrics align most closely with the overarching goals of the business, whether that’s revenue growth, customer retention, or brand awareness.
Maintain a clear and documented methodology; then, analyzing results will be easier and provide a better understanding after the event. By focusing on the key performance indicators (KPIs) that drive the company’s primary objectives, marketing managers can cut through the noise of conflicting data and make decisions that support long-term success. This clarity allows for a more targeted strategy, even when metrics seem to be at odds.

Vlad Makarov · Answer

When faced with conflicting metrics, I find it's essential to prioritize the ones that align most with the core goals of the campaign. Metrics can often tell different stories, so the key is understanding which story matters the most to your business. For example, if you're driving tons of traffic to a landing page but your conversion rate is low, it's important to step back and look at the bigger picture. In a case like this, traffic is good, but it's not the ultimate goal—conversions are.
A real example from my experience comes to mind: We had a campaign that was generating high engagement on social media, but the actual sales weren't moving. At first, it was tempting to celebrate the engagement metrics since they were easy to see and felt like a win. But when we dug deeper, we realized the real issue was that the traffic wasn't translating into customers. We refocused our attention on optimizing the landing page, simplifying the user journey, and tweaking our call-to-action to match the behavior we were seeing. In the end, the conversions improved, and we had a much clearer view of what mattered.
One more tool that's proven invaluable in these situations is qualitative feedback. Sometimes, metrics don't give you the whole story, and numbers can only tell you so much. By reaching out directly to customers for feedback or reviewing user behavior through heatmaps, you can gain insights that reconcile the conflicting data. We once did this for a campaign that was generating a lot of traffic but had a high bounce rate. By using heatmaps and conducting brief user surveys, we discovered that visitors weren't finding the information they needed quickly enough. A few adjustments to the homepage layout, and we saw both the bounce rate drop and the time on page increase.
In short, when metrics seem to be in conflict, it's important to take a step back and not rely solely on one set of numbers. Prioritize what matters most to the business and the customer journey, and always be ready to test and optimize.

Patrick McDermott · Answer

Employ marketing mix modeling. Each marketing channel has its unique strengths and weaknesses. This is key to understanding and interpreting your marketing data. For example, a high click-through rate on an email campaign might not compare favorably to a social media campaign where engagement metrics are more relevant. Therefore, when faced with conflicting metrics, the best thing to do is to compare channel performance side by side. 
Consider the nature of each platform to identify discrepancies and where they might be coming from. You can even adjust your reporting variables to reflect the unique value that each marketing channel brings to the campaign. Your primary objective is to use data-driven information to make sound decisions that maximize return on investment.

Dionne Jayne Ricafort · Answer

In my role, I often deal with conflicting metrics in our campaigns. To manage this, I use a balanced-scorecard approach, aligning short-term performance with long-term brand goals. When immediate engagement metrics clash with brand reputation, I consider the impact on our long-term vision and choose strategies that support our cultural mission. This way, our decisions are both data-driven and mission-aligned, helping us maintain integrity while adapting to market changes. By balancing metrics with our core values, we make strategic decisions that support growth and brand authenticity.

Damien Vieille · Answer

Marketers can ensure they make smart, strategic decisions when faced with conflicting metrics by using Root Cause Analysis (RCA). This process is designed to identify the underlying causes of problems so that solutions can be developed which target those root causes rather than just their symptoms.
For example, imagine your organization's booth received high foot traffic during a trade show, but conversion rates were low. RCA could help identify the reason for this discrepancy and develop a plan to improve. To do so, you would first brainstorm hypotheses, then conduct tests to validate them. Perhaps your staff were not welcoming, or your lead capture process was not user-friendly. To research this, you could conduct surveys with visitors who interacted with your booth to ask about their experience. Then your final strategy could involve retraining employees or making the lead capture process simpler.
RCA provides an excellent step-by-step approach for handling conflicting metrics. By gaining a clear understanding of why the metrics conflict, we can use that knowledge to develop more informed strategies and make better marketing decisions.

Daniel Nyquist · Answer

In my experience, the best way to navigate conflicting metrics and make strategic marketing decisions is to go back to your core customer. Focus on the key needs and priorities of your target audience.
For example, several years ago our company was debating whether to invest in improving our mobile app experience or double down on email marketing. The metrics were split, and the team couldn't agree. We decided to survey a sample of our most engaged customers to understand what really mattered to them. It turned out that ease of use and a simple mobile experience were far more important. We shifted our strategy and investments accordingly. It was the right choice—our mobile conversions and retention spiked soon after.

Jörg Dennis Krüger · Answer

When faced with conflicting metrics in strategic marketing, focusing on conversion optimization through structured A/B testing can provide clarity. For instance, I once worked with an e-commerce client where sales data showed a rise in overall revenue, but customer feedback indicated dissatisfaction with the user experience. By implementing A/B testing on different website layouts, we were able to pinpoint which design elements positively impacted both user satisfaction and conversion rates.
In this case, the tests revealed that simplifying the checkout process led to a 15% increase in completed transactions and improved user feedback. By using A/B testing, we could directly compare the performance of different strategies and make informed decisions that aligned with both quantitative metrics and qualitative feedback. This approach not only reconciled conflicting data but also optimized the overall customer journey.

Shreya Jha · Answer

One effective approach to making strategic marketing decisions when faced with conflicting metrics is to prioritize customer insights and feedback. Start by identifying the key metrics that matter most to your target audience and align with your overall business objectives. 
Next, gather qualitative data through surveys, interviews, or social media listening to understand customer preferences and pain points. This will help you see beyond the numbers and get a clearer picture of what truly resonates with your audience.
By combining quantitative data with qualitative insights, you can make more informed decisions that balance different metrics. This approach allows you to focus on strategies that enhance customer satisfaction and drive long-term success, even when the metrics seem at odds.

Rebecca Fernandez · Answer

Clearly defining your primary marketing goal is critical to making strategic decisions. For example, if you aim to both reduce lead costs and increase revenue, you may face a trade-off. While lowering lead costs can be tempting, it might negatively affect your revenue. To resolve this, determine whether revenue growth is your primary objective and reducing lead cost is secondary, or vice versa. Once your priorities are clear, you can make decisions that drive your primary goal first, then optimize your campaign for secondary objectives through testing and adjustments.

Alex Milner · Answer

One of the most important elements is understanding the priority list for the metrics if they're conflicting. Which metric will bring more results to your brand, or make you want to spend more effort/money/etc., here if you achieve access with that metric?
From here, once you've decided which metric that would be, then you can make this your primary metric and the other your secondary metric. You optimize and track all the elements of the primary metric; then, if you can also gain success with the secondary metric, this is a success too.

Khanh Tran · Answer

I often encounter marketing metrics that seem to contradict each other. This can complicate decision-making, but one approach I've found helpful is to eliminate any missing data points and create a standardized format. This helps in giving a clear view of different metrics at the same level.
For example, if you're comparing the results of an email campaign and a social media campaign, make sure both sets of data are in the same format. This could mean looking at the click-through rate or the conversion rate for both, rather than trying to compare different metrics.
Once your data is standardized, it becomes easier to make strategic decisions. You'll be able to see which actions are driving the best results and make informed decisions about where to focus your efforts.

Tomasz Borys · Answer

One effective approach is to prioritize your key performance indicators (KPIs) based on your long-term business objectives. Rather than getting lost in the noise of every metric, identify which KPIs align most closely with your strategic goals. For instance, if your primary goal is to increase revenue, focus on metrics like customer acquisition cost (CAC) and return on investment (ROI) rather than vanity metrics such as likes and shares.
My best tip is to implement a tiered decision-making framework. Start by categorizing your metrics into three tiers: Primary, Secondary, and Tertiary. Primary metrics should directly relate to your main business objectives, Secondary metrics should support them, and Tertiary metrics should provide additional context. 
When faced with conflicting data, prioritize decisions based on Primary metrics while using Secondary and Tertiary metrics to fine-tune your strategy. This hierarchical approach ensures that your marketing decisions are always aligned with your core business goals, driving sustainable growth and minimizing the risks associated with conflicting metrics.

Janelle Warner · Answer

As an expert in strategic marketing, I've learned that when metrics conflict, it's crucial to take a step back and understand the “why” behind each data point. Rather than jumping to conclusions, thoughtfully analyze what story the numbers are telling. 
For example, we may see lower conversion rates but higher average order values. That could signal we're attracting high-intent yet price-insensitive shoppers. Or it could mean our targeting has drifted upmarket while neglecting our core customer base. We need to dig deeper to know which actions to take.
The key is avoiding knee-jerk reactions to metrics in isolation. By contextualizing data and recognizing inherent trade-offs, we can make informed choices that align with our overall business strategy. With patience and perspective, even conflicting metrics can provide insights to guide smarter marketing. The path forward reveals itself when we make the effort to understand what our data is trying to tell us.

Kamil Jakubczyk · Answer

When faced with conflicting metrics, I always like to focus on the long-term impact.
We may want quick wins to boost our egos, but our ultimate goal is to help the organization and its stakeholders thrive for years.
I always try to assess the impact of each conflicting metric on the big-picture strategy. Then, I follow the one that aligns more with our 5-year plan.

Radha Thakare · Answer

When dealing with conflicting metrics, my approach is to use data triangulation. This means examining different pieces of data to get a clear picture. When metrics don’t align, I look at different types of data, such as conversion rates, user feedback, and engagement metrics. For example, when I see high website traffic but low conversions, I prefer to check additional metrics like user behavior analytics and heatmaps. These tools help me identify if there’s something wrong with the website’s layout or if the content is irrelevant.
Also, make sure to connect metrics with your business goals. I focus on what impacts our key performance indicators (KPIs). This way, even if some metrics conflict, our decisions will still be based on what drives our business forward. In short, using different data sources and linking them to key goals has helped us sort out conflicting metrics and make smarter marketing decisions, and it can help you, too.

How Do You Make Strategic Marketing Decisions With Conflicting Metrics?

Table of Contents

How Do You Make Strategic Marketing Decisions With Conflicting Metrics?

Combine Data with Business Goals

Prioritize Business Objectives

Align Metrics with Campaign Goals

Compare Channel Performance Side by Side

Balance Scorecard with Brand Goals

Conduct Root Cause Analysis

Focus on Core Customer Needs

Clarify with A/B Testing

Integrate Customer Insights and Feedback

Define Primary Marketing Goal

Establish Metric Priorities

Standardize Data Formats

Implement a Tiered Decision Framework

Analyze the Story Behind Metrics

Assess Long-Term Strategic Impact

Use Data Triangulation for Clarity

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