Digital Marketing Strategy P
lanning Template
Begin planning your marketing strategy using the RACE Framework
Part of the Digital Marketing Strategy and Planning Toolkit
Template
Digital strategy for omnichannel marketing success
Transformation for rapid and sustainable growth
Demand generation
and purchase intent
Repeat
Customer
Loyal
Customer
Lapsed
Customer
1st
Purchase
Indecisive Customer
REACH ACT CONVERT ENGAGE
Instore and Oʻline
Online
Instore and Online
Phone and Online
Sponsorship
Television
Radio
Print
Events
Search PPC
SEO
Content Marketing
Pop Up Stores
Social Media
Influencer Outreach
Google Shopping
Aliliates
CRO
Remarketing
Merchandising
Marketing Automation
Community
Personalized
Loyalty
Program
1st Class
Customer
Service
Social
Customer
Service
Re-engage Email
Program
Omnichannel
Campaigns
Messenger
Bots
Click +
Collect
Customer Interactions and Value
Time
Letʼs highlight a few key areas:
The challenge to implement a fully integrated marketing approach is more crucial than ever before.
With customers choosing brands whose messaging, marketing and values go beyond the product, the need to rapidly
transform your marketing efforts digitally, is critical to ongoing engagement and success.
Customer expectations of value are more complex than ever. As
well as generally being better informed, they want a connection
with brands that goes beyond quality products and competitive
pricing
Emerging technologies are making it easier to cater to
customer needs and create opportunities in both B2B and
B2C environments
Engagement initiatives require consistent effort over time. The
ability to adapt to shifts in consumer and channel preferences
while remaining relevant is critical
Targeted audience research is needed to reveal who your
customers are, how they behave, and what platforms they
prefer to use
Integrating marketing automation into your digital marketing
strategies is the key to consistent and reliable growth
So, where do you start?
The key to success is using a proven digital marketing
growth process to leverage your specific knowledge of
your industry to make the most of new and emerging
technologies while consistently proving to customers
that what you say is what you do.
Achieving digital marketing success in crowded marketplaces starts with a goal-driven, data-
fueled digital marketing plan. Our scalable, principle based approach gives you the framework
you need to achieve your digital marketing goals - whether working alone or within larger teams.
Read on to get started with your journey.
INTRODUCTION
How to use this RACE Framework planning template
Aims of this template
This template will help you rapidly review and present a simple digital marketing
strategy. It is based on the Smart Insights RACE Framework and six pillars of digital
marketing success which ensures complete and comprehensive coverage of all
the marketing activities needed to increase leads and sales across the customer
lifecycle.
How to use this template
For each of the six pillars, you will be presented with a number of questions about
your current digital marketing activities.
Use the checkboxes to quickly identify those activities that are in place.
Next, review the unchecked boxes and fill in the corresponding area of the table
with the actions required in priority order, where possible.
Turning your plan into action with Smart Insights resources
This template will give you a good starting point. To fully implement your plan we
will highlight specific Smart Insights resources to support action across all the
essential activities.
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THE SIX PILLARS OF EFFECTIVE DIGITAL MARKETING
Planning and
Governance
Goals and
Measurement
Media Content Experience
Conversational
Messaging
• Strategic initiatives
Marketing integration
Digital transformation
• Business and revenue
models
• Budgets and ROI
• Systems, structures and
processes
• Resources and skills
Marketing technology
Forecasts
Digital KPIs
Digital dashboards
Customer profiles
• Attribution
Paid media
Owned media
Earned media
Oline/online
integration
• Always-on and
campaign investment
Content marketing
strategy
Top-of-funnel (TOFU)
Middle-of-funnel (MOFU)
Bottom-of-funnel
(BOFU)
Website customer
journeys
Landing pages
• Multichannel path to
purchase
Conversion Rate
Optimization
Personalization
Email marketing
Mobile messaging
Human-assisted
chat
• Automation and
CRM
The six pillars simplify digital marketing complexity from hundreds of tools and communications that could potentially be used.
Our research shows that many people invest time and money without a plan, goals or measurement.
Our six pillars highlight the key investment areas that every organization, regardless of size or sector, needs to consider when they are developing
their plans and priorities for interacting with and selling to consumers or businesses online.
We recommend that you review these success factors across each part of the RACE Framework which you will be guided though in this
template.
THE SIX PILLARS OF EFFECTIVE DIGITAL MARKETING
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Competition is fierce online. To win you need to Plan, Manage and Optimize
digital channels against defined targets, SMART KPIs and a focused
investment in content marketing, digital media and experiences. We believe
an integrated digital strategy is essential to define new Segmentation,
Targeting and Positioning for your online value propositions.
The Smart Insights RACE Planning System
Build an agile, strategic approach to digital marketing
Invest in always-on and campaign activity including organic and paid
search, social media, PR, display and influencer marketing
BUYER STAGE:
EXPLORATION
Be worth finding using clear persona customer journeys and a
content hub that is relevant, inspirational, useful and creates leads
BUYER STAGE:
DECISION MAKING
Persuasion marketing using CRO, marketing automation and retargeting
to ensure contextual relevance, brand trust and value drives conversion
BUYER STAGE:
PURCHASE
Thrilled customers are key to social media marketing, social proof, repeat
sales and referral. Ensure you research your customer loyalty drivers!
BUYER STAGE:
ADVOCACY
Audience volume
Audience quality
Audience value and cost
KEY MEASURES
Leads/Lead conversion rate
Time on site
Subscribers, Likes and Shares
KEY MEASURES
Sales (on and oline influence)
Revenue/Profit
Conversion and Order Value
KEY MEASURES
Repeat Purchase (Lifetime Value)
Brand satisfaction and Loyalty
Advocacy
KEY MEASURES
The Smart Insights RACE Planning System
The Smart Insights RACE Framework
Key performance measures:
Situation review (current output) | Set goals and objectives | Define prioritized strategy
Success factors and deliverables for this planning stage:
Quantified opportunities based on benchmarking competitor activity
Clearly defined goals and objectives
A data-driven process through customized analytics and KPI dashboards
A defined strategy with prioritized investments in digital marketing
Defined customer personas and online value propositions
Plan: Define your strategy
To create an eective digital marketing
strategy, you must first have a good idea
of what you’re currently doing, as well as
your strengths and weaknesses.
It’s also important to understand the
market and your competitors’ activities.
This will help highlight areas to focus on
and enables you to create actionable,
measurable goals.
Action points:
Identify all your current digital marketing
activities.
Work out your strengths, weaknesses,
opportunities and threats. The SWOT/
TOWS frameworks are useful for this.
Outline goals and objectives and make
sure they’re Specific, Measurable,
Attainable, Relevant and Timely (SMART).
Understand who you are marketing to,
their needs, wants and expectations
PLAN
T
ake the next steps and turn your plan into action
Read our free Guide to Digital marketing success using the RACE Framework
This explains the five key activities to include within your plan to improve performance
from your Plan Activities and gives examples of digital marketing techniques included in
this template
ACCESS NOW
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l
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Competition is fierce online. To win you need to Plan, Manage and Optimize
digital channels against defined targets, SMART KPIs and a focused
investment in content marketing, digital media and experiences. We believe
an integrated digital strategy is essential to define new Segmentation,
Targeting and Positioning for your online value propositions.
The Smart Insights RACE Planning System
Build an agile, strategic approach to digital marketing
Invest in always-on and campaign activity including organic and paid
search, social media, PR, display and influencer marketing
BUYER STAGE:
EXPLORATION
Be worth finding using clear persona customer journeys and a
content hub that is relevant, inspirational, useful and creates leads
BUYER STAGE:
DECISION MAKING
Persuasion marketing using CRO, marketing automation and retargeting
to ensure contextual relevance, brand trust and value drives conversion
BUYER STAGE:
PURCHASE
Thrilled customers are key to social media marketing, social proof, repeat
sales and referral. Ensure you research your customer loyalty drivers!
BUYER STAGE:
ADVOCACY
Audience volume
Audience quality
Audience value and cost
KEY MEASURES
Leads/Lead conversion rate
Time on site
Subscribers, Likes and Shares
KEY MEASURES
Sales (on and o line -influence)
Revenue/Profit
Conversion and Order Value
KEY MEASURES
Repeat Purchase (Lifetime Value)
Brand satisfaction and Loyalty
Advocacy
KEY MEASURES
PLAN
6 Pillars of Digital Success Audit of current capabilities
Check the box for the activities you have in place.
Strategic initiatives and actions
For the boxes that are unchecked, write your planned action in the
space below
1. Planning and governance
Have you audited your current digital marketing activity?
Do you have a digital transformation change management plan? Do
you have a defined customer acquisition plan?*
Have you defined your online value proposition?
Do you have prioritized investment for digital marketing activities?
2. Goals and measurement
Have you developed SMART objectives that align with your forecast
commercial contribution from digital channels?
Have your Google Analytics goals, events and dimensions been
customized?
Do you have a digital performance review dashboard in place?
3. Media
Have you reviewed your digital media effectiveness?
Have you assessed your internal media creation capability?
Do you have a budget for external media creation?
Do you have an established media quality assurance process?
4. Content
Have you assessed your content marketing eectiveness and ROI?
Do you have a defined content marketing strategy?
5. Experience
Have you benchmarked your website for usability and customer journey
effectiveness?
Do you have a defined plan for structured testing of your website?
Do you have a CRO/personalization plan? *
6. Conversational messaging
Have you planned your customer segmentation and targeting
strategies?
Do you have a defined customer engagement plan? *
Do you have a plan for automated response technologies?*
* Most needed in larger businesses
Reach: Grow your audience
Reach involves building awareness of
your brand, products, and services on
other websites and in oline media to
build traic to dierent web presences
like your main site, microsites or social
media pa
ges.
It involves maximizing reach using
continuous inbound communications
and planned campaigns to create
multiple interactions using dierent
paid, owned and earned media
touchpoints.
Action points:
Perform keyword research to find areas
of strength and opportunity - both paid
and organic.
Define your key brand messages,
focussing on growing audience
awareness, familiarity and purchase
intent.
Create segments and goals in Google
Analytics.
Success factors and deliverables for this planning stage:
A clear picture of how your digital media channels collectively perform
Standard campaign tracking and attribution for reviewing performance
A gap analysis for target keywords based on dierent consumer search types to
show opportunities for organic and paid search
A social media campaign plan to promote the right content to the right people and
work with relevant influencers
A paid and display media budget and schedule defining investments to reach your
audience
Key performance measures:
Audience volume | Audience quality | Audience value and cost
REACH
ACCESS NOW
Take the next steps and turn your plan into action
Read our free Guide to Digital marketing success using the RACE Framework
This explains the five key activities to include within your plan to improve performance
from your Reach Activities and gives examples of digital marketing techniques included in
this template
REACH
6 Pillars of Digital Success Audit of current capabilities
Check the box for the activities you have in place.
Strategic initiatives and actions
For the boxes that are unchecked, write your planned action in the
space below
1. Planning and governance
Have you created an acquisition budget and plan?
Have you defined your key brand messages, focussing on growing
audience awareness, familiarity and purchase intent?
Have you performed keyword research to find areas of strength and
opportunity - both paid and organic?
2. Goals and measurement
Do you have a conversion-based forecast model for media ROI? *
Has a keyphrase gap analysis been created? *
Have you created segments and goals in Google Analytics?
3. Media
Is you organic and paid search strategy (inc Ads display network) defined?
Have you reviewed your paid media prospecting options (e.g. paid social
and programmatic)?
Has the partner and influencer marketing potential been explored?
4. Content
Is your TOFU content optimized and attracting visits through organic
search social media?
Does your content address your audience's needs b
etter than the
competition?
5. Experience
Is your technical SEO and organic social sharing integrated into the site to
eectively attract inbound visits?
Has your website been speed benchmarked to be eective on mobile?
6. Conversational messaging
Has investment been made in permission-based publisher/event
organizer email campaigns?
Are you co-mar
keting with complementary list owners using email
marketing?
Are you using social selling, outreach and account-based marketing
for ABM? *
* Most needed in larger businesses
ACT
ACCESS NOW
Success factors and deliverables for this planning stage:
Identified website improvements to make customer journeys more eicient
Optimized landing pages and content hub to maximize conversion to lead
Clearly defined lead scoring based on customer personas, relevance to your
business/service and level of buying intent
A budgeted content marketing strategy to support acquisition
An editorial calendar and campaign plans
Key performance measures:
Leads | Dwell time | Shares/comments/likes
Act: Prompt interactions,
subscribers and leads
Act is aimed encouraging interactions to
generate leads. Rather than immediately
focussing on conversion, you need to
inspire interactions with your content
and social media profiles.
You can then create a plan that will
persuade site visitors to take the next
step on their buying journey.
Action points:
Review existing landing pages
qualitatively and quantitatively
(analytics and user benefit).
Decide which customer actions make
them a valuable lead.
Identify key ‘moments’ to encourage
signups.
Take the next steps and turn your plan into action
Read our free Guide to Digital marketing success using the RACE Framework
This explains the five key activities to include within your plan to improve performance
from your Act Activities and gives examples of digital marketing techniques included in
this template
ACT
6 Pillars of Digital Success Audit of current capabilities
Check the box for the activities you have in place.
Strategic initiatives and actions
For the boxes that are unchecked, write your planned action in the
space below
1. Planning and governance
Do you have a defined content marketing strategy?
Have your interactions with customers been mapped across the
entire path-to-purchase?
2. Goals and measurement
Do you have a method of measuring the conversion rate for dierent
types of leads or subscribers?
Do you have a method of assessing the quality of visitors to your website
(e.g. lead profiling and grading)?
3. Media
Have you reviewed the percentage of interaction across desktop and
mobile devices and the customer journey eectiveness?
Do you have ad retargeting in place to generate leads (B2B and high-
value)?
4. Content
Is your MOFU content optimized and generating leads based
on preferences?
Is your content perceived as credible and trustworthy?
Do
es your content put your audience's needs first?
5. Experience
Are your landing pages optimized for generating leads (CRO)?
Do you profile for relevant nurturing (e.g. lead scoring and grading
for B2B)? *
6. Conversational messaging
Are your targeted, branded welcome email sequences sent to new
leads?
Is your chat or community used to encourage prospect interaction?
Is your chatbot system effective in meeting the needs of your audience?
* Most needed in larger businesses
Convert: Achieve sales online or
oline
This is the conversion from lead to sale. It
focuses on getting your audience to take
that vital next step which turns them
into paying customers.
It’s important to remember that
payment can be made through online
e-commerce transactions or oline
channels.
Action points:
Identify conversion funnels and paths to
purchase.
Understand what level of personalization
can be achieved with your current
resource.
Establish a communication process
between your marketing and
development teams.
Success factors and deliverables for this planning stage:
Eective email and ad nurture and retargeting process
A plan to implement personalization elements to your site based on customer
behaviour
A website that is fully optimized for mobile browsing
A multichannel marketing plan that lets customers reach you through dierent
ʻconversation marketingʼ options such as email, LiveChat, and product demos
A list of key pages to be optimized through AB testing
Key performance measures:
Sales (on and offlin -influence) | Revenue/profit | Average order value
CONVERT
ACCESS NOW
Take the next steps and turn your plan into action
Read our free Guide to Digital marketing success using the RACE Framework
This explains the five key activities to include within your plan to improve performance
from your Convert Activities and gives examples of digital marketing techniques included
in this template
CONVERT
6 Pillars of Digital Success Audit of current capabilities
Check the box for the activities you have in place.
Strategic initiatives and actions
For the boxes that are unchecked, write your planned action in the
space below
1. Planning and governance
Do you have a structured testing plan in place?
Have you defined your CRO or personalization plan? *
Is your testing regular?
Does your current digital marketing activity support
offline conversions by the sales team?
2. Goals and measurement
Is Google Analytics e-commerce tracking relevant for your business?
Do you use attribution to review digital channel performance? *
Is the influence of digital channels for prompting oline sales
understood?
3. Media
Are you investing sufficiently in Google Ads and paid social
retargeting?
Can you attribute conversions to individual media types?
4. Content
Is your BOFU content optimized and developed to match preferences that
nurture on the path-to-purchase?
Does your structured testing programme for CRO support growth?
5. Experience
Are your basket and checkout processes effective and efficient
(
E-commerce businesses)?
Is multichannel selling used to support conversion (Non e-commerce)?
Is your personalization effective for return visitors and customers?
Do you have a seamless conversion journey?
6. Conversational messaging
Do you have an automated email nurture sequence?
Is site personalization in place and optimized, possibly including
artificial intelligence?
Are you using digital sales assist (e.g. online demonstrations, sales calls
and webinars)?
* Most needed in larger businesses
ENGAGE
ACCESS NOW
Success factors and deliverables for this planning stage:
A welcome sequence for onboarding new customers
A list of website elements that promote customer engagement and loyalty
A refined customer service process to deal with queries through multiple channels
Email marketing campaigns designed to keep customers interacting with your site
and your products.
A social media plan that amplifies the human element behind people who have
already bought from you.
Key performance measures:
Repeat purchase (lifetime value) | Satisfaction and loyalty | Advocacy
Engage: Encourage repeat
business
Customers are great, but repeat
custome
rs are even better. Now you
need to keep adding value to your brand
experience so that buyers become brand
advocates.
This can be achieved through post-sale
nurturing, such as storytelling, case
studies and engaging social content.
Action points:
Outline your onboarding process using
email and online messaging
Establish your multi-channel customer
service process
Identify post-sale customer data for
areas you can use in remarketing
communications
Take the next steps and turn your plan into action
Read our free Guide to Digital marketing success using the RACE Framework
This explains the five key activities to include within your plan to improve performance
from your Engage Activities and gives examples of digital marketing techniques included
in this template
ENGAGE
6 Pillars of Digital Success Audit of current capabilities
Check the box for the activities you have in place.
Strategic initiatives and actions
For the boxes that are unchecked, write your planned action in
the space below
1. Planning and governance
Have you conducted customer research focusing on digital channel
eectiveness? *
Do you have a 90-day planning process for implementing your email contact
strategy including ʻalways-onʼ and campaign activity?
2. Goals and measurement
Are the custom dimensions set in Google Analytics used to track returning
customers? *
Is customer or email subscriber engagement tracked?
Are your customers profiled for characteristics, value and preferences?
Do you assess customer satisfaction with digital channels and loyalty drivers?
3. Media
Has your use of customer lists in Google Ads and paid social been reviewed?
Have you reviewed and optimized your Google Ads brand campaigns?
Is your organic social media amplification eective for acquisition?
4. Content
Is your ROFU content optimized and have a retention focus for existing
customers?
Is your personalization eective for return visitors and customers?
Is your customer support and care content eective (e.g. FAQs and knowledge-
bases)?
5. Experience
Is your on-boarding process eective for new customers?
Is the customer journey for returning visitors and customers eective?
Have loyalty drivers been researched to identify barriers to repeat purchase?
6. Conversational messaging
Have you reviewed the email and website or mobile app you use for customer
on-boarding for eff ctiveness?
Are your customer newsletters targeted and optimized?
Are you using targeted customer email communications?
Are you using a customer communications preference centre and privacy
options? *
Are you effectively using social media to develop customer communities? *
* Most needed in larger businesses
Identify the opportunity
Plan your strategy
Use our Reach, Act, Convert, Engage (RACE)
system to plan your perfect strategy.
Upskill your team
Implement, launch and monitor
Ready
to improve
further?
1
Set your goals,
create your strategy,
grow your business.
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Our Capability Grader
is linked to a set of
recommended
resources that are a
starting point for
creating your strategy
based on business
readiness
Use our integrated best practice
guides, Learning Paths and Quick
Wins to drive performance and
improve ROI
Choose the area you want to
improve from our 20 toolkits,
and see how your business
currently rates using our
online Capability Grader.
Get your team up to speed quickly
with interactive online learning
modules and integrated templates
Ready to start creating your RACE winning strategy?
You have identified key areas for improvement and now you need to create a digital
strategy, organize your activities, and put your plan into action.
Thas where the RACE Growth Process comes in.
Whether you need to refine your personas, start using a new social media platform or
review your SEO activities against current best practice, weʼve got you covered.
Smart Insights offers digital learning modules, guides, and templates across all
channels of digital marketing. With business membership, youʼll be able to take
action directly and see results sooner.
Take the next step toward a winning marketing strategy
Business Growth
Grow your business by learning and applying
up-to-date best practice and the latest
marketing techniques.
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to learn anytime and anywhere, by combining
training with application.
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Identify the opportunity
Plan your strategy
Use our Reach, Act, Convert, Engage (RACE)
Framework to plan your perfect strategy.
Upskill your team
Implement, launch and monitor
Ready
to improve
further?
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Set your goals,
create your strategy,
grow your business.
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Our Capability Grader
is linked to a set of
recommended
resources that are a
starting point for
creating your strategy
based on business
readiness
Use our integrated best practice
guides, Learning Paths and Quick
Wins to drive performance and
improve ROI
Choose the area you want to
improve from our 20 toolkits,
and see how your business
currently rates using our
online Capability Grader.
Get your team up to speed quickly
with interactive online learning
modules and integrated templates
HOW DOES THE RACE GROWTH PROCESS WORK?
Common business challenges
“We can’t keep up with our competitors.
Far from ‘use once and forget’ - our toolkits are updated on a consistent basis to
ensure they feature the latest methods and implementation strategies for you to use
- before your competitors do For our members they’re a trusted companion, keeping
them ahead of their competition.
“We don’t have an integrated marketing strategy”
We’ll show you how to take a structured approach using our RACE multichannel
marketing system. The end result is a clear, defined strategy with clear KPIs and
dashboards allowing you to control spend and measure return on investment.
“My team lacks the skills to make this a success.
Digital marketing is complex, and using the latest methods can be diicult.
That’s why Business membership includes e-learning for your whole team.
Our members use it to monitor their team’s progress, discover (and fill) skills
gaps and see improvement over time.
Five reasons you need Business membership
1. We’ll help you GROW your brand, your business and your marketing skills
Our resources and advice highlight strategy techniques, best practice tips and real-
life examples to reduce the guesswork involved in digital marketing.
2. We’ll help you PLAN more eectively and eiciently.
With our templates, youll be able to quickly create digital marketing plans and
budgets.
3. We’ll show you how to TAKE CONTROL.
Our RACE system, templates and budget spreadsheets will give you the tools you
need to plan, manage and optimize your marketing activities across all your digital
and oline channels.
4. We’ll save you precious TIME.
Time is a commodity that always in short supply, so it’s important to have a one-
stop-shop for curated digital marketing advice and learning and improvement
resources.
5. We’ll save you MONEY.
With our best practice advice, you and your team will get it right first time and
avoid costly mistakes. We’ll show you how to use analytics and KPIs to identify
ineiciences and highlight growth opportunities.
WHY DO BUSINESSES JOIN SMART INSIGHTS?
Book your free dem
onstration today: https://bit.ly/3nIUL83
We’re proud to be able to say
that since 2009, we’ve been
able to help thousands of
businesses of all sizes - and all
over the world - improve ROI
from their marketing activity.
It really doesn’t matter whether youre
an army of one, you work for a global
powerhouse or somewhere in between.
Business membership is relevant and has
been proven to improve results.
Get better results Tenfold improvement
Business membership gave me a
true digital marketing structure ...
Make your job easier
“I’d recommend signing up to Smart Insights
for a suite of useful tools from planning
templates to strategy docs and a variety of
other guides to make your job easier.
Daisy Seymour
Marketing Director
Cristophe Ferrasse
Global eBusiness Leader, Royal Canin SAS
“...which I could share with business units
across the globe. The cherry on the cake is
access to best practices, guidlines, templates
and insights on how to use them. Thank you!
“I’d recommend signing up to Smart Insights
for a suite of useful tools from planning
templates to strategy docs and a variety of
other guides to make your job easier.
Andrew Toplie
Digital Marketing CoE Leader
“I’d recommend signing up to Smart Insights
for a suite of useful tools from planning
templates to strategy docs and a variety of
other guides to make your job easier.
Patricia Goldsmith
Director
+ 150,000 marketers in companies of all sizes
WHAT DO MEMBERS SAY ABOUT BUSINESS MEMBERSHIP?
WHY DO BUSINESSES JOIN SMART INSIGHTS?
Book your free demonstration today: https://bit.ly/3nIUL83