Mind the Overhead in Digital Marketing Suites

  • 18-May-2015

When a vendor acquires another product and puts (vendors will say "integrate") that tool within an existing “suite,” it usually comes with a key side effect: overlapping features across multiple products within the suite. You've probably seen this phenomenon before in the Portals, ECM and other marketplaces. More recently, this issue is surfacing in a big way in the Digital Marketing marketplace.

Multiple acquisitions add overlapping features

As an example, Salesforce has acquired many tools that are now packaged as part of their "Marketing Cloud." Additionally, Salesforce also created some of its own applications, such as Social Studio, which exposes functionality from those acquired tools, thus further increasing your options. So analytics is available across Radian 6, Buddy Media, and Social Studio. Similarly, publishing can be done from Buddy Media as well as Social Studio. Similarly, you'll find features for engagement in Social Studio, Buddy Media as well as in Radian 6.

Implications for your team

Salesforce and other suite vendors will argue that these are not overlaps. They’ll say multiple products target different use cases and therefore give you the ability to target a broader set of opportunities.

Even where this is true, you the customer will have to spend considerable amount of resources just to understand these overlaps and educate your colleagues on when to use what tool.

Again to take the example of Salesforce, Both Radian6 and Buddy Media provide features for social media analytics. Radian6 is a general-purpose social media monitoring and intelligence tool and provides broad capabilities for social media analytics. Buddy Media on the other hand, provides capabilities for monitoring to your own social presence, like your Facebook page, Twitter account, and so forth. The difference lies in focus; Radian6 is for broad social media, while Buddy Media is for your own specific social pages. Are those two different people in your enterprise?

This is just one example. With digital marketing suites from Oracle, Adobe, IBM, and others your team may also need to master multiple products -- many of which do very similar things -- to get the most benefit. You'll find this brings extra overhead to your processes, when you have to not only train people how to use different products, but then also educate them on the often subtle differences of doing similar tasks from different places.

In RSG's Marketing Automation and Social Technology report, we pay special attention to the suite vendors and call out these differences in greater detail. If you're already an RSG subscriber and would like to discuss this in more detail, don't hesitate to reach out to us.

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