Overall Satisfaction with Adobe Analytics
We are using Adobe Analytics primarily in our ecommerce and marketing departments. We are a small business, so generally I (the analyst) prepare reports on a monthly or ad-hoc basis to also give management a look inside, but generally there are only 1 or 2 of us who use the product daily. We also use Google Analytics concurrently, but find that Adobe Analytics gives us deeper insights into the differences in browse/buy behavior between our B2C and B2B customers as we cater to both markets.
- Dashboarding - These are fully customizable and give you an "at a glance" view of the state of your website each time you open them up.
- Beautiful Reports - Reports can be customized and when printed or downloaded, are "management ready" without having to export to Excel and try to make it look more attractive
- Customizable Metrics - Anything you can imagine you want to measure, there is likely a way.
- Implementation is difficult - Both initial implementation as well as adding additional features. Adobe jobs implementation out to 3rd parties and I'm sure that a large part of the experience has to do with how well that 3rd party is at their job. Maybe this could be better controlled and made easier for clients by taking implementation back under the Adobe umbrella
- Support is overseas and sometimes slow to respond - I've had issues with support really understanding my questions, often issues have to be escalated. Oftentimes it takes the full 24 hours to respond, not sure if this is because of time differences or what, but most other companies using overseas support agents seem to respond in a more timely fashion. Also, it is rare to have an issue resolved on first contact.
- Context for the reports/metrics - It is easy to look at data but interpret it wrong because you aren't really looking at the right metrics or the right data points.
- Increased efficiency - Running the reports we want on a regular basis is much less time consuming
- Visibility into our email campaigns is much improved and has allowed us to slowly move the needle to gain more revenue from our email campaigns
- We have been able to spot areas of the site easier that are not working properly and make corrective action
We also use Google Analytics. I still use Google Analytics for evaluating Google Adwords, but use Adobe Analytics for most of my day to day analysis. We chose Adobe analytics because we were using some other Adobe products that this ties into nicely. We also wanted better ways to segment our traffic between our B2B and B2C and this gave us the flexibility we needed.
For most of the small companies that I do business with, Adobe Analytics is priced out of the market for them and I wouldn't recommend it to them. For other larger companies, I think it would be more feasible. Getting the necessary ROI out of Adobe Analytics, can be a challenge to prove out, but is possible.