A01 chaf6542 06 se fm indd

Part 2  Strategy and applications

In Chapter 5, we also mentioned the importance of defining the 

online revenue con-

tribution

 as a target to improve performance. Figure 8.12 gives an example combining the 

online revenue contribution and the online promotion contribution as a forecast based on 

marketing research of demand analysis and competitor analysis. Complete Case study 8.1 to 

review how easyJet increased their online revenue contribution.

Online revenue 

contribution

An assessment of the 

direct contribution of 

the Internet or other 

digital media to sales, 

usually expressed as a 

percentage of overall 

sales revenue.

Balanced scorecard sector

Efficiency

Effectiveness

Financial results (business value)

•  Channel costs

•  Channel profitability

•  Online contribution (direct)

•  Online contribution (indirect)

•  Profit contributed

Customer value

•  Online reach (unique visitors as % of

potential visitors)

•  Cost of acquisition or cost per sale (CPA

or CPS)

•  Customer satisfaction ratings

•  Sales and sales per customer

•  New customers

•  Online market share

•  Customer propensity to defect

•  Customer loyalty index

Operational processes

•  Conversion rates

•  Average order value

•  List size and quality

•   Email- active %

•  Fulfilment times

•  Support response times

Innovation and learning (people  

and knowledge)

•  Novel approaches tested

•  Internal digital marketing education

•  Internal satisfaction ratings

•  Novel approaches deployed

•  Performance appraisal review

Table 8.4

Example Internet marketing objectives within the balanced scorecard framework for a  

transactional e‑commerce site

Figure 8.12

Assessment of the future online promotion contribution and online 

revenue for a B2B company, for Product A, Europe

Current

0

25%

50%

75%

100%

Customer base (%)

+2

Years

Buy – online

e-commerce

sales (%)

(or leads)

Online revenue

contribution (%)

+5

+10

=

Enquire

online (%)

Online service

contribution (%)

=

Reach

online (%)

Online promotion

contribution (%)

=

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