Learn how to measure the effectiveness of your multichannel sales strategies with these best practices and methods. Track key metrics such as channel performance, conversion rates, customer experience, and more. Leverage data analytics and tools to gain valuable insights and optimize your sales strategies. Read now to enhance customer satisfaction and drive sales growth in a competitive market.


In today’s highly competitive business landscape, companies need to adopt a multichannel sales approach to maximize their reach and engage with customers across various platforms. Multichannel sales encompass selling products or services through multiple channels, such as online marketplaces, social media, brick-and-mortar stores, and more. However, measuring the effectiveness of these multichannel sales strategies is crucial to optimize performance and make informed business decisions.

In this article, we will explore the best practices and methods for measuring multichannel sales effectiveness. We will delve into various metrics, key performance indicators (KPIs), and tools that can help sales professionals gain valuable insights and evaluate the impact of their multichannel sales strategies.

Measuring Channel Performance

One of the fundamental methods for measuring multichannel sales effectiveness is tracking and evaluating the performance of each sales channel. By tracking metrics such as the number of orders generated, gross merchandise value (GMV) over time, generated revenue, and the proportion of visitors versus customers for each channel, companies can identify the best-converting channels and develop tailored sales and promotion plans for each one[^2^]. This data-driven approach allows businesses to understand which channels are driving the most sales and allocate resources accordingly.

Tracking Different Conversion Rates

Conversion rate plays a critical role in measuring the effectiveness of multichannel sales. Cart abandonment rate, specifically, is an essential metric to track. It represents the percentage of shoppers who add products to their basket but fail to complete the checkout process. By reducing the cart abandonment rate, companies can increase their overall conversion cycle and improve sales performance[^2^]. It is important to analyze the underlying reasons for cart abandonment, such as complicated checkout processes or unexpected costs, and take appropriate measures to address these issues and improve the conversion rate.

Monitoring Consumer Experience

Consumer experience is a vital aspect of multichannel sales, as it directly impacts customer satisfaction and loyalty. To measure consumer experience, companies can track customer feedback and categorize them into promoters, passives, and detractors. This feedback can be used to calculate the Net Promoter Score (NPS), which provides a metric to gauge customer satisfaction[^2^]. Maintaining an NPS above 50 is considered excellent and indicates a positive customer experience[^2^]. Regularly monitoring NPS and addressing customer feedback can help businesses enhance their multichannel sales strategies and improve the overall customer experience.

Calculating Gross Margin

Understanding the profitability of multichannel sales is essential for effective decision-making. Calculating the gross margin can provide valuable insights into the company’s profitability after product sales. Gross margin is determined by subtracting the cost of goods sold (COGS) from revenue. Additionally, the gross margin rate, calculated by dividing the gross margin by revenue and multiplying it by 100, is an important metric to assess profitability[^2^]. A higher gross margin rate indicates a more profitable business and allows companies to invest more in their operations.

Checking Customer Lifetime Value (CLV)

Customer Lifetime Value (CLV) is a metric that helps determine the amount of revenue a company can expect from a customer over their lifetime. Calculating key metrics such as average order size, average order frequency, average customer value, and average customer lifespan can indicate the CLV[^2^]. Understanding the CLV helps identify valuable customer segments and enables personalized loyalty campaigns that can drive repeat purchases and long-term customer relationships.

Utilizing Attribution Models

To effectively measure the impact of different marketing channels on multichannel sales, companies can employ attribution models. These models help distribute sales results between touchpoints and attribute credit to each interaction in the buyer’s journey[^3^]. Popular attribution models include Last Interaction, First Interaction, Last Non-Direct Click, Linear, Time Decay, and Position-Based[^4^]. By implementing a suitable attribution model, businesses can gain insights into the contribution of each channel and optimize their multichannel sales strategies accordingly.

Leveraging Data Analytics and Tools

Data analytics plays a crucial role in measuring multichannel sales effectiveness. By leveraging data analysis tools such as Google Analytics and AdRoll’s Cross-channel Performance Dashboard, companies can track and measure the impact of different channels on overall sales and return on investment (ROI)[^5^]. Google Analytics provides data on website performance, attribution, and conversion goals, enabling businesses to understand the effectiveness of various marketing channels[^5^]. AdRoll’s Cross-channel Performance Dashboard offers a consolidated view of all digital marketing efforts, helping companies analyze how these efforts impact conversions and other key performance indicators[^5^]. These tools, combined with advanced analytics and data visualization, empower sales professionals to gain actionable insights and make data-driven decisions to optimize their multichannel sales strategies.


Measuring multichannel sales effectiveness is crucial for businesses striving to optimize their sales strategies in a highly competitive market. By tracking key metrics, such as channel performance, conversion rates, customer experience, gross margin, and customer lifetime value, sales professionals can gain valuable insights into the impact of their multichannel efforts. Additionally, utilizing attribution models and leveraging data analytics tools can provide a comprehensive view of the effectiveness of different channels and guide decision-making.

To effectively measure multichannel sales effectiveness, organizations should adopt a data-driven approach, regularly monitor performance metrics, and make informed adjustments to their sales strategies. By continuously improving their multichannel sales effectiveness, businesses can enhance customer satisfaction, drive sales growth, and achieve a competitive edge in the market.


[^2^]: 5 proven metrics for Multichannel Sales Strategy. (n.d.). Retrieved from source

[^3^]: How to Measure Multichannel Marketing Results. (n.d.). Retrieved from source

[^4^]: Gartner Identifies Four Methods for Measuring Marketing’s Impact. (2020, March 4). Retrieved from source

[^5^]: A 7-step Guide for Measuring Cross-Channel Performance | AdRoll. (n.d.). Retrieved from source

Leave a Reply

Your email address will not be published. Required fields are marked *