mph88888 - 3:16 pm on Jul 18, 2004 (gmt 0)

Month-to-month after 12 months is a good suggestion. Certainly better than auto-renewal. We are also negotiating an SLA which if not met will give us the ability to terminate the contract with 30 days written notice.

I think the consulting piece is important part of the overall service. Their system is flexible and allows for custom reporting, email/campaign/website tracking, path reporting, funnel analysis and everything else, but the real issue for us is finding the time every day to sift through the various reports and get a summary of the main KPIs/information we need. We'd like the vendor to know our website, understand our business KPIs, and be able to advise us on a weekly or monthly basis on anything interesting or valuable in the data. Some of the mid-low end vendors are simply not able to provide this as they have very junior, inexperienced account managers with too many accounts to manage. The higher-end vendors will tend to have more senior, business-focused account managers or consultants who can provide this as a credible service. It obviously costs more though.