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Email marketing has been a cornerstone of digital marketing for decades. However, the metrics that are typically shown in email marketing software and that gauge its success—opens, clicks, and conversion rates—face increased scrutiny. Are these traditional email metrics still relevant with changing buyer behaviors and expanding engagement channels? 

This article explores both sides of the debate through real-world examples and perspectives. I'll review the limitations of using opens and clicks as singular measures of engagement as well as view brands effectively leveraging metrics to refine their targeted email marketing and content strategies.

The Dilemma Of Modern CMOs

Picture this: two CMOs, Emma and John, representing different companies and industries, face a similar predicament.

Emma, with her background in fast-paced tech startups, has always quickly adapted to the latest trends and digital marketing software. On the other hand, John has led marketing for a legacy retail brand, relying on tried-and-tested email marketing strategies that have proven successful for many years.

Despite their differing approaches, Emma and John face the same pressing challenge – deciphering the relevance of email open and conversion rates sown in their 2024 marketing strategies.

Questioning Traditional Metrics

As they analyze their latest campaign data, critical questions surface:

  • Have these traditional metrics lost their edge in a world where customer engagement channels are multiplying and evolving daily?
  • Can the simplicity of open and conversion rates still offer valuable insights in an era dominated by complex algorithms and multi-channel analytics?

Reflecting on Campaign Outcomes

Emma reflects on her recent email marketing campaign, which resulted in high open rates but didn't translate into the expected customer engagement or sales level. She wonders if focusing on these metrics overshadows more critical customer behavior and interaction aspects.

Meanwhile, John considers his brand's latest email campaign, which, despite moderate open rates, led to significant conversions and customer loyalty. He questions whether there's more to these marketing metrics than meets the eye, a deeper story hidden beneath the surface numbers.

The Debate: The Relevance Of Email Open and Conversion Rates

The Case for "Dead" Metrics

Shift to New Engagement Metrics

Across the digital marketing landscape, critics are challenging the long-held power of traditional email metrics. These voices advocate for a paradigm shift towards more sophisticated engagement indicators, harnessing the power of AI and machine learning. 

Integrating AI and machine learning in email marketing strategies represents a change in how customer engagement is measured and understood. These technologies offer the ability to analyze vast amounts of data, uncovering patterns and trends that traditional metrics might overlook.

For instance, AI can predict customer behavior, personalize content at scale, and even determine the optimal time to send emails, thereby enhancing the overall effectiveness of email campaigns.

Beyond Opens and Clicks

Critics also argue that traditional metrics like open and conversion rates offer a narrow view of customer engagement. They contend that these metrics, while easy to track, must capture the depth and quality of interactions.

In contrast, AI-driven analytics can measure engagement more holistically, considering factors like the time spent reading an email, the sentiment expressed in responses, and the subsequent actions the recipients take.

The Changing Email Landscape

Email Overload and Diminishing Returns

The modern digital landscape is characterized by an overwhelming flood of emails, leading to what some experts call 'email fatigue.' With inboxes cluttered with promotional messages, newsletters, and transactional emails, the significance of open and conversion rates is increasingly under scrutiny.

Critics argue that these metrics no longer accurately reflect true user engagement, as many emails are opened out of habit or quickly dismissed without meaningful interaction.

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Relevance in a Saturated Market

In a market saturated with email communications, standing out becomes increasingly challenging. This saturation raises questions about the effectiveness of traditional metrics in gauging the success of email campaigns.

As users become more selective about the emails they engage with, metrics that once indicated success may no longer be reliable indicators of actual interest or intent.

The Rise of Omnichannel Marketing

 The Limitations of a Single-Channel View

In omnichannel marketing, focusing solely on email marketing metrics is seen as a shortsighted approach. Today's buyers interact with brands across multiple platforms – social media, websites, apps, and more. This interconnectedness demands a broader view of customer engagement that encompasses various touchpoints.

Integrating Email with Broader Marketing Strategies

Critics of traditional email metrics emphasize the need to integrate email marketing into a comprehensive omnichannel strategy. This approach recognizes that customer journeys are no longer linear or confined to a single channel.

By adopting a more holistic view, marketers can better understand how email campaigns contribute to broader engagement goals, such as brand awareness, customer loyalty, and long-term relationship building.

The Synergy of Cross-Channel Analytics

In an omnichannel world, the synergy between different channels becomes crucial. For instance, an email campaign's success might be better measured by its ability to drive traffic to a website, enhance social media engagement, or contribute to a seamless customer experience across all platforms.

This perspective shifts the focus from isolated email metrics to a more integrated analysis of how email marketing complements and enhances overall marketing objectives.

The Case for "Not Dead" Metrics

Persistent Relevance in B2B Marketing

Open and conversion rates in business-to-business contexts provide valuable initial insights and a foundation for deeper analysis and strategic refinement.

The Statista chart demonstrates the increasing volume of daily emails, suggesting the ongoing importance of email as a communication channel and the relevance of traditional metrics.

A chart by Statista
This Statista chart suggests that email marketing is still an important communication channel.

With the internet becoming increasingly accessible, the number of e-mails sent and received globally has increased each year since 2017. In 2022, there were an estimated 333 billion e-mails sent and received daily around the world. This figure is projected to increase to 392.5 billion daily e-mails by 2026. 

Case Studies Supporting Traditional Metrics

Some b2b email marketing examples from Salesforce, HubSpot, American Express, and other reputable brands highlight the continued use of open and conversion rates to enhance customer engagement and tailor content.


Salesforce's approach to email marketing exemplifies the effective use of email metrics to refine personalized content strategies. By analyzing open and conversion rates, Salesforce has tailored its content to increase customer engagement and retention.

Their strategy involves segmenting audiences based on interaction patterns and customizing content to meet each segment's specific needs and interests. This targeted approach has resulted in higher open rates and more meaningful customer interactions.


HubSpot's success in email segmentation monitored through traditional metrics, demonstrates the value of targeted and relevant content in deepening audience engagement.

They have developed a sophisticated system for tracking user behavior and preferences, allowing them to send highly personalized emails. This strategy has improved open and conversion rates and enhanced the overall customer experience.

American Express

American Express uses email metrics to assess the effectiveness of emails tailored to individual spending habits, enhancing engagement and customer satisfaction.

Their campaigns are designed to provide value to customers by offering personalized recommendations and insights based on their spending patterns. This has led to increased customer loyalty and higher conversion rates.


Dropbox's personalized email guidance, tracked using traditional metrics, has increased user engagement and loyalty.

They focus on providing users with relevant tips and insights to enhance their experience with the service. This customer-centric approach has resulted in improved open rates and more engaged users.


Adobe's reliance on open and conversion rates to measure the impact of their creative email campaigns illustrates the continued importance of these metrics in maintaining high engagement levels.

Their campaigns are known for their innovative and visually appealing content, which resonates with their creative audience. Adobe has continually refined its approach to maximize engagement by closely monitoring email metrics.


IBM's technical and informative content, gauged using traditional email metrics, allows for continuous improvement and refinement of its email strategies. Their emails are tailored to provide valuable insights and information to a highly specialized audience, resulting in high engagement and conversion rates.


Google's B2B email marketing, which promotes cloud services and business tools, uses traditional metrics to understand message effectiveness, maintaining strong B2B customer relationships.

Their strategy involves educational content and updates about their services, helping businesses understand the value and applications of their offering.

So, What's Most Important in Email Marketing?

Combining my 25 years of experience in the industry with both arguments posed above, I've come to the conclusion that this is what really matters:

1. Building Meaningful Relationships

Focusing on personal resonance and understanding customer behaviors is vital to long-term engagement. By building meaningful relationships, you create a sense of trust and loyalty, leading to increased engagement and conversions.

2. Advanced Personalization Techniques

Using behavioral data and AI for relevant content is crucial for engaging sophisticated audiences. Using advanced personalization, you can significantly enhance relevance and engagement for each recipient.

3. Engagement Beyond Opens and Clicks

Meaningful recipient actions offer a comprehensive engagement measure. These can include email forwards, social shares, time spent reading the email, conversion rates, unsubscribe rates, and email replies.

4. Customer Lifetime Value

Long-term strategies focused on consistent value and evolving customer needs are essential. CLV helps in understanding the long-term profitability and value of relationships with customers, guiding more targeted marketing strategies.

5. Data-Driven Decision Making

Analytics are crucial for refining email strategies in a data-driven marketing environment. Data ensures strategies are based on actual customer behavior and preferences, leading to more effective and targeted campaigns.

6. Integration with Other Marketing Channels

It's important that email marketing also work in tandem with other channels for a cohesive strategy. This creates a seamless customer experience, enhancing the overall effectiveness of marketing strategies across platforms.

7. Testing and Optimization

Ongoing testing and optimization are vital for email campaign effectiveness. It allows marketers to continually refine their strategies based on real-time feedback, ensuring maximum relevance and engagement with their audience.

8. Responsive and Interactive Design

Mobile-optimized and interactive emails enhance user engagement. This ensures emails look and function well on various devices, enhancing the user experience and increasing the likelihood they'll want to stick around.

9. Storytelling and Brand Building

Narrative-driven content and consistent branding build emotional connections with audiences. This approach not only fosters trust and loyalty but also differentiates the brand, making communication more memorable.

10. Ethical and Transparent Practices

Transparency and ethical practices in email marketing build trust and credibility. It also ensures compliance with regulations, protect customer privacy, and foster long-term relationships based on respect and integrity.

Email Marketing Best Practices To Achieve Improved Results

There are several actionable steps you can take to ensure your messages reach their intended recipients effectively. Here are eight key strategies:

  1. Encourage 'Safelisting': Urge your subscribers to whitelist your emails. This process varies based on the internet service provider (ISP) and device (Apple or Android). Use your email marketing software to identify the devices and ISPs your contacts use, and guide them through the safelisting process.
  2. Segment Your Audience: Utilize data like location, profession, or specific actions to send personalized emails. Relevant emails are more likely to be opened and clicked, signaling to email services like Gmail that your content is valuable.
  3. Avoid Buying Email Lists: Email marketing should be permission-based. Buying lists can lead to high spam complaints, damaging your sender reputation. Instead, focus on building an engaged list through opt-in incentives and consent.
  4. Easy Unsubscribe Options: Ensure subscribers can easily opt-out of your emails. This not only keeps your list healthy but also complies with laws like GDPR. Most email marketing software includes an unsubscribe link in emails; never remove or alter this.
  5. Regularly Clean Your Email List: Re-engage inactive contacts and remove those who haven’t interacted with your emails over a certain period. Pay attention to metrics like click-through rates, especially with changes like Apple's privacy updates affecting open rates.
  6. Choose a Reputable ESP: Your Email Service Provider's deliverability rates are crucial. Consider setting up a dedicated IP address if you send large volumes of emails. Research and compare software for the best deliverability rates.
  7. Spam-Check Your Subject Lines: Use tools to check for spam trigger words in your subject lines. Avoid common triggers to prevent your emails from being filtered into spam folders.
  8. Encourage Replies: Engagement metrics like replies are a strong indicator of the value of your emails. Encourage subscribers to respond to your emails with their thoughts or answers to specific questions.

By focusing on these strategies, you can significantly improve your email deliverability, ensuring your messages reach your audience effectively and enhance the overall ROI of your email marketing efforts.

how to improve your email open rates image
Influencer Marketing Hub's tips to improve email open rates.


The debate on email open and conversion rates in modern marketing is complex. While these metrics are not the sole success indicators, they are significant in comprehensive email marketing strategies.

For CMOs in 2024, balancing traditional metrics with a broader focus on holistic marketing approaches is crucial. To stay on top of all the latest in email marketing and other methods, be sure to subscribe to The CMO newsletter. We'll send only the best tips, trends, and recommendations to your inbox.

Stacy Sherman
By Stacy Sherman

In a world where impersonal interactions are the norm, Stacy has dedicated 25 years to passionately forging authentic connections between people and brands. Her journey, which includes leadership positions at companies like Liveops (BPO), Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T, serves as the foundation for her multifaceted roles as a global keynote speaker, influential author, workshop facilitator, trusted advisor, and the creator of Doing CX Right with a focus on experience management.