The Voice of Customer: Qualitative Data as a Critical Input to Web Site Optimization

Understanding how customer satisfaction analytics fit into the web measurement ecosystem is critical for people responsible for maximizing the contribution of the website to their company’s strategic objectives.  This white paper by Eric Peterson, founder of Web Analytics Demystified, Inc. and author of numerous books on this topic, provides a theoretical framework for merging web analytics and customer analytics, as well as presenting case study examples.

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