Chapter . Executive Summary
Web-based customization is not new. As far back as the mid-1990’s, customization has been touted as the panacea to all business ills and the destiny of the Web. After filtering out the hype, it’s clear that web-based customization can, in fact, be utilized to benefit both businesses and users...if implemented properly.
The usefulness of customization is clear in many applications; however, there are countless tales of companies investing heavily in customization only to find that users rarely if ever customize. As well, there are numerous studies that will say users want to customize, but what users say and what they actually do are often very different things.
Ultimately, the business need for customization must exist ...
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