Maintaining and Evolving Successful Commercial Web Sites

Index

A

80/20 rule

customer loyalty and, 206

customer service and, 262

Web metrics and, 278

abandonment rates, at key points of customer journey, 346

access

controlling with metadata, 85

and personalization, 89

accessed pages, measuring in e-metrics, 278

accountability

for change requests, 37

content management and, 51

increasing via CRM, 202–203

quality and, 2

accounting applications, integrating with CMS, 101

accreditation, of measurement tools, 329

acquisition and servicing costs, tracking users by, 310

action points, reviewing in management summary, 7

actionable intelligence, 388

addition change element, 25

additions, managing, 15–43

administration overhead, reducing via CRM, 203

administrative skills, needed for CMS packages, 119

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