http://tc.eserver.org/publisher/Improving_Customer_Experience A listing of works published by Improving Customer Experience in the field of technical communication. en-us Copyright (c) 2005-08 by the EServer. All rights reserved. tclib-editorial@eserver.org (TC Library Editorial Board) webmaster@eserver.org (Geoffrey Sauer) http://tc.eserver.org/images/newlogo.gif http://tc.eserver.org/dir/Improving_Customer_Experience http://tc.eserver.org/33123.html http://tc.eserver.org/33123.html What do you really need to know in your form process? Be brutal. Don't include stuff that your sales team would like. Completing a form is rarely (if ever) the goal in and of itself. The goal is to entice the user into a deeper relationship (of some sort) with your web site. Notice that I didn't say that the goal was to complete a transaction or make a sale. That is evidence of the deeper relationship, not the vehicle by which you persuade your users. http://tc.eserver.org/27680.html http://tc.eserver.org/27680.html Web stats are a tool and you need to know how to you that tool. Otherwise, you aren't accomplishing anything. At the very simplest level, your web stats should help you to figure out this overused business truism: 'Do more of what works. Do less of what doesn't.' But if you really want to derive value, you need to delve deeper. You need to understand what the numbers are telling you. http://tc.eserver.org/27678.html http://tc.eserver.org/27678.html Completing a form is rarely (if ever) the goal in and of itself. The goal is to entice the user into a deeper relationship (of some sort) with your web site. Notice that I didn't say that the goal was to complete a transaction or make a sale. http://tc.eserver.org/27679.html http://tc.eserver.org/27679.html RSS stands for Really Simple Syndication (depending on who you believe). If you don't know what it is, you had best grow a brain about it tout de suite.