This IBM whitepaper gives 12 best practices when establishing a disciplined approach to on-line customer experience optimization

A key goal of e-business should be to continually improve, to constantly produce a better website – one that delivers more value and a better customer experience.

IBM Tealeaf Customer Experience Management (CEM) solutions are designed to help e-businesses establish a more systematic, data-driven approach to understanding the customer experience. IBM Tealeaf solutions uniquely capture and record what each customer is doing and seeing in real-time on each page and across site visits.