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Build the business case for change, Cross-Channel Design Strategies, Expert Reviews, Web Analytics, ROI Of Customer Experience, Customer Experience Management, Usability Testing, Web Site Design, Business Strategy For Customer Experience, Web Site Design Standards, Channel Design Strategies, Design & Usability Processes, Customer Experience

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Connecting Soft Metrics To Dollars And Cents November 2008
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Metrics Every Customer Experience Professional Should Be Tracking January 2009
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Recent Media Citations
Internet Retailer, "Consumers Will Register If There's . . . Forrester Says," April 25, 2008
The Wall Street Journal, "Web Sites Want You to Stick Around," April 15, 2008
DestinationCRM, "Want Customer Loyalty? Improve Customer Experience First," March 25, 2008
BtoB Magazine, "What To Measure?" March 10, 2008
DestinationCRM, "Analyzing The Analyzers: The Forrester Wave On Web Analytics," September 28, 2007