For my career in helping customers optimize their web sites, I have written a number of articles on how organizations can use optimal metrics to focus their technology on the key things that the customers care about. Customer Experience management is the industry term and it's about empowering the organization's employees to better serve their customers. Have a visit ... Optimal Metrics!

There are a number of more thoughts about Heatmaps and Clickmap technology.  I was reading Avinash's latest blog post and stumbled across the new Google Analytics "In Page Analytics".  Wow, click maps right there!  Very cool.  This shows the clicks on my other web site and can give me some insight into where people are clicking.  The good part is the "below the fold" orange bar that shows only 10% of people are scrolling down and clicking.  This is very useful and more helpful than the pretty heat maps out there.…

After the Dot Com boom and bust took out my company Genuity, I was on the search again for a new job. My friend Scott worked in Sales at Gomez and introduced me to the manager there. It look a few months (okay half a year) to get the job running the Benchmark practice.  This was a position we both constructed and were excited to bring to the customers. I was part product manager, part consultant, and part company spokesman. Customers bought the benchmark product to size up their Internet Performance against their peers.

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Tealeaf  is a small company based out of San Francisco and I had heard about them a number of times over my career.  In the meantime, we were bought by IBM but have still kept the core of the small company together. What attracted me was a mission to provide technology that would really help business people. I really liked focusing on the value of helping an organization better understand their customer's digital experience. Reading the Tea Leaves By capturing every single page, click, and form field entry, the software allows…