Steve Jobs said, “You've got to start with the customer experience and work backward toward the technology – not the other way around.”

Any organization today is a complex set of departments and communication is crucial between them. For example, the IT department knows how to build a computer system and the business teams have knowledge of how the system should behave. How can the IT and business teams communicate effectively? How do they manage business rules that are always in flux, especially in the benefits administration area that is frequently subjected to policy changes?            

Part 3: Using web analytics data to identify insights and develop business strategy

When it comes to a web analytics strategy, organizations go through a natural progression. The first step in the process is to develop a method for capturing the data. As the first blog post in this series states, many organizations are finding Google Analytics (GA) to be a helpful and cost-effective web analytics service. Once the data is captured, the next step is to develop a data reporting strategy. The second blog post delves into how one can use GA’s basic reporting functionality to apprise business leaders. The next stage is to use the captured data and reports to identify insights and develop business strategy.

Part 2: Understanding your audience through website analytics

Organizations are increasingly using the web to interact with their customers. Besides websites, web portals are becoming a ubiquitous component of organizations’ customer service strategy. These technologies allow customers to serve themselves and satisfy their need for instantaneous information. However, as self-service is replacing traditional customer service methods, organizations may be lacking critical information about their most precious asset.

 Part 1: Integrating Google Analytics with your websites and portals

In today's business world, metrics are paramount for they pave the way toward business process optimization. As a previous blog post stated, one way to obtain metrics is through a Business Process Management engine. To augment that data, organizations can also utilize Google Analytics (GA). By integrating GA with an organization's website and web portal, stakeholders are able to obtain useful data that can help them make impactful business decisions.