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Using clickstream data to enhance business‐to‐business web site performance

R. Dale Wilson (The Eli Broad Graduate School of Management, Michigan State University, East Lansing, Michigan, USA)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 23 February 2010

3281

Abstract

Purpose

This paper is designed to illustrate how clickstream data, collected from a B2B web site and then analyzed using web analytics software, can be used to evaluate and improve B2B web site performance. A number of issues in the application of clickstream data and web analytics software are to be identified and discussed.

Design/methodology/approach

A case study approach is used to present some of the technical issues in the field of web analytics and to demonstrate their value in B2B web site management. Three field experiments, focusing on incorporating ways to discourage shopping‐cart abandonment and the use of two different free‐shipping promotions, were used as the basic research method for collecting the data. Web traffic conversion funnels are used to conduct the analysis and present the findings.

Findings

The analysis of clickstream data using web analytics procedures serves as a useful tool in the enhancement of a B2B web site by investigating how visitors move through the web site conversion process and complete their purchase. Improved sales result from each of the three field experiments.

Research limitations/implications

Researchers may use the paper as evidence that web analytics methods can be applied successfully in a B2B application for a technology‐oriented company.

Practical implications

The paper illustrates the use of clickstream data to measure the progression of web site visitors through the conversion process toward purchase.

Originality/value

Insight is provided into the usefulness of web analytics as a framework for performance measurement that is used to drive success for B2B web sites.

Keywords

Citation

Dale Wilson, R. (2010), "Using clickstream data to enhance business‐to‐business web site performance", Journal of Business & Industrial Marketing, Vol. 25 No. 3, pp. 177-187. https://doi.org/10.1108/08858621011027768

Publisher

:

Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

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