Maintaining And Evolving Successful Commercial Web Sites

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Ashley Friedlein's first book, Web Project Management: Delivering Successful Commercial Web Sites, became a bestseller and an essential reference for Web professionals developing new sites. Maintaining and Evolving Successful Commercial Web Sites addresses the realities of successful sites today, namely the notion that maintaining and evolving a site is actually a bigger commitment than launching it. Management wants to maximize returns and obtain reliable performance data, customers demand better service and insist on sites that are more advanced yet easier to use, and the Web site must increasingly be integrated with the entire business even as the amount of information it handles continues to grow.

Maintaining and Evolving Successful Commercial Web Sites focuses more on process, reality, and pragmatism and less on strategic theory. It provides the reader with the knowledge, tools, approaches, and processes to manage key site maintenance and evolution projects, providing answers to the following questions:

• How can I better manage changes and updates to the Web site?
• How can I scale up to allow more contributions to the site and more content and still maintain quality and control?
• What is content management and how do I go about it?
• How do I go about personalization or community building?
• What is Customer Relationship Management (CRM) and how do I actually do it online?
• How do I measure and report on how well the site is doing?
• How do I avoid information overload?
• How do I maximize the value the site creates?

The book includes case studies to demonstrate candidly how the issues discussed in the book translate into reality.

• Case studies show candidly how the issues discussed translate into reality.
• Describes content management & Customer Relationship Management (CRM) how to go about implementing them.
• Teaches how to measure & report on how well the site is doing, how to avoid information overload, & how to maximize the value the site creates.

Audience: People involved with all aspects of managing projects to do with Web site maintenance and evolution.

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Editorial Reviews

From the Publisher
"If you run a Web site, own a Web site, or are merely responsible for the success of a Web site, this is the book you need. Big picture philosophy and detailed practicality make Maintaining and Evolving Successful Commercial Web Sites the appropriate practicum for progressive Web professionals."
-Jim Sterne, Author, Speaker, Consultant, Target Marketing of Santa Barbara
"Ashley Friedlein takes four very complex but important subjects and boils them down for you to their essentials. With an abundance of practical examples and a strong feeling for what common sense dictates, he leads you to the heart of what it takes to keep a big site running and improving."
-Bob Boiko, Author, The Content Management Bible (Hungry Minds, Inc.) and President, Metatorial Services Inc.
"Ashley Friedlein makes a much-needed contribution to the (often neglected) area of Web site management. Using clear language and straightforward case studies, Friedlein masterfully tackles the 'post-launch' phase of Web development. This book will be sought after by all Web site managers."
-Hurol Inan, Author, Measuring the Success of Your Website (Longman) and Consultant

"This book allows you to get more from your site while spending less time working no it." Eric Pascarello, Reporter,, July 2nd, 2003

"In summary, this is a very good book indeed and one you can easily re-read, dipping into the bits you need as and when you need them. Definitely a book worth having on your bookshelf." Information Data Management Online Magazine, June 2003

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Product Details

Meet the Author

Ashley Friedlein is cofounder and CEO of e-consultancy (, an online and offline service for U.K. e-business professionals, providing access to the best e-business information and advice. Previously, he was lead strategist and senior producer at Wheel, where he successfully managed the development, delivery, and ongoing maintenance of several major Internet sites, in particular those for media owners. Ashley comes from a background in digital media production, having worked at Pearson and Bloomberg and with the major U.K. broadcasters. He is the author of Web Project Management: Delivering Successful Commercial Web Sites (2001).

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Table of Contents

Preface. Part I Change Management: Reviewing and Reporting Progress; Procedures for Managing Site Updates; Summary. Part II Content Management: Introducing Content Management; Content Management in Action: A Practical Example; Key Concepts and Building Blocks; Content Management Systems (CMS); Tackling a Content Management Project; Summary. Part III Customer Relationship Management: A CRM Primer; Understanding Your Users; Personalization; Community; Customer Service; Summary. Part IV Site Measurement: The Promises and Challenges of Web Site Measurement; The Evolution of E-intelligence; Measurement Approaches and Techniques; Reporting and Analysis; How to Improve a Web Site; Tackling a Web Site Measurement Project; Summary. Resources.

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