We use HBX for our site, and on a scale of 1 to 10 I would rate it
as 8 (in terms of how likely I am to recommend it).
First off, I think that the tool is excellent - it provides some
very useful metrics & tools. Using the report builder, I can make
complex queries with the data collected and tell our story very
well. However, I think that there are a few areas that companies
should consider before jumping on board with HBX. (1) is cost. Small
upstart companies may be afraid of investing in such a product. (2)
if a company doesn't have someone who can really dig deep into what
is happening on their site, they won't get the value out of HBX.
Signing up for an expensive analytics program will do you no good
unless you have the expertise in your organization to use it.
Understanding what all the metrics show and how to action change
from them requires some expertise. Assigning a resource to mine data
from HBX & provide analysis will provide great returns but can be
costly for smaller companies. (3) There are a few bugs we've
discovered that make analytics difficult at times (ie. Page Views
being shown as "visits"). On a positive note websidestory's customer
service is great and they work hard to fix things quickly.
We still are not using HBX to its full potential, but we're getting
there. For companies willing to make an investment in a tool & the
people who know how to use it, I think that it's great. Smaller
companies who don't have the 'web analytics' skills to understand
everything that's being reported
may not get the best ROI.
Thanks for setting this list up Eric. I look forward to hearing from
all of you!