Why is it that most corporate Web sites are so hard to navigate? It might be because they're trying to be all things to all people. If you've got more than a few products helping customers buy or service those products means more than adding another layer to your hierarchy of menus. The best companies are creating adaptive, rule-based Web platforms that show the customer a Web flow specific to them. This article at Optimize Magazine discusses smart self service models. It's worth reading.
Smart Self-Service With Adaptive Web Platforms
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