From the literature review we can conclude that our understanding of how managers are actually using web metrics
for site improvement is rather limited. Therefore we decided to conduct a case study. Exploratory, case-based research assists in answering “how” research questions and explores new and unexplored trends [36]. Since comprehensive data collection is a key characteristic of case study research [19], multiple interviews were used to explore the details of the use of web metrics for website optimization. Also, in our study the observation of processes within a company was critical; it was
important to get close to the data [37, 38].