…you need to drastically rethink what it means to use data on the web…there is a lot of data, but there are fundamental barriers to making intelligent decisions…because clickstream data is great at the what, but not at the why…it’s important to know what happened, but it is even more critical to know why people do the things they do on your site…and the what else, which is perhaps the most underappreciated data on the web…your web analytics tool can report only what it can record…if you marry the what with the why and the what else, you’ll have a lifetime of happiness…