7.6. Customer Behavior Level
Chapter 2 presented in detail the notions of the customer behavior model and described two types of models: the customer behavior model graph (CBMG) and the customer visit model (CVM).
Figure 7.6 depicts the customer behavior level of the capacity planning methodology. The main steps in this level are customer behavior characterization and customer behavior evolution plan. The former generates a customer behavior model that can be in the form of a CBMG or a CVM. The latter provides plans for evolution of the customer behavior. These plans may result from planned modifications to the site layout, which may change the possible navigational patterns. The customer behavior characterization step uses as input the functional ...
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