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Resumo: Neste estudo buscou-se um entendimento sobre as abordagens de criação e aplicação do CBMG (Grafo de modelagem do comportamento do cliente), que mostra o caminho que o cliente segue em um ambiente de Negócios Eletrônico, especificamente dentro de um website de comércio eletrônico, sendo abordado os clientes ocasionais e os clientes frequentes, utilizando métricas de tempo de resposta e R$/segundo. Muitos website têm enfrentado sérios problemas e perdas monetárias quando os seus clientes não conseguem efetuar negócios de forma adequada. Os eventuais clientes, ao perceberem altos tempos de resposta ou baixos índices de disponibilidade, simplesmente abandonam o processo de compra ou a transação comercial, indo realizar negócios em alguma outra loja virtual. Pôde-se perceber que as classes de usuários distintos podem ser representados por diferentes CBMGs, na prática podemos determinar os melhores grafos CBMGs para cada ambiente que representará melhor o perfil dos usuários deste ambiente. Portanto, evidencia-se as métricas econômicas que estão voltadas para a otimização de renda/segundo ao invés de focalizar as métricas de desempenho tradicionais. A possibilidade de se medir um website deve ser construída de forma a exigir a interação do browse e envolver uma metodologia bem definida de medidas da Web. Palavras-Chave: CBMG, Cliente, MétricasAbstract: In this study we sought an understanding of the approaches to the creation and application of CBMG (graphical modeling of customer behavior), which shows the path that follows the customer in an environment of Electronic Business, specifically within a trade website electronic, being approached customers and occasional customers frequent, using metrics for response time and R$/second. Many websites have faced serious problems and financial losses when their customers cannot do business properly. Prospective customers, to realize high response times or low levels of availability, simply abandon the purchase process or business transaction going to conduct business in any other store. It could be perceived that the different classes of users can be represented by different CBMGs in practice we can determine the best CBMGs graphs for each environment that best represent the profile of the users of this environment. Therefore, it is evident economic metrics that are focused on optimizing income / second instead of focusing on the traditional performance metrics. The possibility of measuring a website should be constructed to require interaction browse and involve a well-defined methodology Web measures.

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This study aimed to implement a systematic review of literature, in order to find theoretical support on the relationship between new product development and product innovation, moderated by environmental turbulence in the technological and market dimensions. It was used the qualitative approach, with data and information collected from published articles on the subject. The criteria researched consisted of: temporal cut from 2000 to May 2015, the article must belong to the area of Business Management or Economy, to present relationship with Environmental Turbulence, Development of New Products and product innovation. In the literature used, it was not possible found any article presenting an integrative model using New Product Development or Product Innovation moderated by environmental turbulence in its two dimensions. Based on the review accomplished, it is possible to define more four subjects to be studied in future empirical works approach these elements.