Executive Summary (This is a document excerpt)

For years, document output management (DOM) has been pegged as a back-office operation that produces customer statements and bills. Now, customer experience demands will thrust DOM into a major software category supporting the growing and diverse content that enterprises must assemble and deliver to customers. Forrester spoke with 25 enterprises experienced in using DOM to understand their priorities. We learned enterprises need DOM to: 1) consistently manage and deliver output for structured, interactive, and on-demand apps; 2) integrate with the many transaction systems, enterprise apps, enterprise content management (ECM), and business process management (BPM) deployments within an enterprise; and 3) link proactively with marketing systems and goals. With an enterprise approach to DOM, I&KM pros can help their organizations improve the customer experience through better personalization, multichannel consistency, and more capable interactive and on-demand applications.

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