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The Online Customer Engagement Software Ecosystem

Understand Your Options For Supporting Public-Facing Web Sites

February 08, 2010

By Stephen Powers with Matthew Brown, Peter Schmidt

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Why Read This Report

Information and knowledge management (I&KM) professionals who support public-facing Web sites face a potpourri of product options from software vendors. Currently, persuasive content functions — such as content services, analytics, and more — remain siloed in products from Web content management (WCM) and enterprise marketing vendors, among others. While the idea of a single solution for online customer engagement is appealing to organizations, the reality is that no single platform will meet all of their needs. To support the rich, dynamic experiences that customers have grown to expect on the Web, I&KM pros need to strategically knit together a mix of on-premise and cloud offerings from an ecosystem of providers.
Tags: Application Strategy & Selection, Content-Centric Applications, Customer Experience Management, Customer Relationship Management (CRM), Enterprise Content Management, Information Management, IT Spending Forecasts, Packaged Applications, Sourcing & Procurement, Sourcing Strategy & Execution, Tech Sector Economics, Technology Adoption Data, Web Analytics, Web Content Management, Web Design & Usability

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TABLE OF CONTENTS

  • Customer Engagement Remains Top Of Mind For Companies
  • Expect An Ecosystem To Deliver Next-Gen Customer Engagement Solutions

  • RECOMMENDATIONS

    Plan To Leverage The Customer Engagement Ecosystem . . . For Now
  • Related Research Documents

TOOLS & TEMPLATES

  • Models & Calculators:

    Enterprises Continue To Invest In Customer Experience Technology

 
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