Forrester recently surveyed 261 information and knowledge management (I&KM) professionals with Web content management (WCM) decision-making or influencer roles about their WCM strategies and priorities for the coming year. The respondents indicated they plan to continue to invest in WCM initiatives, with an emphasis on customer experience support, despite the current economic turmoil. Dissatisfaction with current WCM initiatives remains, largely driven by lack of IT and business alignment, unrealistically high expectations, and corporate politics. But if enterprises cut back on WCM initiatives, they risk failing to meet customer experience needs and losing Web momentum to competitors.
TABLE OF CONTENTS
Economic Turmoil Has Minimal Effect — So Far — On WCM Investment Plans
Products And Projects Fail To Meet Some Customers' Expectations
RECOMMENDATIONS
Keep Feeding Your WCM To Gain A Competitive Edge In Customer Experience
Supplemental Material
Related Research Documents
This is an excerpt
Buy Risk-Free
Price: US $499
Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.
Already a Forrester Client? Log in to read this document.