For Information & Knowledge Management Professionals

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	January 12, 2009 Web Content Management Investment Continues Despite The Challenging Economic Climate Findings From Forrester's Q4 2008 Web Content Management Survey by Stephen Powers with Kyle McNabb, Tim Walters, Ph.D., Keith K. Tsang	Average: 9  (2 ratings)

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Executive Summary

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

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