Enterprise Content Management (ECM)

Enterprise content management is an integrated approach to managing documents, web content, and digital assets.

Latest Research

  • For Enterprise Architecture Professionals

    REPORT: ECM Requires Investment: Five Key Elements To Include In Your Business Case

    Business Case: The Enterprise Content Management Playbook

    October 19, 2018 Cheryl McKinnon

    Enterprise architects play a central role during business case development by establishing clear goals, desired benefits, risks, and capacity gaps when requesting the financial investments they need to proceed. Checklist five elements of a business case before asking senior management for a "go" or "no go" decision on a content management investment. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are now updating it to reflect our most recent research on enterprise content management (ECM).

  • For Customer Experience Professionals

    REPORT: Now Tech: Voice Of The Customer (VoC) Vendors, Q4 2018

    Forrester's Overview Of 28 VoC Providers

    October 9, 2018 Faith Adams

    CX pros use voice of the customer (VoC) tools to collect and analyze customer feedback, inform customer experience (CX) improvements, and track the results of these improvements. But to access these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size, functionality, geography, and vertical market focus. CX professionals should use Forrester's Now Tech report to understand the value they can expect from a VoC provider and to select vendors based on size and functionality.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Stop Hiding Rates And Fees On Bank Sites

    Digital Feature Fix: Win And Retain Customers With Greater Transparency

    October 5, 2018 Alyson Clarke, August Du Pont

    Our Industry Wave™ evaluations often reveal that some banking websites and mobile apps are missing important content, features, or functions that help customers. Time and again, we see banks, credit unions, credit card issuers, and mortgage lenders making rates and fees difficult to understand with complicated rules and exclusions or by burying crucial information that customers need. This brief explains why transparency is important, illustrates good practices from leading firms, and helps digital teams understand how to present rates and fees effectively.

  • For Customer Insights Professionals

    REPORT: The Forrester Tech Tide™: Artificial Intelligence For Business Insights, Q3 2018

    Road Map: The Customer Analytics Playbook

    September 28, 2018 Brandon Purcell

    AI technologies are evolving fast and growing increasingly critical to firms' ability to win, serve, and retain customers. The imperative exists for these firms not to just adopt a singular AI tech but rather to have access to an arsenal of AI tech that will improve their ability to generate and act on critical business insights. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 14 technology categories that support business intelligence (BI). Customer insights (CI) pros should read this report to shape their firm's investment in these technologies.

  • For Enterprise Architecture Professionals

    REPORT: Now Tech: Content Platforms, Q3 2018

    Forrester's Overview Of 37 Content Platform Providers

    September 26, 2018 Cheryl McKinnon

    You can use a content platform to deliver content and process-centric apps as part of a digital business initiative, to modernize your enterprise content (ECM) strategy, or as part of an overall cloud strategy. But to get these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus. Enterprise architecture (EA) pros should use Forrester's Now Tech report to understand the value they can expect from a content platform provider and select vendors based on capabilities and deployment models.

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