Trends Report

The Online Customer Engagement Software Ecosystem

Understand Your Options For Supporting Public-Facing Web Sites

February 8th, 2010
Stephen Powers, VP, Tech & Services Portfolio
Stephen Powers VP, Tech & Services Portfolio
With contributors:
Matthew Brown , Peter Schmidt

Summary

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.

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