For Content & Collaboration Professionals

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	February 8, 2010 The Online Customer Engagement Software Ecosystem Understand Your Options For Supporting Public-Facing Web Sites by Stephen Powers with Matthew Brown, Peter Schmidt	Average: 10  (2 ratings)

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Executive 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.

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

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