With special guest…<br />Rethinking Your Multi-channel Customer Web Strategy: Seven Trends You Need to Know.<br />
About Perficient<br />Perficient is a leading information technology consulting firm serving clients throughout North Amer...
Your Presenters<br />Stephen Powers is a Principal Analyst with Forrester Research serving content and collaboration profe...
Customer experience management is about more than managing content<br />CONSISTENCY <br />COMMUNITY <br />CONSUMER<br />CH...
It’s about more than just a single channel<br />Web<br />Mobile<br />Email<br />Kiosks<br />Print<br />Emerging channels<b...
Don’t fall into the trap of herding content<br />It’s about more than just management<br />
It’s about extracting business value<br />
Customer Experience Management (CXM)<br />A set of solutions which enable the management and delivery of dynamic, targeted...
July 13, 2011 “The Forrester Wave™: Web Content Management For Online Customer Experience”<br />A variety of components co...
The Seven Trends<br />
Trend #1: Process, deliver, measure<br />Process<br /><ul><li>WCM
 Portal
 DAM
 CRM
 Content authoring tools
eCommerce
 Desktop publishing</li></ul>Deliver<br /><ul><li> Search
 Personalization
 Recommendations engines
 Campaign management
 Customer service interaction management solutions</li></ul>Measure<br /><ul><li> A/B testing
Upcoming SlideShare
Loading in …5
×

Multi channel web strategy- seven trends you need to know

2,382 views

Published on

Perficient's Michael Porter recently teamed with Forrester's Stephen Powers to discuss seven key trends we are seeing on customer facing sites. It's not just about managing content anymore. It's about customer experience management (CXM) via a variety of different channels that include mobile and social.

Published in: Technology, Business
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
2,382
On SlideShare
0
From Embeds
0
Number of Embeds
453
Actions
Shares
0
Downloads
46
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide
  • Make these build (the creation parts)
  • Social is no longer just a generic strategy. Instead:Social is a channel (FaceBook, LinkedIn, YouTube, etc.)Social is an engagement method (user generated comments, blogs, threaded discussions, polls, etc.)Social is a way of measuring engagement (social analytics)Ultimately, social – as part of customer engagement – is no longer the exception; it’s the rule.
  • Last bullet point – get rid of WCM.Video – we should put that in there.
  • DAM ananolgySomeone will snap up meepsOrganizations spent a good chunk of the 2000s re-engineering content processes from being print-centric to being web-centric.Now, they are faced with re-engineering processes from being web-centric to being mobile-centric.But we can’t keep changing processes every time a new channel emerges.Content will need to be managed channel agnostically, and with the correct level of granularity, so it can easily be transformed by a delivery tier that truly serves multiple channels. Manual intervention for multi-channel content transformation will need to be kept to a minimum.
  • Content targeting has been around for years, but organizations found large scale rules-based content targeting projects to be resource-intensive to set up and administer.Now, algorithmic-based targeting, powered by search engines, have made these projects more realistic to achieve.There still is a place for rules-based targeting on certain high-profile pages, but algorithmic-based targeting can supplement it.Other uses for algorithmic-based targeting:Campaign micrositesRecommendationsTargeted navigation
  • Portal – add blockIBM, Adobe, Oracle
  • Multi channel web strategy- seven trends you need to know

    1. 1. With special guest…<br />Rethinking Your Multi-channel Customer Web Strategy: Seven Trends You Need to Know.<br />
    2. 2. About Perficient<br />Perficient is a leading information technology consulting firm serving clients throughout North America. <br />We help clients implement business-driven technology solutions that integrate business processes, improve worker productivity, increase customer loyalty and create a more agile enterprise to better respond to new business opportunities. <br />
    3. 3. Your Presenters<br />Stephen Powers is a Principal Analyst with Forrester Research serving content and collaboration professionals. Stephen is a leading expert on multiple aspects of enterprise content management including web content management and digital asset management. Stephen helps Forrester clients build content management systems to implement information management strategies and improve customer experiences.<br />Michael Porter is Principal of Perficient’s national Portals and Collaboration practice. Michael leverages his more than 15 years of experience and expertise with different portal solutions and complementary technologies to develop and evolve Perficient's portal offerings. He supports Perficient's sales and marketing organizations through the creation of industry-leading services that help clients understand their enterprise portal.<br />
    4. 4. Customer experience management is about more than managing content<br />CONSISTENCY <br />COMMUNITY <br />CONSUMER<br />CHANNEL <br />CREATION<br />CONTEXT <br />CONTENT<br />CONTENT <br />
    5. 5. It’s about more than just a single channel<br />Web<br />Mobile<br />Email<br />Kiosks<br />Print<br />Emerging channels<br />
    6. 6. Don’t fall into the trap of herding content<br />It’s about more than just management<br />
    7. 7. It’s about extracting business value<br />
    8. 8. Customer Experience Management (CXM)<br />A set of solutions which enable the management and delivery of dynamic, targeted, consistent content, offers, products, and service interactions across digitally enabled consumer touchpoints.<br />
    9. 9. July 13, 2011 “The Forrester Wave™: Web Content Management For Online Customer Experience”<br />A variety of components comprise CXM solutions<br />
    10. 10. The Seven Trends<br />
    11. 11. Trend #1: Process, deliver, measure<br />Process<br /><ul><li>WCM
    12. 12. Portal
    13. 13. DAM
    14. 14. CRM
    15. 15. Content authoring tools
    16. 16. eCommerce
    17. 17. Desktop publishing</li></ul>Deliver<br /><ul><li> Search
    18. 18. Personalization
    19. 19. Recommendations engines
    20. 20. Campaign management
    21. 21. Customer service interaction management solutions</li></ul>Measure<br /><ul><li> A/B testing
    22. 22. Multivariate testing
    23. 23. Web analytics tools
    24. 24. Social analytics</li></li></ul><li>Trend #2: Business-oriented experience management<br />Business oriented management functionality includes:<br />In-context content editing.<br />In-context presentation editing, including drag-and-drop placement of components, rich media, and RIAs.<br />Content targeting and segmentation management.<br />Campaign management.<br />Globalization and localization.<br />
    25. 25. Trend #3: Social comes of age<br />Measuring engagement<br />Interaction<br />Channel<br />
    26. 26. Trend #4: Rich media management<br /><ul><li>Increased customer expectations
    27. 27. Increased internet bandwidth
    28. 28. Decreased creation costs</li></ul>Source: Flickr (http://www.flickr.com/photos/paultraf/603176484/)<br />
    29. 29. Trend #4: Rich media management<br /><ul><li>Many organizations which previously haven’t managed rich media assets are taking a second look.
    30. 30. But the “Digital Asset Management” has different definitions, depending on which vendor you speak with.
    31. 31. Video is driving interest in rich media management.
    32. 32. DAM will revert to its original definition (for media and publishing), while newer rich media management products will converge with CXM.</li></li></ul><li>Trend #5: Multichannel content management<br />Content<br />?<br />
    33. 33. Trend #6: Content targeting comes of age<br />
    34. 34. Trend #7: The myth of the single CXM suite<br />AB and multivariate testing <br />Analytics<br />WCM<br />Content targeting <br />Document output management <br />Mobile <br />DAM<br />CRM<br />Search<br />Social tools <br />Email campaign management <br />eCommerce<br />Portal<br />
    35. 35. Conclusion and recommendations<br />To address the trends in CXM, make sure to:<br />Align – and organize – your core stakeholders.<br />Assess your maturity against the technologies in the “Process/Deliver/Measure” framework.<br />Inventory your technology and perform a gap analysis.<br />Prioritize!<br />Source technology and connect the dots strategically.<br />
    36. 36. Q & A<br />Contact:Michael PorterPrincipal, Portals and Collaboration<br />Michael.Porter@perficient.com<br /> or<br />Sales@perficient.com<br />
    37. 37. Follow Perficient Online<br />Perficient.com/SocialMedia<br />Daily unique content about content management, user experience, portals and other enterprise information technology solutions across a variety of industries.<br />Twitter.com/Perficient<br />Facebook.com/Perficient<br />

    ×