This document discusses the benefits of enterprise content management (ECM) based on a survey of over 1,200 end users. It finds that organizations with more mature, strategic ECM programs experience significantly better outcomes than those without ECM or with more tactical ECM programs. Specifically, strategic ECM organizations reported 2 to 5 times higher rates of effectiveness in areas like managing electronic information, IT and records staff competency, and being more effective than peers. The document encourages readers to develop strategic, enterprise-wide ECM programs to realize similar benefits.

1. Put the ECM Multiplier
to Work for You
What are end users trying to accomplish?
How well are they succeeding?
John Mancini
President, AIIM

2. • AIIM: The leading industry association
representing professionals working in Enterprise
Content Management (ECM).
• Market Education
• Peer Networking
• Industry Advocacy
• Professional Development

3. www.aiim.org/training
The only roadmap for competency in Electronic
Records Management (ERM) and Enterprise Content
Management (ECM)—Industry certificate program
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4. Key Demographics
• Survey conducted in March 2007 using an on-line
instrument.
• Total participation = 1,226 end users
Size of organization...
19% = small organizations
26% = mid-sized organizations
56% = large organizations

5. Key Demographics
• Survey conducted in March 2007 using an on-line
instrument.
• Total participation = 1,226 end users
Geographic distribution...
52% = United States
15% = United Kingdom
9% = Canada
7% = Australia and New Zealand
7% = Continental Europe
10% = Rest of World

6. Key Demographics
• Survey conducted in March 2007 using an on-line
instrument.
• Total participation = 1,226 end users
Vertical Industries...
15% = State, local, provincial government
12% = Professional practices
9% = Banking and finance
8% = Utilities, oil and gas
7% = Federal government
6% = Insurance

7. Key Demographics
• Survey conducted in March 2007 using an on-line
instrument.
• Total participation = 1,226 end users
Organizational role...
26% = IT staff and executives
26% = Records management
18% = Document management/imaging
12% = Line of business/executives

8. Why do end users care about ECM?
• COST-DRIVEN USERS
• Improve efficiency
• CUSTOMER-DRIVEN
• Reduce costs USERS
• •
Increased profits/Better Better customer service
performance
• Leadership/Competitive
advantage
• RISK-DRIVEN USERS
• Faster turnaround/
• Improved response
Compliance
• Risk management/
Business continuity

9. Why do end users care about ECM?
Cost-driven users
Customer-driven users
Risk-driven users
56
51
44 43
37
31 30
29
26
24
19
15
2004 2005 2006 2007

10. What challenges do end users
face in implementing ECM?
13
Lack of training suppliers, external staff
31
Lack of training internal staff
17
Failed to think beyond our business unit
22
Underest effort to distill or migrate content
15
Poorly defined business case
19
Taxonomy or metadata concerns
13
Failed to prioritize content
30
Uneven usage--poor proc or enforce
19
Low acceptance due to poor design or imp
42
Underestimated process and org issues
30
Project derailed by internal politics
21
Excessive “scope creep”
13
Budget was overrun

11. What does the typical ECM
technology profile look like?
37
Compliance
21
HR mgmt
18
ERP
53
E-mail mgmt
32
Industry specific
25
Cust serv and CRM
7
Claims processing
27
E-discovery
13
Case mgmt
36
Bus cont and risk
24
AP/inv processing

12. How do end users evaluate ECM
purchases?
5
Don’t know
5
Not important at all
18
Somewhat unimportant
44
Somewhat important
28
Very important

13. ECM Multiplier

14. How would you best characterize your
organization’s experience with DM and RM
technologies?
We are deploying and
369
Strategic implementing an enterprise
scale DM and RM capability
We are currently integrating
231 our DM and RM projects
Transitional across departments
We have undertaken one
349 or more RM or DM
Tactical projects at department
level
We have not yet begun a
242
Nothing significant DM or RM
project

15. Core Demographics
Organizational Size
1-100 100-1000 >1000 N=
Nothing 25% 29% 46% 242
Tactical 16% 26% 57% 349
Transitional 18% 23% 59% 231
Strategic 17% 24% 59% 369

16. Overall effectiveness of your organization in managing,
controlling and utilizing electronic information (those
responding 7, 8, 9, 10 on 10 pt scale)
53
4.8X more effective
11
No ECM Strategic ECM

17. High electronic records competency of IT staff
(those responding 7, 8, 9, 10 on 10 pt scale)
50
3.8X more effective
13
No ECM Strategic ECM

18. High electronic records competency of executive
management (those responding 7, 8, 9, 10 on 10 pt
scale)
40
4.0X more effective
10
No ECM Strategic ECM

19. High IT competency of RM staff
(those responding 7, 8, 9, 10 on 10 pt scale)
62
2.2X more effective
28
No ECM Strategic ECM

20. E-discovery advantage
(% that could produce all the information about a
customer in less than 1 week)
45
1.5X more effective
30
No ECM Strategic ECM

21. Confidence in electronic information
(% “confident” or better)
60
2.0X more effective
30
No ECM Strategic ECM

22. Effectiveness in managing information compared to
peers (% “more effective” or “much more effective”)
40
5.1X more effective
9
No ECM Strategic ECM

23. PUBLIC SECTOR: How does the effectiveness of your
organization compare to your peers? (% “more
effective” or “much more effective”)
44
2.3X more effective
19
No ECM Strategic ECM

24. PRIVATE SECTOR: How does the profitability of your
company compare to your peers? (% “more profitable”
or “much more profitable”)
56
1.5X more effective
37
No ECM Strategic ECM

25. • johnmancini@aiim.org
• www.aiim.org
• www.aiim.typepad.com
Stop by the ECM Exchange and get a
free voucher for our education courses