WCM: A Sexy Tool For Digital Customer Experience

This content also appeared in the June 2013 edition of CRM Magazine.

Web content management (WCM) software has been around nearly as long as the modern Web. This software enables technology pros to develop sites, lets content people create and publish, and helps marketers leverage online channels to engage customers and prospects.

Forrester’s recent research into this vibrant market confirms a fact that buyers of this technology need to be aware of: WCM has become an essential foundation for enabling successful digital experience efforts. And by doing so, it’s supporting one of the last things that corporations and brands can use to differentiate themselves.

Recently, vendors have put resources into expanding features, building, buying, or integrating with various things:

  • Visitor profile, segment, and targeting tools to deliver personalized content in context
  • Capabilities to develop and deploy mobile and social channels of engagement
  • CRM, email marketing, analytics, A/B testing, integrations, and tools
  • Cross-channel insights and reporting
  • Multichannel campaign management functionality
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