The Documentum Shoe Finally Drops...As ECM Undergoes A Changing Of The Guard

Cheryl McKinnon

My colleague Craig Le Clair did a nice wrap-up of the long-anticipated news of the divestiture of the Enterprise Content Division (ECD) from the newly merged Dell-EMC entity. The move to spin off the Documentum, InfoArchive and Leap platform was expected, it wasn't entirely clear over the last few months who the lucky buyer would be. Step up OpenText!

Craig's post has some thoughtful recommendations for current ECD customers - for today and beyond 2017 - so I won't rehash these points here: read it for yourself

Today's deal, however, caps a rollercoaster couple of weeks in the broader enterprise content management market. Old vendors are merging, divesting, and trying to reinvent themselves in adjacent markets. Just last week, HP Enterprise "merged" its information and content management portfolio - including its ECM and information governance products - with MicroFocus (a vendor with little name brand recognition in these markets)

Yet, new vendors are delivering real innovation in ECM. The OpenText acquisition of its key decades-long rival comes on the heels of the announcements from BoxWorks 2016, as well as Nuxeo's $20M investment from Goldman Sachs.

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Top Reasons The OpenText Acquisition Of EMC’s ECD Will End Up As A Positive For Customers

Craig Le Clair


EMC purchased Documentum in 2003 for $1.7 billion, a very high price tag at the time, and did not grow the core business. Today, the Enterprise Content Division (ECD) business unit consists of Documentum, next-generation content platform Project Horizon, and the archiving solution EMC InfoArchive. Core Documentum products include the Documentum platform, xCP and D2, midmarket ECM solution ApplicationXtender, Captiva, and Document Sciences xPression; additional products include Kazeon, MyDocumentum, and eRoom. A mix of aging and newer and aging technology but lots of customers, which is what OpenText seems intent on accumulating.

A Fresh Focus On Documentum Is Overdue

Documentum products received good ratings in five Forrester Wave evaluations, yet never realized their market potential under EMC. Their future with Dell only looked bleaker. OpenText acquisition gives hope.

A Spinoff Was The Best Hope

EMC is set to become a private company as funding for the deal comes from Michael Dell, private equity firm MSD Partners, and investment firm Silver Lake. As we said in November of 2015, Documentum will only prosper if it's spun into a separate, agile, and more strategically aligned entity. And with OpenText it has.

Customers Should Stay The Course, At Least Through 2017

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The Competitive Dynamics Of Workforce Optimization--A Critical Driver Of Customer Experience--Unpacked

Ian Jacobs

We’ve all heard the idea so much it is now approaching hackneyed cliché: technological-driven disruption can—or will—hit every industry. Uber and Lyft have monkeyed around with the fundamental order of the taxi and livery business. 3D printing threatens manufacturing. And so on and so on. The result of all this disruption: customer experience has become the one true differentiator left to most companies. At the same time, companies have begun to wake up to the idea that customer service is a critical component of overall customer experience. Dimension Data reports that 83% of companies view the contact center as a competitive differentiator, up 30% since 2012.

So, customer service has become a crucial competitive differentiator and in response companies have started to experiment with emerging technologies like cognitive computing, bots, augmented reality, and video chat. But shrewd companies have also recognized that the tools they use to manage and optimize the performance of their customer service organizations can also drive the competitive differentiation they need to thrive. Customer service application pros see workforce optimization (WFO) tools as the fuel that drives customer service organizations. Additionally, in particularly hot areas such as speech, text, and desktop analytics, customer service pros see the ability to not just improve their own team’s performance, but also drive broader business transformation. By deriving insights from actual customer interactions, these tools can help not just customer care, but also marketing, sales, operations, field service, accounts payable, and pretty much any other corner of the enterprise.

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Videoconferencing Is No Longer Boardroom Bound

Nick Barber

Throw open the boardroom doors. Videoconferencing is making a dash to to the huddle room, your desktop, and the cloud. In Forrester’s new Vendor Landscape: Videoconferencing Platforms we look at videoconferencing market trends and the 15 vendors that support the space.


Videoconferencing is a must have for employee experience. It drives hard cost savings with travel reductions and decreased time to market and soft savings with employees--particularly remote workers--who are more engaged. Global software decision makers aren’t in the dark about the benefits of videoconferencing as its implementation has been outpaced only by IP telephony.


There are three key reasons that have driven videoconferencing out of the boardroom including:

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Forrester Continues To Lead CX Research In China And Shares The Vision With Chinese Practitioners

Travis Wu

Forrester conducted another successful conference last Friday, September 1, at our Customer Experience (CX) Marketing Shanghai 2016 Forum.With insightful content, influential industry speakers, and great event organization, we are grateful for the excellent feedback that we received from the delegates who were present.

A total of 190 CX and marketing professionals attended this event, joined by 23 Forresterites from all over the globe. As the event host, I was approached by many attendees during the networking breaks and at the end of the event who unanimously expressed their appreciation and their willingness to work with Forrester for their CX initiatives. CX, though in its early stage in the China market, is getting traction from senior leadership in many organizations, and Forrester is definitely at the forefront of CX research in challenging thinking and leading change.

Forrester analysts and our distinguished guest speakers shared their insights into the following topics with the audience:

  • Innovation. From the latest digital trends to design thinking, companies now have access to an arsenal of methodologies and tools to improve their CX and drive sustainable business growth with CX excellence.
  • Social. Social media is indeed an integral part of our lives, and CX and marketing pros ought to leverage it to take their CX to the next level. Speakers from Tencent, IHG, Decathlon, and Social Touch showcased their thought leadership in this area and demonstrated that social media can help up your game and generate tangible results.
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Google Pitches In To Declutter The Mobile Web

Danielle Geoffroy

On their constant quest to enable users to quickly find the best answers to their questions, Google announced last week that starting in January 2017,  they will bury mobile websites where the content is blocked by intrusive interstitials. In other words, mobile websites that have pop-up ads won’t rank as high in Google’s search results.


We’ve all felt the pain of having to hover our finger over the  closeout sign of a large ad, before we can get to the content we set out to find. This frustrates us, and takes away from the immediacy we desire in mobile moments.


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Facebook Violates Rule #2 Of An Insights-Driven Business: Marry Algorithms And Expertise

Ted Schadler

Facebook can't buy a break with its newsfeeds. Every time it changes the model, somebody complains. But its latest snafu -- turning over the job to an algorithm without expert oversight is not the answer. Posting a fake story just isn't smart. It's not insights-driven; it's head-in-the-sand.

(The provenance of this image is opaque. If you own it, please let me know so I can attribute it properly.)

An insights-driven business is built differently and operates differently. As we say in our report

  • Rule #2: Marry algorithms and expertise to continuously improve outcomes. Algorithms are not a secret sauce; they are a model of the real world. If the algorithm says X and the expert says Y, then there's room to improve either the algorithm or human understanding. Innovators like Allstate Insurance (and Memorial Sloan Kettering Cancer Center) accomplish this by putting product experts (or oncologists) and data scientists in a room to continually refine their cognitive assistants. (see endnote 9)
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Google Will Attack Popup Ads On Smartphones -- Hallelujah!

Ted Schadler
We've all experienced this garbage:
  1. You are on your smartphone.
  2. You find a link that you hope will help you in a mobile moment.
  3. You click with the great hope that it will be exactly what you need.
  4. Some irrelevant popup ad grabs you by the arm and blocks your path.
  5. You suffer through the ad or the countdown before getting to the site. (And feel angry or bad doing it.)
  6. Now you finally find out: Does the website help or have you clicked in vain?
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Frugal Innovation Supports Customer-Obsessed Innovation

Dan Bieler

Photo: Indian By Design

The age of the customer demands that businesses drive innovation at ever faster speeds and with limited budgets. More than ever, innovation is of the essence, and innovation must be cost-effective. Frugal innovation offers an alternative approach to driving innovation as it is based on the tenet to do “more with less” in contrast to the widespread practice to increase the R&D budget. Frugal innovation:

  • Opens opportunities to cater to people “at the bottom of the pyramid.” Traditional R&D often ignores those customers with lower purchasing power. Frugal innovation specifically targets this customer segment, opening up opportunities for new revenue streams.
  • Is complimentary to traditional R&D, not a substitute. Frugal innovation will not replace traditional innovation, but it will add a new approach to drive innovation.
  • Requires a change of mindset and a different approach to innovation. The frugal innovator’s mindset sees constraints not as a disadvantage, but an opportunity. Frugal innovation supports and furthers a mindset for global innovative collaboration.
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The Demand For Industry-Specific CRM Explodes

Kate Leggett

Horizontal CRM solutions — as mature as they are (and they have been around for 20+ years) — don't always do a good job at supporting industry-specific business processes. Consider these examples: CRM users in manufacturing need capabilities to track projects, schedules, time sheets, labor efficiencies, and equipment inventory in addition to core CRM attributes. Alternatively, a real estate professional would like to use CRM to track not only client contact information but also additional data elements such as properties, lease/sales comps, and stacking plans, which illustrate how healthy a property is in terms of tenants and leases.

So, over the years, CRM vendors have built vertical market software applications from the ground up for specific industries. Historic, heavyweight on-premises applications — like Oracle Siebel, with 21 built-on industry verticals — are giving way to newer, more agile software-as-a-service vertical offerings that offer scripted best practices. And other vendors have taken a different tactic and developed lighter-weight systems of engagement to consolidate and visualize data from disparate systems to drive better decision-making. This leaves a CRM buyer with three options to choose from:

CRM Type




Horizontal CRM

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