|
July 13, 2011
The Forrester WaveT: Web
Content Management For Online
Customer Experience, Q3 2011by Stephen Powersfor Content & Collaboration Professionals
Making Leaders Successful Every DayFor Content & Collaboration Professionals
July 13, 2011
The Forrester WaveT: Web Content Management For Online Customer Experience, Q3 2011SDL And Adobe Lead The Way To Customer Experience Management (CXM)by Stephen Powerswith Matthew Brown and Joseph Dang
Executive SummaryThe web content management (WCM) market is in transition. Functionality to enable publishing to the Web - whether internally or externally - has become commoditized. Yet now, the WCM market is growing based on customer experience management (CXM) needs, including multichannel delivery, content targeting, analytics, and integration with other CXM technologies. Forrester evaluated 10 WCM products across approximately 115 criteria and found that they have a lower level of maturity when viewed against these capabilities. SDL and Adobe lead due to their rich functionality, strategy, and enterprise track record. Strong Performers Sitecore, FatWire, OpenText, and Autonomy all provide strong options. Contender Ektron has solid functionality, but needs to work on its enterprise-level track record. Contender IBM lacks the broad set of capabilities others have in WCM, but has other CXM software assets and a strategic integration road map. Contenders Microsoft and Oracle have less of a CXM focus, but are legitimate alternatives for less interactive experiences.
table of Contents NOTES & RESOURCES2 A Multitude Of Players Populates The WCM Forrester evaluated 10 products and 30 user Market companies.3 Customer Experience Management: The Real WCM Differentiator Related Research Documents6 Web Content Management For Online "Web Content Management Is Alive And Well In Customer Experience Evaluation Overview 2011 Thanks To Online Customer Experience"March 17, 20119 The Results: SDL And Adobe Lead, But All Need Work To Fully Support CXM "The Seven C's Of Web Content Management"11 Vendor Profiles February 2, 2011
15 Supplemental Material
© 2011 Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, RoleView, Technographics, TechRankings, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective owners. Reproduction or sharing of this content in any form without prior written permission is strictly prohibited. To purchase reprints of this document, please email clientsupport@forrester.com. For additional reproduction and usage information, see Forrester's Citation Policy located at www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.2 The Forrester WaveT: Web Content Management For Online Customer Experience, Q3 2011 For Content & Collaboration Professionals
a multitude of players populates the wcm marketEvolving multichannel needs and the absence of any truly dominant players have led to a fragmented WCM market. A large number of vendors now support internal and external web publishing and experience management requirements. These players include:
· ECM vendors. Players such as IBM, Microsoft, Oracle, and OpenText have broad offerings 1across the entire enterprise content management (ECM) spectrum. ECM clients may find that they can leverage existing relationships with these vendors to score favorable license deals for WCM products. OpenText continues to devote resources to two WCM products: Web Experience Management (formerly Vignette), which we have evaluated in this report, and Web Site Management (formerly RedDot), which the vendor targets at organizations that need to quickly create and deploy both internal and external websites. In addition, since we performed this evaluation, Oracle announced its intention to acquire FatWire, giving it a stronger entry in the CXM space.
· CXM stack players. An array of vendors have begun to put together some, though not all, of the technology pieces needed to support online CXM. IBM offers WCM, portal (IBM WebSphere), marketing tools (Unica), commerce (IBM WebSphere Commerce Server), and analytics (Coremetrics). Adobe has WCM (Day), analytics, testing and optimization, and recommendations (Omniture). SDL features WCM, globalization services, and recommendations (Fr... [download for more]
|
