 Customer Engagement Management: a strategic issue for IT
To prevent unmanageable IT sprawl, the IT department needs to retain control of the means of engagement with customers, suppliers and partners
The number of digital channels with which organisations interact with customers, citizens and stakeholders has multiplied and with it the number of requests from marketing and line-of-business departments to deploy or change externally facing applications. Web engagement management – the summation of an organisation's externally acing applications and services – impacts so many corporate systems that IT departments should not abdicate responsibility to content owners in line-of-business and marketing departments.nstead, organizations need WCM to help support rich, contextual, engaging, cross-channel experiences. The growth of new content types, the emergence of new channels, and the increased expectations of customers all drive this significant change in WCM. Now, content and collaboration (C&C) professionals need to remember that the “C” in WCM no longer stands for just content. Instead, they must keep in mind the additional C’s as well: context, channel, consistency, community, consumer behavior, and creation. Ladda ner ditt exemplar av detta whitepaper här
För mer information kontakta Laura Dimaiuta på SDL.
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