Web Content Management (WCM) was the darling technology of the late 1990s. It was positioned as a tool to help IT overcome the complexities of hand-coding web pages and publishing them to the web. The use case for WCM has changed. It is now a marketing tool.
WCM enables marketers to effectively create content and push it to the web. More importantly, WCM solutions allows marketers to create and test content and to monitor how users interact with a web presence. This interaction is key for enabling things like prospect conversion and upsell. In some cases, the website can be customized on-the-fly to appeal to particular customer/prospect desires or expectations.
Of course, with increased complexity comes increased maintenance. IT and marketing professionals must work closely to ensure that the WCM solution is delivering to expectations. The key challenges with WCM typically aren’t related to traditional IT issues. Info-Tech data indicates that enterprises have a good handle on concerns like the usability or the adequacy of various tools. The real concerns include working with marketing to actually discovery up-sell opportunities and convert prospects. These are traditionally marketing issues but they go right to the heart of WCM success.
Recent changes in web user behavior is also forcing people to rethink their WCM and web marketing strategies. Social and mobile are particularly thorny issues. Social content, for example, can give marketers unique tells about a user’s preferences and interests. Mobile, meanwhile, presents challenges for both content delivery and user profiling since a mobile device can provide insights on user location and preferences.
These emerging issues speak to the need for integration. WCM is no longer a completely stand-alone system. IT professionals must consider integration with different tools for customer management, lead management, and social media management.
For more information on WCM, see Info-Tech’s recently published Develop a Web Content Management Strategy. Info-Tech also offers two Vendor Landscapes on the topic: VL: Web Content Management and VL: Web Experience Management.