Develop a Web Experience Management Strategy

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Web Experience Management (WEM) solutions have emerged as applications that provide marketers and other customer experience professionals with a complete set of tools for web content management, delivery, campaign execution, and site analytics.
However, many organizations are unsure of how to leverage these new technologies to enhance their customer interaction strategy.

Our Advice

Critical Insight

WEM products are not a one-size-fits-all investment: unique evaluations and customization is required in order to deploy a solution that fits your organization.
WEM technology often complements core CRM and marketing management products – it does not supplant it, and must augment the rest of your customer experience management portfolio.
WEM provides benefits by giving web visitors a better experience – leveraging tools such as web analytics gives the customer a tailored experience. Marketing can then monitor their behavior and use this information to warm leads.

Impact and Result

Deploy a WEM platform and execute initiatives that will strengthen the web-facing customer experience, improving customer satisfaction and unlocking new revenue opportunities.
Avoid making unnecessary new WEM investments.
Make informed decisions about the types of technologies and initiatives that are necessary to support WEM.

Develop a Web Experience Management Strategy Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should develop a WEM strategy, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

Develop a Web Experience Management Strategy – Executive Brief

1. Harness the value of web experience management

Make the case for a web experience management suite and structure the WEM strategy project.

2. Create the vision for web experience management

Identify the target state WEM strategy, assess current state, and identify gaps.

3. Execute initiatives for WEM deployment

Build the WEM technology stack and create a web strategy initiatives roadmap.

Workshop: Develop a Web Experience Management Strategy

Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Launch the WEM Selection Project

The Purpose

Discuss the general project overview for the WEM selection.

Key Benefits Achieved

Launch of your WEM selection project.
Development of your organization’s WEM requirements.

Activities

Outputs

1.1

Facilitation of activities from the Launch the WEM Project and Collect Requirements phase, including project scoping and resource planning.

WEM Procurement Project Charter

1.2

Conduct overview of the WEM market landscape, trends, and vendors.

WEM Use-Case Fit Assessment

1.3

Conduct process mapping for selected marketing processes.

1.4

Interview business stakeholders.

1.5

Prioritize WEM functional requirements.

Module 2: Plan the Procurement and Implementation Process

The Purpose

Plan the procurement and the implementation of the WEM solution.

Key Benefits Achieved

Selection of a WEM solution.
A plan for implementing the selected WEM solution.

Activities

Outputs

2.1

Complete marketing process mapping with business stakeholders.

Vendor Shortlist

2.2

Interview IT staff and project team, identify technical requirements for the WEM suite, and document high-level solution requirements.

WEM RFP

2.3

Perform a use-case scenario assessment, review use-case scenario results, identify use-case alignment, and review the WEM Vendor Landscape vendor profiles and performance.

Vendor Evaluations

2.4

Create a custom vendor shortlist and investigate additional vendors for exploration in the marketplace.

Selection of a WEM Solution

2.5

Meet with project manager to discuss results and action items.

WEM projected work break-down
Implementation plan
Framework for WEM deployment and CRM/Marketing Management Suite Integration

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Table of Contents

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Get the help you need in this 1-phase advisory process. You'll receive 3 touchpoints with our researchers, all included in your membership.

Call 1: Harness the value of web experience management

Understand the value of WEM; structure the WEM project; define web experience metrics.
Call 2: Create the vision for web experience management

Conduct the environmental scan and persona analysis; formulate strategic requirements for web experience management.
Call 3: Execute initiatives for WEM deployment

Review WEM best practices; create a web experience initiatives roadmap.