Develop a Web Experience Management Strategy

Your web presence is your organization’s face to the world: support it with best-in-class tools and technologies for Web Experience Management.

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Your Challenge

  • 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

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.


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.

Onsite Workshop

Book Your Workshop

Onsite 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 onsite 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