Abstract
Customers expect businesses to give them the right information at the right time—and in a form that is convenient to the customer. How can content management technology help your organization meet this expectation consistently and efficiently? In this report, we examine how content management systems have evolved in the past as a backdrop to explaining why and how they are changing again. Then, to help you refine your cross-channel content-management strategy, we present four guiding principles for managing content and analyze the key characteristics of systems that will meet emerging cross-channel communication requirements.
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