With the latest major release of our Web Content Management & Experience Management vendor evaluations (version 21!), we updated our criteria to represent evolving customer needs. I think the changes are meaningful and signal where the industry is going.
The charts below show the before-and-after ratings from Version 20 to Version 21 for the same vendor. Want to guess which vendor? Leave a comment below...
Scenarios are the most important criteria and definitely changed in Version 21. We added a new category of "mid-range" scenarios -- where many customers reside today.
Our technology criteria didn't change, but that doesn't mean technology is unimportant, or that vendors have mastered it. Far from it. These attributes remain critical differentiators.
Similarly, we made only one minor change to Content Services categories. None of these are new concepts, but vendors still struggle to execute on them and customers still struggle to master them. Remember: good experiences start with good content.
Site / Experience Services
Not surprisingly, this category saw the most changes. We broke out mobile as a separate rating, included some specific attributes for digital workplace (a.k.a., intranet) scenarios, and focused more intently on e-marketing services. In the latter category, however, WCXM vendors remain comparatively weak next to best-of-breed alternatives.
Vendor intangibles are timeless, and cross all the technology marketplaces we cover. Our criteria hasn't changed, but you can see that with this vendor, they lost ground in a couple areas. In other words, vendors do change -- sometimes for better, sometimes (as here) for worse...
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