MAIDENHEAD, England July 13, 2011 The Forrester Wave™: Web Content Management for Online Customer Experience, Q3 2011 , July 2011
"We are very proud of Forrester’s continued recognition that we are a market leader in the Web Content Management landscape," said Jan Jaap Kolleman, CEO of SDL’s Web Content Management Solutions division. "That Forrester rated us with both the strongest ‘current offering’ and ‘strategy’ we believe places us as a clear leader in this competitive playing field. The successful development of SDL Tridion® 2011 is attributed to the passion for the product, our employees and our customers."
To further highlight SDL’s leadership strategy, Forrester acknowledges that SDL, "Took a step forward in [rich media management] after this evaluation was completed, with the acquisition of European video management vendor Calamares."
The Forrester Wave evaluates, measures and ranks vendors based on current offering, strategy and market presence.
- ‘Current offering’ evaluates vendors using 10 groups of criteria: content authoring; presentation management; library services; globalization and localization; publishing and deployment; content targeting; multichannel delivery; customer experience integration; social and community tools; and product architecture
- ‘Strategy’ evaluates how vendors’ planned enhancements will position the company to support current and evolving customer experience management requirements, and whether vendors have a path to deliver those enhancements given their current technology, internal resources, and partnerships
- ‘Market presence’ evaluates vendors’ installed base, company financials, professional services, global presence and license to reseller partners
Forrester defines Customer Experience Management (CXM) as "a set of solutions which enable the management and delivery of dynamic, targeted, consistent content, offers, products, and service interactions across digitally enabled consumer touchpoints."
Kolleman concludes: "CXM aligns with our Global Information Management approach that enables companies to deliver relevant content to users at the relevant time and in the relevant language. SDL’s approach emphasizes the need to unify a significant range of customer engagement efforts, from managing content and brand experience to blending channel efforts, in a way that maintains consistency and maximizes customer relevance."
SDL is the leader in Global Information Management. Global Information Management enables companies to engage with their customers throughout the customer journey–from brand awareness, to sales and after-sales support–and across languages, cultures and channels.
SDL’s best-of-breed Web Content Management, eCommerce, Structured Content and Language Technologies, combined with its Language Services drive down the cost of content creation, management, translation and publishing. SDL solutions increase conversion ratios and customer satisfaction through targeted information across all customer touch points.
Europe Nick Hall