In their quest to improve the experiences they deliver to their customers and under pressure to move more business online, companies are increasingly looking at upgrading or replacing their existing web content management systems (WCMs) and their eCommerce systems at the same time. Due to the complexity of adding just one business-critical platform, let alone two, this means looking for help from external partners to lead and manage the effort. What's the best way to identify the best prospective content and commerce implementation partner?
There is no silver bullet, but there are ways to minimize risk. In Digital Clarity Group’s VOCalis research program, where we conduct in-depth interviews with customers involved in complex digital technology integration projects, we've begun to identify key areas where projects commonly go off the rails, and conversely the necessary foundations of successful projects. Ultimately, the latter tend to be cases where the partner demonstrated a combination of technical and project management expertise coupled with superior customer service.
No two such projects are the same, even if they include virtually the same technology systems and the same implementation partners, due to the vagaries of legacy infrastructure and processes that each company has.
If you are in the process of evaluating potential content and commerce implementation partners, there are several important criteria you’ll need to consider:
Content and commerce integration is a complex challenge for even the most experienced implementation partners. Choosing a partner that understands the challenge, and one that takes the time to understand the uniqueness of your organization’s infrastructure and what you want to be able to do, will be essential to your project’s success.
A version of this post was originally published on the Digital Clarity Group website.
Principle Analyst Believing strongly in the value of fact-based research to guide enterprise decision-making, Jill has over 15 years of experience designing information services which companies and institutions use to make critical decisions. Jill has been a trusted advisor to enterprises ranging from Fortune 100 companies to government agencies, and combines product management, research, data analysis, and writing skills with the ability to empathize with customer challenges and provide first-class customer service. Prior to DCG, Jill has worked as an analyst for supply side and buy side companies. Most recently, she was an analyst for scientific publisher Elsevier’s book division, where she conducted pricing and strategy research to support the company’s shift from print to digital. Jill has also covered the publishing industry, libraries and information management for Outsell, where she managed a product review series and a customer council for information management executives. Earlier in her career, Jill spent a decade with IDC’s EMEA division, covering European telecommunications, where she started the company’s research program covering Eastern Europe telcos, and later directed research programs on a variety of enterprise and consumer communications services. Jill is based in the Boston area where she lives with her husband and son.
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