Online Customer Engagement Software

Options for Enhancing Public-Facing Web Sites


The Online Customer Engagement Software Ecosystem
Forrester Research, Inc. - February 2010

In this independent research report, Stephen Powers of Forrester Research examines the online customer engagement software ecosystem and concludes that "enterprises need to forget the single vendor customer engagement dream and wake up to the multivendor reality".

This report catalogs the components of online customer engagement software and outlines three vendor categories:

  • Content Management
  • Enterprise Marketing
  • New Breed Engagement
Included are examples of each along with a discussion of on-premise and cloud-based delivery models.


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