Customer Experience Drives Increased WCM Usage
Yesterday
Today
IT supported Content authoring and
publishing
SMEs and Business users create and own
content
Web Master
Director of Online Strategy
Limited Directory based searches
Search is a business driver
Content Creation
Content
UGC (user Generated Content) is a driver of
opinion, monetizable, permeates into
primetime media
Content
Content Governance
Interlaced Gifs, PDFs
Web 2.0
Customer Experience Drives Increased WCM Usage
“What are your top one or two business drivers for increased deployments or
usage of Web content management?”
63%
Customer experiences
37%
Lower operations cost
New eBusiness
25%
Improve internal communication
25%
16%
IT cost reduction
Brand consistency
12%
Increased sales
12%
Base: 187 WCM decision-makers
(multiple responses accepted)
Source: October 2008 North America, Europe, and Asia Pacific Web Content Management Online Survey
In 2007, customer experience
was 37%.
• Business
agility
• Deliver content quickly to the web to reach
customers and partners
• Promptly respond to competitor moves
Empowers
businesses to
reach web goals
Reach
• Better customer experience
• Deliver engaging Web experience
• Create customer loyalty by delivering better
service
• Affect the bottom-line
• Drive revenue
• Reduce costs
Retain
Revenue
Drive revenue and respond to
internet business needs at low
cost
Easy Publishing
Business Agility
Attract Customers
Consistent branding across
geographies and languages
Service various customer platforms
Enhanced Customer experience
Reduce turnaround times and
cost-of-servicing customer
Platform to build customer centric
processes
Business agility
Deliver commerce through Web
sites
Buy SharePoint, Buy Once  for
Development, Control, governance
and compliance
Extensible trusted .NET platform
On-premise and hosted delivery
options
Microsoft
Microsoft
Microsoft
Microsoft
So that means…
Top market performer
Low hanging fruit
Faster deployment
Microsoft
Web Sites Deployment Skills and Roles
Extranet or Internet
SharePoint
Web Front End Server
Intranet
SharePoint
Web Front
End Server
Active
Directory
Service
ISA
Server
SharePoint
Database
Server
SharePoint
Application
Server
User
Workstation
OEM Document
Server
OEM LOB
Server
Design and
Development Tools
Workflows
FAST Search
Site
Templates
SharePoint Enterprise Web Presence Implementation Team Roles
Analysis
Business
Analyst
Project
Management
Design
SharePoint
Solutions
Architect
Web Design
(Branding)
Implementation
System
Integration
Architect
SharePoint
Deployment
Deployment
SharePoint
Management
SQL Server
Management
Experience
Customization
System
Integration
Management
FAST
Integration
Business Data
Integration
Web
Development
(Controls)
Training
Workflow
Development
Office Suite
and Excel
Experience
BUSINESS AGILITY
Reach out to your customers quickly
• Regulatory changes
• Competitive moves
• Natural events
5%
FAMILIAR ENVIRONMENT
Empower business users to work in a familiar
environment
• Easy for Business users to publish quickly
• Seamless integration with MS Office
• Consistent branding
REACH ANYWHERE
Reach audiences globally with engaging content
• Localization across multiple internet sites
• Flexible content delivery
• Device support
Reaching Web Customers – StatoilHydro
Corporate website gets 4 Million hits from External Stakeholders on Day One
•Statoil and Norsk Hydro - two leading players in the
global oil industry decided to merge in 2007
•Formed Statoil Hydro :
• One of the world’s largest offshore oil companies.
Challenge
Manage and control perception of merger
amongst key stakeholders
Create brand identity of new company
Capabilities Delivered
Enterprise scale website
Quick easy publication
Multilingual websites
Results with SharePoint
Supported 4M hits on Day One
Website Now primary corporate
communication channel
Publishing time down from 7hrs to mins
ENGAGING EXPERIENCE
Flexible and fast design and development
• Latest information, fast!
• Integration of Silverlight design technologies
• Integration of LOB information on Web site
BUILD COMMUNITIES
Empower customers to develop support and information
networks
• Web 2.0 capabilities
• Community site templates for wikis and blogs
• Integrated Office publishing
PERSONALIZED EXPERIENCE
Reach audiences globally with engaging content
• Generic and personalized content
• Options for anonymous and known user access
• Use of audiences
Building Communities - Cadence
Social networking enhances brand for electronic design automation firm
•Cadence Design Systems : world leader in electronic
design automation technologies
•Managed Communication through two Web sites:
•www.cadence.com : corporate Web site
•www.cdnusers.org : community site
Challenge
Exposes customers to more content
Connect users with peers and with Cadence
employees
BUILD BRAND
Reach and retention builds a brand
US
DE
FR
• Brand management across platforms and languages
• Consistent messaging
• Business control
BUILD REVENUE
Extend customer services to generate revenue
• Integrate commerce facilities
• Generic and personalized content
• Integrated FAST product search
MANAGE COSTS
Capitalize on existing infrastructure and skills
• Single platform: Internet, extranet, intranet
• Familiar development toolset
• Reusable skills, reduced training
Cadence Design Systems : Arabic and English language Web
portals for business process integration and automated sales
transactions
Manages sales transactions through Web site:
•www.logtacom : Commerce Web site
Challenge
Build and multiple portal sites on standard architecture
Generate business traffic and trade
Provide multilingual support
Capabilities Delivered
Multilingual enterprise scale Web sites
Advertising, special offer notification
Integrated Microsoft solution
Results with SharePoint
20% per month increase in customer visits per day
Fast deployment of additional portals (60 major retailers in 4
months)
Minimized training costs
SharePoint Development Companies
Develop design skills
Branding
Style guidance
Design
Buy design skills
Design Companies
Develop SharePoint
Develop .NET skills
Buy development skills
Collaboration
Design and SharePoint provider partnership
Design
Define brand
Develop style
SharePoint
Incorporate design
Develop controls
Configure and deploy SharePoint
Development
Deployment/
Management
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© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted
to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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