Web content management is no longer about managing pages on a website; instead, it’s now at the center of where marketing activities and customer engagement is carried out. Once holding a focus on publishing and management of web content, marketers can now expect CMSs to improve the development and management of entire digital customer experiences. Digital experiences that are driven by content, optimized with data, and delivered across all online channels. Additionally, a modern web CMS will utilize and manage data from CRM, ERP and other applications to deliver unique, personalized experiences.
Consumers expect a seamless digital experience. The following are just a few of the ways your web CMS should be helping to make this a possibility:
Personalized Digital Experiences
Modern CMSs are making it easier than ever for small businesses to go beyond personalized emails to engage customers. They are able to design and content elements across websites, portals, mobile apps and more, create various user personas or user segments, display targeted and contextual content to these different user segments, and personalize the design on the basis of various criteria that has proven to work via analytics. Although it delivers profoundly better results, it is still by no means “easy.” Marketing managers still have their work cut out for them as they test and iterate working with CTOs to outline the depth of personalization while creating a map content to specific user groups and scenarios.
Instead of multiple marketing teams taking on efforts to globally promote an array of products and services on a single website, this should be done across various digital properties – microsites, mobile apps, social media, augmented and virtual reality, and more. A modern CMS natively supports an API-first approach to content management that enables multi-channel content authoring, publishing and delivery. Additionally, complete separation of presentation from content and data, and support for any type of UI development framework, combined simplify the task of delivering a wide variety of digital experiences across multiple platforms.
Everything a customer does on your web properties yields insights. This data can then be used to optimize the customer experience. Because of this, you’ll want to look for CMSs equipped with full support for A/B testing, customer journey tracking, customer engagement analysis, predictions and recommendations, goal tracking, campaign tracking and other actions related to analyzing customer data. It’s in your best interest to go above and beyond and use CMS that offers intuitive backend interfaces with integrated BI insights along with the administrative capability to take swift actions on these insights by just a few clicks.
Ease of Integration
Your customers view your digital experiences as one entity. Because of this, if you do not integrate with siloed platforms like CRM, Portals, BI, analytics and other key systems and applications, then you’re just spinning your wheels. Your goal of reaching a 360-degree customer view will be in vain.
Modern CMSs enable easy integration by offering out-of-the-box connectors for major CRMs, search platforms, e-commerce, language translation, databases, publishing platforms, analytics, etc. Additionally, you need to be able to easily integrate with existing systems and web applications through APIs.
It is necessary for every company or organization to identify their own unique challenges, marketing objectives as well as their desired business outcomes, goals and expectations. This should be done prior to beginning the journey of selecting and implementing a web CMS. The key is knowing how to use your choice of tools. If you have any questions about how a modern web CMS can support your enterprise’s digital experience, drop us a line at Crafter. One of our professionals will be happy to discuss a solution with you.