Real Story Group Warns Against "CXM Suites"

Mar 06, 2013

Customers should remain wary of WCM vendors reinventing themselves as "Customer Experience Management (CXM)" suite providers, according to a new marketplace analysis released by analyst firm The Real Story Group. The new advisory briefing, 2013 Market Trends and Analysis of Web Content & Experience Management Systems, categorizes 36 Web CMS vendors and charts the relative customer risks with each solution.

RSG found that Web CMS vendors are trying to infuse their technology with tools for marketing automation, email marketing, predictive analytics, lead scoring, testing, and optimization, and associated reporting -- all under the umbrella of practicing CXM. However, The Real Story Group advises prospective buyers to perform careful due diligence against vendor claims of providing a comprehensive CXM platform.