Introduction
To deliver the 'ultimate customer experience' companies need 'one view' of the customer and customers need 'one view' of the organisation. To achieve this, customers require a seamless and relevant experience at every touch-point (web, call centre, print) during every interaction. This creates a considerable challenge in a world that sees business and government being increasingly dispersed across multiple sites. A change in mindset, technology and approach is needed to effectively manage enterprise content in this environment.
The emergence of Enterprise 2.0 thinking sees content and knowledge becoming the primary differentiators of the future supported by Web 2.0 philosophies and tools. It also heralds an evolution in the way enterprises organise, publish and discover information and enables the 'unlocking' of knowledge and content most valuable to an organisation - that is held in people minds. This can provide a new source of differentiation and generate a significant increase in competitiveness and return on investment.
Jadu's Enterprise Content Management (ECM) strategy can support organisations in delivering the evolution occurring in enterprise content management and capitalising on the sources of differentiation it provides. Based on Enterprise 2.0 thinking and Web 2.0 technologies, it delivers an effective means of accessing and managing existing content across multiple touch points, within and between organisations. Enterprise 2.0 is as much about an integrated approach to people as it is to the integration of back-office systems that enables the 'ultimate customer experience' for each and every interaction.
The nirvana of ECM is essentially to organise information across the enterprise. To bring order to the chaos of distributed content, documents, data and knowledge. Implementation of a sensible content management strategy need not mean total upheaval and re-skilling. Rather, a phased approach can generate better adoption, better integration and a much greater degree of customer service. The only dependency then, is governance and the right technology to enable, empower and inform people.