By Christie Flanagan on Oct 10, 2013
This article first appeared in the September issue of the Oracle
WebCenter InDepth Newsletter. Get best practices and deployment advice from Oracle
expert John Brunswick in this column. Passionate about both business and
technology, John focuses on maximizing IT's ability to streamline and optimize
As organizations look to increase conversion rates for sales of their products and services, a focus on creating a cohesive marketing strategy becomes essential. The wide range of channels, publishing, and personalization capabilities available today presents incredible opportunities—but simply publishing content across a range of channels is only the first step in this journey. Here are some pragmatic, though not comprehensive, considerations for embarking on multichannel marketing efforts.
Establish a common
customer view. To deliver meaningful content personalization across one or more
channels, the ability to leverage a common customer view is essential. This key
technical capability forms a foundation that can be reused across marketing
Filter and liberate
profile data. Between web logs, customer relationship management information,
enterprise resource planning data, application usage, in-store activities,
direct-mail responses, and other sources, determine what portions of
information are truly significant as they pertain to the common customer view.
Ensure that marketing has the ability to access and analyze the information
without the need for IT staff.
Given that the number of channels is only set to expand, it is critical that
any integrations across systems leverage flexible technical patterns. Any
system or data types to be included should follow a consistent reference model
to ensure standardization and scale.
overarching campaign analytics and management. The ability to perform
closed-loop analysis is critical to refining customer interaction analysis and
marketing segments. Marketing activities should always tie back to a
centralized campaign management capability.
creation effort. Brand and message consistency across web, retail stores,
catalogs, direct mail, mobile, and other channels is crucial. Content creation
effort is often drastically underestimated, especially when developing authentic,
targeted materials within a campaign.
Spotlight Oracle OpenWorld Session - Oracle WebCenter Sites Strategy and Vision [CON9401]
Featuring Real Madrid Club de Futbol
Monday, Sep 23, 12:15 PM - 1:15 PM
Moscone West - 2016
The Web content management market has gone through rapid changes in recent years as objectives have evolved from facilitating content publishing to optimizing the digital customer experience. Our multichannel world—with social media, mobile, and e-mail—has added complexity for digital marketers and has changed the perception of what role corporate brand Websites are supposed to play in this new era. In this session, learn what’s new in Oracle WebCenter Sites 126.96.36.199, what’s coming on the product roadmap, and how the solution is evolving so you can continue to deliver engaging cross-channel experiences that keep your business moving forward. You’ll also hear from Real Madrid about how it used Oracle WebCenter Sites to transform its digital experience.
Today’s guest blog post was written by Stephen Schleifer. Stephen is Senior Principal Product Manager for Oracle’s Web Content Management (WCM) solution, Oracle WebCenter Sites.
It’s no secret that the WCM market has gone through a series of rapid changes over the past five years or so, in part because the business objectives driving the use of these systems evolved (from content publishing to online experience), and in part due to the changing nature and role of corporate websites, or brand sites. We are now living in a multichannel world -- with the rise of social networks, increased use of campaign marketing (including social media, email marketing and promotional microsites), and of course, the fact that more people are accessing the web via mobile devices than ever before. All of this has amounted to added complexity for web marketers to manage their brand and message across all these channels, but it has also changed the perception of what role a brand site, and by way of it, a WCM system, is supposed to play in online marketing.
While most still agree that a brand site is an important place for customers to acquire information about a company’s products and services, others propose that as more traffic and leads are generated through alternate channels that they should become the main focus of online marketing and customer engagement efforts.
I would argue that it’s not an either/or proposition, but instead what’s needed more often than not is a more blended approach, and in fact, your brand site should serve as the centralized point of your online marketing strategy. Why? Because it’s the one place where all these channels tend to converge -- it’s the glue that holds your brand and message together across all these diverse customer touch points. Linking these channels back to your brand site is also important because it’s the place where you control the message, and it’s ultimately where you can engage customers in more dynamic ways, as the experience you create there is entirely of your own making.
WCM systems are the technology set that provides the tools for marketers to manage corporate web sites, and they are unique in their ability to support a wide variety of cross-channel online marketing value propositions; these include:
– Extending the reach of / re-purposing content between brand sites and social media: For example, by enabling site visitors to engage in interactions around site content and then extend the reach of that content by sharing it to their walls. Or by repurposing content on your site such as articles, blog posts or promotional offers for publishing on social media pages. Conversely, many organizations are choosing to host promotional or educational video on social video sites such as YouTube, but then integrate those videos within the context of brand site pages as streaming content. All this can be facilitated by a WCM system.
– Seamlessly adapting brand site content for delivery though the mobile channel: Mobile has been a difficult channel for marketers to master, but we’re at the point where technologies like HTML-5 and approaches like responsive design where effective mobile web experience has become a reality, as you can now design once for your branding site, and have those templates instantly adapted and optimized for mobile delivery. While this is not the only effective approach to mobile web (depending on your business objectives, you may indeed want to develop mobile templates or mobile-specific sites), most WCM systems are now flexible enough to support multiple approaches.
– Integrating websites with email marketing for cross-channel marketing automation: Bringing together WCM and email marketing makes a lot of sense, because the better the two work together, the more consistent, targeted and effective your online campaigns will be. Both systems leverage content such as text and images that will need to be duplicated or adapted across channels for web landing pages, email blasts, etc. -- the more you can centralize the management of that content for more effective cross-channel publishing, the more you can be sure that your branding and message will be consistent and clear to your customer. Both systems also require some level of personalization to ensure that the various customer segments in a campaign are spoken to with a relevant message – and whether it’s being featured in an email or somewhere on your site, that message must remain the same. Integrating the customer segment data that is being captured in your WCM system with that in your marketing campaign system (not to mention CRM) is key to be able to provide a unified profile across these customer-facing touch points, and in turn can help to ensure more effective targeting.
Whatever role you decide is best for your corporate website to play in your online marketing mix, there is no escaping that it continues to be as relevant as ever in today’s multi-channel world. Think of it as a kind of digital hub for online experience, and your WCM system is the backbone for creating and managing engaging, cross-channel experiences.
Your customers expect a brand experience that is engaging, consistent, and connected across Web, mobile, and social channels. To deliver on these expectations, you must transform your online customer experience into one that is personalized and relevant, social and interactive, and optimized for multichannel delivery.
Attend one of Oracle's Forums to learn how Oracle’s Web experience management solution can help you develop a connected and engaging online customer experience that drives sales and loyalty. You’ll learn:
Oracle Forum Philadelphia - Sponsored by Deloitte and Avio Consulting
Wednesday, February 20, 2013
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Tuesday, March 5th, 2013
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Thursday, March 14th, 2013
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Oracle WebCenter is the center of engagement for business—powering
exceptional experiences for customers, partners, and employees. It connects
people, process, and information with the most complete portfolio of portal,
Web experience management, content, imaging and collaboration technologies.