The Yankee Group report, "Enterprise Content Personalization Boosts Employee Productivity and Customer Service," illustrates the benefits of providing customers and employees with a personalized view of relevant content and applications. The report details personalization technologies and traits, and explores how personalization is rapidly becoming a core component of many categories of enterprise software including knowledge management, Web content management and enterprise portals.

Today's businesses are focused on enhancing the customer experience and improving employee productivity. An effective way to achieve these goals is to cater to users' specific needs. Often, personalization is achievable without software. However, as businesses scale and priorities change, catering to individuals can become overwhelming. Software can help ease the strain on customer service or operations.

"Businesses should realize these solutions are more than just software applications. They should be thought of as concepts and strategies," says Rob Lancaster, Yankee Group Internet Business Strategies senior analyst. "The engines that process data to develop profiles are the applications. However, these solutions should not be implemented until personalization strategies and goals have been clearly defined for all of the business units affected by customer or employee interaction. Only then can a business realize the full benefits of providing a personalized user experience. In the case of personalization, knowledge truly is power."

Personalization enables businesses to understand how customers, partners, and employees individually create, manage, and present content. Businesses that analyze the user's role within the organization and specific behaviors are able to predict user activity and respond by delivering personalized content more effectively.

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access