Focus Sharpens on Management of Customers' Online Experience

[ECTNews]

 Two events in the CRM industry this week are shining a spotlight on a broad and sometimes nebulously defined space. First, Oracle announced its agreement to acquire FatWire, a provider of Web experience management software. Second, Adobe rolled out its Digital Enterprise Platform for Customer Experience Management. Customer experience management, of which Web management is an important subsector, can be defined in many ways, but at the crux of all the explanations is a focus on the customer experience.