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While IT managers are looking to cut costs during the recession, most aren’t looking for savings in Web content management, according to a recent Forrester Research study.
Seventy-two percent of the survey’s 261 respondents said they planned to increase WCM deployments or usage this year, even as many also expressed dissatisfaction with how their projects have turned out. Nineteen percent said their implementations would remain the same, and just 3 percent planned to cut back.
Respondents cited improved customer service and cost savings as top reasons for pursuing WCM.
Wind River, which sells tools and services for optimizing device software, spends about US$800 on each customer-service case fielded by its call center, said CIO Scott Fenton. Wind River’s per-case costs are so high due to the nature of its business, according to Fenton.