December 2006

Editorial It's All About the Customer Organizations create content and lots of it. Much of the content we create is for customers. Typically, content management projects are focused on process improvement and reduced costs, all good reasons for content management, but savings will only be sustainable over the long term if we focus on the customer. This issue of The Rockley Report focuses on customer-centric content management. Ann Rockley begins by defining customer-centric content management and later goes on to describe the components of a content framework that underlies a successful customer-centric content management strategy. Bob Boiko discusses how you address the needs of your customers and in a second article outlines how you can manage the customer relationship through content management. Emma Hamer illustrates how Six Sigma can provide powerful reasons for viewing enterprise content management as a strategic business initiative.