MarthaStewart.com: Making the Case for Customer-Centric Content Management
http://rockleybulletin.com/featurearticle2.php?id=165_0_2_0_C

Rockley Bulletin
2006

Abstract:

When you hear the term "customer centric content management", you might think we're talking about marketing content. We're not. We're talking about managing the delivery of all types of content, including marketing content. And, we're specifically talking about providing individuals -- people -- both existing and prospective customers, with only the content that is relevant and of interest to them. You may think you already do a good job at this task, but in most organizations, there is significant room for improvement. Most of the problems are caused by one very big mistake: failing to listen.