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Software Users Reveal Emotions About Enterprise Content Management Vendors and Three Shine Via SoftwareReviews

ECM software users name Nuxeo, DocuWare, and Xerox DocuShare as the 2020 SoftwareReviews Emotional Footprint Award winners

SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2020 Enterprise Content Management (ECM) Emotional Footprint Awards naming the following three champions:

  • Nuxeo
  • DocuWare
  • Xerox DocuShare

Nuxeo ECM’s software users said that they were happiest with product enhancements that they never got charged extra for, and that they found the vendor to be inspiring. DocuWare’s users were most satisfied with how the vendor is continually improving, while Xerox’s DocuShare users expressed major satisfaction with the vendor’s respectfulness and trustworthiness.

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Each of these ECM vendors earned a Net Emotional Footprint score of well above the average of 86%. The Emotional Footprint Diamond illustrates the customer experience with software vendors, showing a complex relationship spanning procurement, implementation, service and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view.

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As for the point of view of ECM vendors, Andrea Malick, director of research, data & analytics, at Info-Tech Research Group explains, “Enterprises grappling with millions of documents are looking for the content management solution that will simplify their experience. The solution providers who focus as much on understanding people’s relationship with their information as on the technology have distinguished themselves in this product landscape, whether these are familiar stalwarts or innovative upstarts.”

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