Date: 19 Jan 2010 Comments: 0

I have a very simple philosophy when it comes to working with a Content Management System (CMS).  The CMS should be a seamless part of your online goals.  That is it.  There should be minimal frustrations after you’ve made the purchase, installed the software (if needed) and been giving some form of training session or training manual.  The problem with most CMS companies is that they hide roadblocks from customers and only reveal after the fact certain things are “not compatible” within their CMS.

Let’s talk about what irritates me when it comes to a CMS and what you need to know when making the CMS purchase:

1.  Customize Everything:  You should have the ability customize every aspect of the page to your liking.  There should be no limitations.  The ideal CMS allows users to create their own unique URL.  This is critical for SEO and for marketing your site.  If the URL is randomly generated or fixed as “.com/page-1″ or “.com/page-2″ that is a problem.  You should be able to customize Title Tags, Meta Descriptions and navigational links.  This is how you are going to market a business, drive SEO traffic and create an easy-to-navigate site.  If the CMS is taking this control away from you then they are not doing their job and you need to look elsewhere.

2.  Blog-Ready:  The CMS company you decide on should have a site that is compatible for blog installation.  Whether this is WordPress or otherwise, if they tell you that you cannot install a blog per se, but can format your page to “look like a blog” then they are amateurs and are stealing your money.  Simple as that.  If you are approaching your online strategy with SEO at the forefront (and why would you not?) then a blog is going to be critical to building traffic and connecting with the consumer.  There is no reason to be constantly updating interior pages with new content.  That is the purpose of a blog.  It gives you the freedom to react to industry news, make company announcements and take on a personality in writing that accurately communicates your brand.

3.  Built for all Browsers:  This is a new situation I’ve encountered that is just lazy.  While you may be able to access your website from Internet Explorer, FireFox, Safari or Chrome the actual editor itself may not be accessible via all these browsers.  In fact, a couple CMS that I’ve recently worked with are not compatible in anything other than Internet Explorer.  I was outraged when I discovered this.  Particularly when I was told they were working on making this update in the future.  The future?!?!  A CMS company should be savvy enough to be ahead of the curve.  They should be developing editing systems that work across all browsers so that when a client is anywhere in the world they can reach the back-end of their site to make important updates or fix a bug.  This is a must ask question before making the CMS purchase.  If you get any resistance it means you ought to look elsewhere.

4.  Adding New Pages:  Perhaps you have a new product, service or information page that needs to go online right away.  Within your CMS this should be simple to do.  There should be no need to provide content and instruction to someone at the CMS company so that they can place this online and send you a link to review.  Nope.  You should have total control over adding new pages to the site.  Some CMS companies will restrict the number of pages you can add.  I understand this.  I wouldn’t expect clients to have unlimited pages without charging them.  However, denying a client the right to add a new page on their own or stating that once a site is built “that is that” and you’ll have to purchase an entirely different domain name for new pages is unacceptable.  It is critical that you verify whether you can add pages to the site on your own, place them within the navigation of your choosing and take down pages if they are no longer needed.  Should the site allow you to implement permanent 301 redirects on your own that is an added bonus.  Some companies ask that they do that upon request.  I’m OK with that.  But demand the freedom to create as the need to create arises!

5.  Exceptional Customer Service:  I write about exceptional customer service and managing relationships a lot.  I have no patience for poor customer service and when I work with clients I react to their requests instantly.  That is how you foster growth with the client and how you add more clients.  Now, if the CMS offers a 24-hour Help Line you’ve struck gold.  That is terrific.  If not, then you need to be certain there is a help line operating 5-7 days a week within standard business hours.  Chances are you’ll have to deal with a menu or be put on hold at some point.  We can all deal with that.  It is the readily accessible aspect that I would be most concerned about.  Next, if you submit a concern via a Contact Form or email you have every right to expect a response within 24 hours.  By this I do not mean an email response that says “We’ve received your request and will get back to you soon”.  Of course your request was received.  It was sent electronically!  Within 24 hours you should have your request either diagnosed and fixed or an explanation as to what the problem is, how it will be resolved and in what time frame.  Regardless of your level of computer savvy when working within a foreign system you may have questions or problems at some point.  Without help – and help arriving fast – you’re going to be stuck.  That is why great customer service is a big consideration when purchasing a CMS.

I’d ask that you consider all the 5 points above prior to handing your hard earned money over to a CMS company.  If they cannot meet the demands from above they are not a good fit for your business.  Trust me, you’ll run into so much frustration that it will not be worth your time.  Remember – what you’re paying is a reflection of the type of service that you’ll receive.  Going cheap may not be worth it.  Asking the tough questions up front will save you in the end.