Assess Integration of Customer Interaction Management with Web 2.0


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New technologies, such as social networking, blogging, wikis, mobile devices, collaborative tagging/social bookmarking, and user-generated rich media (e.g. videos), have caused customers to interact with each other and with suppliers in new ways.

This research note discusses the impact that the above Web 2.0 technologies have on Customer Interaction Management (CIM) strategies, including:

  • New interaction paradigms based on social content and collaboration.
  • New interaction technology channel.
  • The value of key Web 2.0 technologies to Customer Relationship Management and CIM.
  • Key considerations and takeaways concerning the impact of Web 2.0 on customer interaction strategies.

Organizations must evaluate these technologies, and the new forms of interaction they enable, for impact on market coverage models and customer interaction strategies.

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