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Customers are interacting with each other and with suppliers in new ways, using new technologies and paradigms. Some of these include social networking, blogging, wikis, mobile devices, collaborative tagging/social bookmarking, and user-generated rich media (e.g. videos).

This research note discusses the impact that 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 need to assess integration of Web 2.0 technologies into their CIM strategies.

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