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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.