The latest issue of CRM magazine has an excellent article, by Barton Goldenberg on what Web 2.0 can do for CRM. The business model of the future is "business in an instant".
In a sidebar to the main article, John Chan offers examples of Web 2.o functionality that vendors or offering in their CRM applications with the aim of increasing online collaboration between users, content providers and organizations. He sites examples in the areas of: customer feedback, eCommerce, Open-Source software, Online collaboration, Real-time CRM etc.
Web 2.0 offers new technology tools such as blogs, wikis, videoa, RSS feeds, widgets, podcasts and so forth. According to Goldenberg, these technologies share these three basic tenets that will impact the future of CRM: user-generated content, social networking and disintermediation.
In a previous post, I referred to another Web 2.0 application area - namely BI.
Today's generation is "always-on, always-connected". There certainly will be more discussion of Web 2.0 and Web 3.0 in the coming months.
Saturday, February 9, 2008
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