Using social software to reinvent the customer relationship

The serial blogger strikes again :)

Using social software to reinvent the customer relationship
As Web 2.0 applications move more deeply into the strategic operations of enterprises, a unique hybrid of social software has emerged to help businesses deal with the giant sea of customers that awaits them on the other side of the network. While Enterprise 2.0 tools, primarily aimed at collaboration, are certainly part of this story, they often don’t help companies enjoy the full range of possibilities when it comes customer-facing social computing... (o artigo continua aqui).
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