How Wikis, Blogs & IM are revolutionizing customer experience management July 10, 2008

In the June 2008 issue of CRM Magazine, in the article, "The Second Coming of 2.0" they site some amazing statistics from William Band at Forrester Research. "22 percent of adults now read blogs at least monthly and 19 percent are members of a social networking site like Facebook or LinkedIn. Even more amazingly, almost one-third of youth publish a blog at least weekly, and 41 percent of youth visit a social networking site daily." What does this mean for the future of Customer Experience Management? What exactly is CRM 2.0? Are companies really ready to give up control and power?

The panel discussion for this meeting will be moderated by the chair of the TAG Enterprise 2.0 Society, Sherry Heyl. Sherry is the Chief Strategy Officer for Concept Hub, the first social media agency in the Southeast. Our panelists have been selected for their involvement in the developing 2.0 CRM world. Come join our discussion on whether your firm is ready to give up control to its customers and how these new technologies may be relevant for your organization.

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