As the popularity of social media sites continues to change the way online customers interact with their peers, top companies are leveraging external-facing Web 2.0 technologies as a means of providing additional touch points for customer interaction. In March through May 2008, Aberdeen surveyed over 360 companies to identify the challenges, tactics, and strategies companies face when implementing customer-facing Web 2.0 applications. The benchmark report, Customer 2.0: The Business Implications of Social Media, reveals that top-performing organizations are not only positively affecting their performance in key metrics, such as customer satisfaction, through a combination of organizational processes and technology implementation, but they are also fueling product development and marketing decisions with consumer-generated insights.
To view a full version of the Aberdeen benchmark report, Customer 2.0: The Business Implications of Social Media, click here.