Leveraging the Web for Customer Engagement: A Case Study of BT's Debatescape
Wanda J. Orlikowski
Massachusetts Institute of Technology (MIT) - Sloan School of Management
affiliation not provided to SSRN
May 1, 2010
MIT Sloan Research Paper No. 4935-11
Web 2.0 technologies offer a number of capabilities that can help companies do business in new ways. Leveraging those capabilities, however, requires experimentation to learn what strategies, approaches, and applications work and don’t work, and which can generate sustainable business benefits. One area of experimentation is in the use of social media to engage with external customers, particularly coupling these media with CRM capabilities. In this case study, we describe BT’s experiences with social CRM, showing how innovating business practices with Web 2.0 technologies can yield a range of business benefits.
Number of Pages in PDF File: 15
Keywords: Business Innovation, CRM, Social Media, Technology Experiments, Web 2.0
Date posted: January 7, 2012
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