15 Pages Posted: 7 Jan 2012
Date Written: May 1, 2010
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.
Keywords: Business Innovation, CRM, Social Media, Technology Experiments, Web 2.0
Suggested Citation: Suggested Citation
Orlikowski, Wanda J. and Thompson, Simon, Leveraging the Web for Customer Engagement: A Case Study of BT's Debatescape (May 1, 2010). MIT Sloan Research Paper No. 4935-11. Available at SSRN: https://ssrn.com/abstract=1980330 or http://dx.doi.org/10.2139/ssrn.1980330