Read Bob Thompson’s Where is the Customer in Enterprise 2.0!!

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By Bob Thompson, CustomerThink Corp.Web 2.0 is about collaborative web applications that enable users to easily share content and network. This site is an example, because anyone can blog or add comments. Facebook is hugely popular for social networking among “friends,” LinkedIn allows business people to build networks of “contacts” and Twitter enable anyone to post anything to followers… up to 140 characters at a time.

For the most part Web 2.0 services were created for individuals and consumers, not for businesses. Now Enterprise Social Software is gaining acceptance as a kind of fork in the Web 2.0 road. Enterprise-grade applications are being launched (or in some cases re-branded) in two major flavors:

  • Enterprise 2.0” if they support internal collaboration
  • “Social CRM” if they support customer collaboration

I’ve written about Social CRM technology before, so for this post I’m going to concentrate on Enterprise 2.0 based on an afternoon I spent at the Enterprise 2.0 Expo in San Francisco. I wanted to learn more about what the vendors were selling and, more important, why a business executive should invest in this technology.

Why doesn’t Enterprise 2.0 include the customer?

Vendor reps generally said that Enterprise 2.0 was a convenient buzzword to reflect the adoption of Web 2.0 applications within the enterprise. Nearly everyone said it was mainly about helping employees communicate and collaborate more effectively, using blogs, wikis, forums, microblogging, profiles, etc.

Wikipedia (as of the date this blog was posted) offers the following:

To be continued at

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