Tim O'Reilly (http://radar.oreilly.com/) summarizes Web 2.0 as:
Web 2.0 is a set of economic, social, and technology trends that collectivelySee an excerpt of his report here.
form the basis for the next generation of the Internet—a more mature,
distinctive medium characterized by user participation, openness, and
network effects.
The Internet, along with other information and communication technologies available to organizations today, enable firms to develop important "customer linking" capabilities. Such capabilities have been shown to lead to better customer satisfaction, loyalty and retention.
How does the Internet provide companies with customer-linking opportunities today? In the future?
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