Collaborative crm and customer experience , management (CEM)

Collaborative CRM facilitates interactions between customers and companies and between members of the company, around customer information, to improve communication and coordination, to raise customer switching costs and to increase customer intimacy and retention. Blogs, online communities, social networks, wikis, micromedia and folksonomies are some of the Web 2.0 tools which are being used by business organizationsfor marketing, brand promotion and customer relationship management. This paper explores the ability of organizations to use these collaborative web based tools for better Customer Experience Management.