Collaborative crm and customer experience , management (CEM) Alavi Shirin1, Lecturer, Ahuja Vandana2, Dr. 1Jaypee Institute of Information Technology. Noida, E Mail: shirin_alavi25@yahoo.com 2Visiting FacultyJaypee Institute of Information Technology, Noida., E Mail: vandana.ahuja@jiit.ac.in ABSTRACT 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. Top Key Words: Collaborative CRM, Customer Experience Management, Online Communities, Blogs, Wiki. Top |