Francis Buttle

Where is the best practice customer-generated wiki?

Posted by Francis Buttle on May 3, 2011
comments 0 comments  |  1799 reads

Visitors to these pages hear a lot about social CRM, and the ability of networks of customers to self-serve.

One of the assertions that is sometimes made is that customer service delivered by a customer-generated wiki is equivalent to service delivered through a company-generated knowledge base.

Here's the question. Is this really true? And if so, where is there a good illustration of this principle at work?


Francis Buttle

Francis Buttle heads up Francis Buttle & Associates and is visiting professor of management (Marketing and CRM) at Macquarie Graduate School of Management, Sydney. He is author of Customer Relationship Management: Concepts and Technologies, now in its second edition, and Social CRM: what is it and what does it mean for your business? which can be downloaded at www.buttleassociates.com.
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