The theory is that applying these techniques to the enterprise would result in much more vibrant, high-value relationships with customers and even suppliers and partners. Particularly in service industries, Web 2.0's two-way conversations would provide instant feedback, rapid evolution of offerings through co-innovating with the people actually using the products, and even true symbiotic relationships where your customers are also your key suppliers. "
Here is his list:
- Dramatically Lower the Experience Barrier
- Collect User (Customer) Contributions
- Enable Formation of Communities
- Become an Open Platform
- Provide Self-Evolving Customer Relationship Management (CRM)