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A Collaborative Platform to Support the Enterprise 2.0 in Active Interactions with Customers

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  • Domenico CONSOLI

Abstract

In recent years a new model of Enterprise 2.0, which interacts actively with customers using web 2.0 tools (chat, forum, blog, wiki), is developing. The enterprises, listening opinions and suggestions of customers, can improve the product/service. For a company, customer’s opinions are very important both for the improvement of products and also for the reinforcement of the customer loyalty. The customer will be motivated to be loyal if the enterprise shows a strong attention to his/her needs. This paper presents a model of a collaborative and interactive platform that supports the Enterprise 2.0 in the management of communications and relationships with all stakeholder of the supply chain and in particular with customers. A good e-reputation of the company improves business performances.

Suggested Citation

  • Domenico CONSOLI, 2012. "A Collaborative Platform to Support the Enterprise 2.0 in Active Interactions with Customers," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 16(3), pages 37-49.
    • Handle: RePEc:aes:infoec:v:16:y:2012:i:3:p:37-49
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    Cited by:

    1. Domenico CONSOLI, 2017. "The Use of Social Media and E-Commerce: a Winning Strategy for Small Businesses," North Economic Review, Technical University of Cluj Napoca, Department of Economics and Physics, vol. 1(1), pages 109-119, October.
    2. Domenico CONSOLI, 2013. "A Conceptual Model to Implement an Interactive and Collaborative Enterprise 2.0," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 17(3), pages 36-48.

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