CRM 2.0 describes an iterative exchange between businesses and customers where customers are at the center. It involves incorporating Web 2.0 technologies like social media into sales, marketing, and customer relationship management processes. This allows companies to better understand customer wants and provide customized experiences. Adopting CRM 2.0 helps improve marketing team efficiency and customer satisfaction by allowing businesses to market to customers through their preferred channels.

1. Web 2.0 Meets CRM 2.0 Create a collaborative customer experience that makes shoppers feel like they are an essential part of the relationship.

6. Conclusion Businesses of al sizes and types are recognizing the value of this new marketing and customer interaction paradigm. By understanding how to craft the collaborative customer experience and how to engage the customer, next generarion businesses will be able to increase profits while improving their marketing team efficiency and customer satisfaction. Marketing to customers in tbe way tbey best want to be marketed is a winwin for all. Summarized by Menno van der Eijk MSc, Business Consultant, Ordina Consulting