Where is the best practice customer-generated wiki?


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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
Dr. Francis Buttle founded the consultancy that bears his name back in 1979. He has over 40 years of international experience in consulting, training, researching, educating, and writing about a broad range of marketing and customer management matters. He is author of 15 books, has been a full professor of Marketing, Customer Relationship Management, Relationship Marketing, and Management.


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