Think of migrating from transaction chains to information chains, and then on to knowledge chains (or peer‐to‐peer knowledge webs to be more precise). By taking service process management into the cloud, services from multiple knowledge sources can be delivered with maximum flexibility and adaptability to meet the requirement that most services must be customized to meet customer requirements.
An excellent example cited in this article is Intuit, a UK small business accounting software provider, seems to have figured out a way to benefit from open innovation and social media. Rather than inviting the whole world, Intuit funnels only diehard users of QuickBooks to a site where they can exchange truly helpful information. For customers, that means quicker answers to problems. For the company, this volunteer army means less need for paid technicians.
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