Social media has led customers to expect more collaborative interactions, says Prof. Evgeny Kaganer. Companies are using social CRM to collect intelligence on customers and to integrate with them and then try to combine this with transaction-based traditions. The next frontier will be to overlay collaborative technologies on to transactional systems. The companies that can do this will have competitive advantage in the future.
About Evgeny Kaganer
Evgeny Kaganer is an Associate Professor at IESE Business School where he teaches MBA and executive courses in digital business, IT strategy, and virtual enterprise. His research focuses on social and mobile technologies and their impact on individuals, organizations, and business models. His recent work traces the evolution of crowdsourcing and its growing impact on business.