What is customer collaboration?
Customer collaboration refers to the way an organization uses customer feedback to benefit its business, products, and services. Examples of commonly used customer collaboration methods are social media, network-based recordings and analysis, video feedback, and web-based collaboration through Customer Relationship Management (CRM).
Working with customers is also one of the four key points of the 1991 Agile Manifesto.
As a customer care approach, collaboration with customers goes beyond conventional call and contact centers and enables customers to make themselves heard through direct interaction with companies and their employees.
Customer collaboration combines contact center technology and processes with active, effective interaction between customers and company employees - especially through social media, which are an important part of collaboration between companies and customers. Tools like Facebook and Twitter are often used to measure customer interest or dissatisfaction and to uncover important company questions, inquiries, setbacks and successes.