Seems like the industry is mixed on whether Web 2.0 Strategies are properly managing their support. Check out the various opinions below floating on the web this week.
Customers in Control at Dell’s IdeaStorm
Online Communities: Customers Just Not That into Them
Web 2.0: Not Everyone’s Doing It, After All
customer service 2.0 web 2.0 service delivery and support it 2.0