ITSMA’s Web 2.0 survey revealed that it is critical that marketers develop a Web 2.0 participation strategy if they are to keep up with their competitors. Marketers need to use Web 2.0 to monitor, engage, and manage customer conversations and communities. Included in the survey are best practices for Web 2.0 gleaned from the results and from ITSMA research. Also included is ITSMA’s Web 2.0 Participation Strategy Model to help you plot a course for Web 2.0 and to benchmark yourself against your peers.

Key Findings

• Marketers are spending more on Web 2.0—even in a down economy
• Product/service companies are doing more with Web 2.0—and seeing more benefits—than pure services companies
• The ROI of Web 2.0 is coming through softer measures such as improved reputation and customer relationships rather than increased sales
• The vast majority of marketers believe that Web 2.0 will become as important as other marketing channels within the next five years

This report is available free to companies that provided detailed data in the study.

If your company is on the above list, please send us an email (using your company email) and request your free report.

This report is available for sale at member and nonmember prices.

• See if your company is an ITSMA member
• Email ITSMA for more information