Paul Greenberg (Take 2A, May 2008 - I came up with this one while on a different wiki page today):
CRM 2.0 is a philosophy & a business strategy, supported by a technology platform, business rules, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation.
Paul Greenberg (Take 2 May, 2008):
"CRM 2.0 is a philosophy and a business strategy, supported by a technology platform, business rules and processes, designed to engage the customer in a collaborative conversation to improve human interactions and provide mutually beneficial value in a trusted and transparent business environment. It is the company's response to the customer's ownership of the conversation."
Paul Greenberg (Take 1)
"CRM 2.0 is a philosophy and strategy for collaboration with customers through the provision of tools, technology, processes, culture, products and services, with an eye to providing experiences that will create appropriate value for all parties involved."
Mei Lin Fung MLF
"CRM 2.0 will be an exchange that businesses and customers can "dock into" that matches or attempts to match customer needs, requirements and expectations with those businesses who can best fulfill them - this matching could be extended over time and be a multi-phase, multi-party process for more involved purchasing relationships"
Peter Hascher
"CRM 2.0 is a unique customer experience that enables customers and companies to develop new products and use existing ones in close collaboration. The barrier-free flow of information allows the community to identify the respective needs immediately and deliver the right solutions in an Agile fashion. Overall, CRM 2.0 is inspired by postmodernism rather than modernism."
Axel Schultze
Web 2.0 is the culture shift from view to act, from find to share, from passive to collaborate.