Companies are engaging wikis to create customer communities and managing customer relationships, usually to capture customer ideas for new products and services or to provide support for existing ones. Creating customer facing wikis can be challenging and easily results in failure or only marginal success. Reviewing several cases of customer facing wikis, the presentation draws conclusions about success and failure factors in the implementation of customer facing wikis.

Christian Wagner is Professor of Information Systems at City University's Information Systems Department. He received his Ph.D. in Business Administration from the University of British Columbia in 1989. Thereafter he spent seven years as a faculty member at the University of Southern California, before joining City University in January 1996. Wagner specializes in the development and study of decision support systems, creativity support, and knowledge management with wikis and weblogs.

Wiki Wednesday Palo Alto is for social software enthusiasts and developers. Events happen around the world on the first Wednesday of every month. See http://socialtext.net/wikiwed

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