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Businesses are becoming more customer-centric and see a need to address customers more individually. An opportunity is identified in Web 2.0 technologies. Both CRM and Web 2.0 have been researched broadly in the past years, but not their potentially successful combination, which we call 'Social CRM'. It is a CRM strategy which encourages customer collaboration and involvement. Based on empirical research we found that Web 2.0 services add value in every domain of the CRM environment, depending on the type of service at hand. Most value is added in the marketing domain of CRM. Social Networks, Blogs, and Multimedia Sharing add most value across all domains. This research defines Social CRM and presents a new model that depicts the fundamental aspects of Social CRM in four layers. We conclude with suggestions for further research in this emerging research domain.

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Before companies can improve their knowledge management they should have a clear picture of the bottlenecks. The Knowledge Network Analysis technique presented in this paper provides companies with an aid to construct this picture in a structured way. It approaches knowledge management from a network perspective. In the first phase, the main actors, including their roles and expertise level, in a specific knowledge area are identified. Consequently, the knowledge transfer between the actors is analyzed using the concept of velocity and viscosity of the knowledge transfer. The result is push and a pull knowledge network graph that show the potential bottlenecks.

This chapter describes an in-depth analysis of successful and unsuccessful offshore custom software development (CSD) projects. Offshore projects tend to be unsuccessful, because physical, time, cultural, organizational, and stakeholder distances negatively influence communication and knowledge exchange between onshore and offshore project team members. The success rate of 19 offshore CSD projects was characterized with regard to scope, quality, time, and costs, by interviewing onshore and offshore project managers. Unsuccessful projects had a complex organization and team members who did not work together in previous projects. All reasons for success and failure were categorized and compared. A characteristic that successful projects had in common was the availability of informal mutual adjustment, which means facilitating the informal communication between the team members in the right way. A major characteristic that unsuccessful projects had in common was improper planning, which has a large influence on the team results in an offshore CSD project. The implementation of standards was neither mentioned by the successful projects as a major reason for success, nor by the unsuccessful projects as a major reason for failure. This research advises that in order to be successful, a project manager of a new offshore CSD project should not spend too much time on standards, but on planning and informal mutual adjustment.

With the emergence of Social Media there is a revival going on in Knowledge Management that is bringing new and exciting research directions along with it. The combination of Social Media and Knowledge Management is referred to as Social Knowledge Management and is the main theme of this book. Social Media emerged in the early 2000s, with platforms such as Wikipedia and SixDregrees. com, and "employ mobile and web-based technologies to create highly interactive platforms via which individuals and communities share, co-create, discuss, and modify user-generated content" (Kietzmann, Hermkens, McCarthy, & Silvestre, 2011). Knowledge management and social media seem to be made for each other because social media platforms support sharing, co-creation and discussion which are key knowledge processes (von Krogh, 2012). Furthermore, the platforms are easy to use and they are available as software-as-a-service (SaaS), so there is no need for implementing and maintaining them. Initially, these technologies were mainly used by individuals that stayed in touch with their friends, for example, via Facebook; or shared their passion and expertise about fashion on their weblog. But due to a trend that is known as 'consumerization of IT', these kinds of technologies