In the open source community it works very well that the Quality Assurance (QA) is done by the whole community, i.e. developers and users. Can this work for commercial products as well? And how does this fit into a CRM 2.0 strategy?
It is already very common (for products that con somehow be 'updated' after the sale) to release products that are not properly tested. The customer is used as a beta tester to find bugs that can be fixed through updates. This happens due to the time pressure on the market and has implications on the customer satisfaction and experience.
A well defined CRM 2.0 strategy can include public QA and therefore reduce costs and TTM without negative affects on the customer side.
Google is frequently testing products on stability and collects valuable feedback on the application (see http://www.google.com/experimental).
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