94% of executives report that they are using Web 2.0 technologies to boost their internal communications specifically for:
managing knowledge (83%),
fostering collaboration across the company (78%),
enhancing company culture (74%),
and training (71%).
Eighty-seven percent report that they are using Web 2.0 applications to interface with customers, down from 91% in 2007.
Of the 87% of executives who report using Web 2.0 for customer interfacing, 73% say their goal is to improving customer service, 71% do it to acquire new customers in existing markets, 53% to generate customer participation in product development, 53% to let customers interact, and 23% for other customer interactions. - (McKinsey's "Building the Web 2.0 Enterprise" survey)