Vinnie Mirchandani offers defining characteristics of Enterprise 2.0:

a) supports choice of customer deployment of functionality as a service, and in installed mode

b) is architected and priced/sold as a series of services

c) sells maintenance broken in to support and upgrade charges and allows an ecosystem of partners, not just the publisher, to alternatively provide support.

d) largely automates bug fixes/upgrades which require little customer (or service partner) intervention

e) provides process management, configuration, conversion, integration, testing, systems management, end user training tools to minimize implementation and support labor

f) provides customers with a wide range of service partners which are audited, graded and certified each year based on product training completion, customer feedback,

g) commits to transparency to customers around product quality, customer service ticket resolution, outages (where provided in SaaS mode) etc.

h) provides a mechanism for certification of integration of third party software products, and re-certification as releases change

i) actively encourages a on-line developer/integrator community and pushes for an "open source" licensing of community intellectual property

j) commits to sharing with each customer a "sticker" showing standard list of various components/services and various discounts and taxes

k) shares with customer base on a regular basis summary results of various implementation and support metrics from its service partner ecosystem