My guess is that 'higher-res' means more smaller interactions instead of fewer larger ones. Think about all interactions that customers and businesses might like to have that can't be handled by [forums and documents]. Which of those are highest-value? Which happen (or should happen) most often?<p>If you follow the 'crossing the chasm' thinking, then you'd have an initially narrow focus on smaller user segments and could do things that more general applications can't do. For example, a CRM based on vehicle servicing - what days are available? Feedback on how your car has performed since the last service? [edit - of course those could be possible with current tech, but are just an example of the type of thinking]