A Web 2.0 strategy should look like "inverted" business process re-engineering.
Don't think about and create this big, top-heavy business process management initiative. Invert it. Give the tools to your people, and they can automate and reinvent their processes. Let employees and customers and business partners generate a lot of ideas for the business. Let them re-engineer your business process in a controlled way.
Dion Hinchcliffe in searchcio.com