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?
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]