Wednesday, September 9, 2009

Salesforce.com integrates Twitter analytics


Salesforce.com, the cloud computing CRM service provider, announced a new service that takes into account what customers are twittering. I have experienced, first hand, great service from companies like Polar, where employees monitor Twitter and help customers with useful advice. I do it myself, too, as people ask me questions about Data Center infrastructure, or the latest business architectures and solutions in the networking industry.

That process, is a manual process: the user has to go into a search engine, and look for comments about a company, product, or service.

Salesforce.com is automating that and integrating it into their CRM application so that the system can crawl Twits and address questions, comments, concerns.

This is yet another great business benefit for using web 2.0 tools like Twitter and Facebook. I wonder if everybody is clear on the value of Twitter as a regular consumer.

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