Salesforce Puts Tweets In The Cloud

Next Story

Is Palm doomed if the Palm Pre bombs?

Cloud computing and social networks are two of the more powerful movements in the web 2.0 space. So the potential of social media and the cloud integrating is compelling to say the least. Salesforce.com recently rolled out the Service Cloud, a customer service application that tries to capture the crowdsourced pools of knowledge floating across the internet from sites like Google, Facebook and Amazon, and then uses this information to better equip commercial customer service operations with useful knowledge. Salesforce has now connected Twitter to the Service Cloud, allowing customer service reps using the SaaS to access tweets from more than 8 million Twitter users.

Salesforce’s CRM for Twitter allows enterprises to search for tweets about their companies, products and brands. Here’s how it works. First, Salesforce CRM searches within the Service Cloud for any tweets that are relevant to a company. Then, the company can capture and monitor the conversation, creating a database in the Service Cloud that keeps track of all subsequent conversations about the company. The Service Cloud also allows enterprises to tap into company-wide online communities, creates connections to existing social networks and the blogosphere, provides SEO tools, shares the social network knowledge with business partners, and integrates customer service operations into the cloud.

The Service Cloud seems like a useful tool to capture and then sort conversations about a particular enterprise. But what’s fascinating is how businesses want to tap into the dialogue of what’s happening on social networks, like Facebook and Twitter. Social networks are becoming much more than an online gathering of friends; Facebook and Twitter are becoming destinations for ideation, e-commerce and marketing. Its of no surprise that companies want an easy and simple way to capture all of the information that is relevant to their businesses and then leverage this knowledge to improve customer service. As we’ve said earlier, Salesforce has consistently managed to provide innovative, desirable technology platforms for enterprises to merge their business operation with the web 2.0 world.

  • http://www.smibs.com Peter Urban

    Smart move. integratio of twitter and other rel time communication tools into business tools and networks will be one of the next big waves.

    • http://www.skedet.com Tedeks

      Definitely agree, I think twitter is a huge integration platform. We are definitely using it at Skedet to keep people informed to what is happening on the site. Jumping on the social networks is very important is this day and age.

  • http://www.smibs.com Peter Urban

    Smart move. integratio of twitter and other rel time communication tools into business tools and networks will be one of the next big waves.

    • http://www.skedet.com Tedeks

      Definitely agree, I think twitter is a huge integration platform. We are definitely using it at Skedet to keep people informed to what is happening on the site. Jumping on the social networks is very important is this day and age.

  • http://afaqtrafficblog.blogspot.com Mohammad Afaq

    A knowledgeable and informative post. I really loved this information. I agree with a point that social networking is much more than a friends’ gathering place it has become a big business industry. Today nearly all bloggers are using Twitter and other social networks. I myself am a blogger and I am familiar with the importance of social network in online business. It is not far when social network becomes the biggest industry online.

    Mohammad Afaq
    Free Website Traffic

  • http://afaqtrafficblog.blogspot.com Mohammad Afaq

    A knowledgeable and informative post. I really loved this information. I agree with a point that social networking is much more than a friends’ gathering place it has become a big business industry. Today nearly all bloggers are using Twitter and other social networks. I myself am a blogger and I am familiar with the importance of social network in online business. It is not far when social network becomes the biggest industry online.

    Mohammad Afaq
    Free Website Traffic

  • Mike

    I still don’t understand what salesforce does

    • http://soeet.com ChrisATSo33t

      This is a very cool idea.

      Mike, they sell CRM software in SaaS form.
      Obviously for small business.

      • Jason

        It’s definitely not for only small business.

      • http://soeet.com ChrisATSo33t

        Get real.

        Mike, you may remember Human Click?

        humanclick.com/

        The old Israeli company that use to be big in online chat before flash rolled around and made it easy and the java applets got phased out.

        Well salesforce is like Human click except they added support tickets, analytics and other customer management tools and mobile stuff in there.

        http://www.crm2day.com/content/t6_librarynews_1.php?news_id=115894

        I guess sales force is a mashup of different proprietary technologies. Some labeled, some not.

        Are there FOSS solutions? You bet, but most small businesses are too tech stupid to use them. Sales force holds their hand.

  • Mike

    I still don’t understand what salesforce does

    • http://soeet.com ChrisATSo33t

      This is a very cool idea.

      Mike, they sell CRM software in SaaS form.
      Obviously for small business.

      • Jason

        It’s definitely not for only small business.

      • http://soeet.com ChrisATSo33t

        Get real.

        Mike, you may remember Human Click?

        humanclick.com/

        The old Israeli company that use to be big in online chat before flash rolled around and made it easy and the java applets got phased out.

        Well salesforce is like Human click except they added support tickets, analytics and other customer management tools and mobile stuff in there.

        http://www.crm2day.com/content/t6_librarynews_1.php?news_id=115894

        I guess sales force is a mashup of different proprietary technologies. Some labeled, some not.

        Are there FOSS solutions? You bet, but most small businesses are too tech stupid to use them. Sales force holds their hand.

  • http://www.rajajasti.com/2009/03/22/enterprise-twitter/ Enterprise twitter « Raja Jasti’s Blog - Renaissance Thinking

    […] has integrated twitter into its CRM […]

  • http://www.rajajasti.com/2009/03/22/enterprise-twitter/ Enterprise twitter « Raja Jasti’s Blog - Renaissance Thinking

    […] has integrated twitter into its CRM […]

  • http://techfilipino.com Francis Simisim

    Great move, this could be one way twitter could monetize.

    Techfilipino

    • http://www.skedet.com Tedeks

      Twitter is turning into quite the notification platform. They have a ton of content and I’m assuming at some point there will be ways to monetize that content.

  • http://techfilipino.com Francis Simisim

    Great move, this could be one way twitter could monetize.

    Techfilipino

    • http://www.skedet.com Tedeks

      Twitter is turning into quite the notification platform. They have a ton of content and I’m assuming at some point there will be ways to monetize that content.

  • Chad Bennett

    The problem with Salesforce.com is that is costs so much money per user. Also every user gets charged the same in your organization even if you only wanted to give limited access to certain users. I would use it if cost less.

    • Geraldine

      Salesforce offers different prices per edition and different prices based on which objects you want the user to see/use.
      Also, they have special offers for 10 free limited user licenses for the year (at the moment).
      Finally, the personal edition is free.

  • Chad Bennett

    The problem with Salesforce.com is that is costs so much money per user. Also every user gets charged the same in your organization even if you only wanted to give limited access to certain users. I would use it if cost less.

    • Geraldine

      Salesforce offers different prices per edition and different prices based on which objects you want the user to see/use.
      Also, they have special offers for 10 free limited user licenses for the year (at the moment).
      Finally, the personal edition is free.

  • neha

    Not quite clear, I really dunn understand how twitter does so many rounds around the world, then one day it will be listed on stock market too…. with a great listing price and then in next few years, it will lead another market crash and then recession too…..I am really skeptical about tweets and their monetizability. Sad and true.

    • Jason

      Let’s get one thing straight here, Twitter will NEVER be listed on the stock market.

    • http://www.skedet.com Tedeks

      Keep in mind the content that goes along with twitter. They have tons of valuable content and search.twitter.com has become an incredibly useful service. I would think at some point we’ll see people leverages this content in creative ways and potentially creating opportunities for twitter to monetize. It will definitely be fun to watch and quite a learning experience.

  • neha

    Not quite clear, I really dunn understand how twitter does so many rounds around the world, then one day it will be listed on stock market too…. with a great listing price and then in next few years, it will lead another market crash and then recession too…..I am really skeptical about tweets and their monetizability. Sad and true.

    • Jason

      Let’s get one thing straight here, Twitter will NEVER be listed on the stock market.

    • http://www.skedet.com Tedeks

      Keep in mind the content that goes along with twitter. They have tons of valuable content and search.twitter.com has become an incredibly useful service. I would think at some point we’ll see people leverages this content in creative ways and potentially creating opportunities for twitter to monetize. It will definitely be fun to watch and quite a learning experience.

  • http://secondthoughts.typepad.com Prokofy Neva

    This is hugely important. And it seems like not so earth-shattering at first because it’s only in one company’s SaaS and costs a lot. But once you start thinking of this as not just Salesforth, but media about events, government about people and other countries, etc. you realize it’s like the world goes NSA, with everybody (or at least some wealthy and powerful) being able to pick thoughts out of the air and manipulate others — and monetarization will follow naturally when that ability is put in some people’s hands.

    The success of the venture depends on everyone remaining sincere and open on Twitter. Gushing about their day and their experiences with brands. But that will change, in a reflexivity orthogonality. Some companies or interest groups or governments will specialize in posting misleading “twitter active measures” like the old KGB used to do to shape public opinion. Or they will simply sink rivals. Or this phenom will be purchasable as a consulting fee and a campaign, getting the cloud to go your way.

  • http://secondthoughts.typepad.com Prokofy Neva

    This is hugely important. And it seems like not so earth-shattering at first because it’s only in one company’s SaaS and costs a lot. But once you start thinking of this as not just Salesforth, but media about events, government about people and other countries, etc. you realize it’s like the world goes NSA, with everybody (or at least some wealthy and powerful) being able to pick thoughts out of the air and manipulate others — and monetarization will follow naturally when that ability is put in some people’s hands.

    The success of the venture depends on everyone remaining sincere and open on Twitter. Gushing about their day and their experiences with brands. But that will change, in a reflexivity orthogonality. Some companies or interest groups or governments will specialize in posting misleading “twitter active measures” like the old KGB used to do to shape public opinion. Or they will simply sink rivals. Or this phenom will be purchasable as a consulting fee and a campaign, getting the cloud to go your way.

  • http://secondthoughts.typepad.com Prokofy Neva

    But then, there are privacy and governance issues, and the FTC should investigate this.
    http://blogs.zdnet.com/BTL/?p=14792

  • http://secondthoughts.typepad.com Prokofy Neva

    But then, there are privacy and governance issues, and the FTC should investigate this.
    http://blogs.zdnet.com/BTL/?p=14792

  • http://www.techfieber.de/2009/03/23/techblogwatch-best-of-blogs-fur-den-xx-mmmmm-2009-3/ [TechBlogWatch] Best of Blogs für den 23.3.2009 | TechFieber | Hot Gadgets. Smart TechNews.

    […] Salesforce Puts Tweets In The Cloud […]

  • http://www.techfieber.de/2009/03/23/techblogwatch-best-of-blogs-fur-den-xx-mmmmm-2009-3/ [TechBlogWatch] Best of Blogs für den 23.3.2009 | TechFieber | Hot Gadgets. Smart TechNews.

    […] Salesforce Puts Tweets In The Cloud […]

  • http://www.askcoachnick.com nick

    The key here will be indexing valued info versus minutiae (i.e., info overload). How does Cloud computing differ from datawarehousing or datamart? I’m still learning on this one….

    Nick

  • http://www.askcoachnick.com nick

    The key here will be indexing valued info versus minutiae (i.e., info overload). How does Cloud computing differ from datawarehousing or datamart? I’m still learning on this one….

    Nick

  • http://globalmoneytools.com/blog Brian

    I use salesforce for the personal free version and it has some great features, thanks for the information.

    Brian

  • http://globalmoneytools.com/blog Brian

    I use salesforce for the personal free version and it has some great features, thanks for the information.

    Brian

  • http://www.gutzmarketingacademy.com Holly Powell

    Thanks for sharing this post.. This is interesting..I think this is a nice move.. I hope it is great.. =) I shall have to take a look at this..

blog comments powered by Disqus