Salesforce.com Adds Twitter Analytics to CRM Offering

Monday, March 23rd, 2009 by Andy Beal

Salesforce.com Adds Twitter Analytics to CRM Offering

I think we can all agree that collecting customer feedback is a good thing, right?

What we may not all agree on is whether we should go out and collect that feedback in the places where our customers hang-out, or if we should serve coffee and donuts and entice them to come to us.

There are pros and cons to each approach and if you like the idea of building a customer feedback “mousetrap” then SuggestionBox.com or GetSatisfaction.com are just two of the many providers willing to provide the blueprint.

If you’re more inclined to strap on your boots, grab your flashlight, and go looking for your client’s feedback then CRM provider SalesForce is happy to be your sherpa on the journey. Back in January, the company launched its Service Cloud offering and today it’s announced the addition of Twitter support.

We’ll let VentureBeat explain how it works:

Let’s say you’re a mobile phone manufacturer, for example. Within Salesforce, you’ll be able to search for any relevant “tweets” — for example, complaints about a broken phone — track any responses, and then use the company’s Twitter account to respond yourself. Of course, you can already do all of those things within Twitter, but this makes the process more convenient, and, more importantly, allows you to capture that information and respond, all within a single application, one that lets you perform similar tasks on Facebook and elsewhere.

SalesForce doesn’t come cheap and it would be overkill to get a license just for Service Cloud, especially when there are plenty of other social media monitoring options, but if you’re a Salesforce.com user then this video demo suggests it might be worth your consideration.

PS. Forrester analyst Jeremiah Owyang suggests Twitter should get in on the analytics game instead of leaving it up to companies like Salesforce.

Social Media Monitoring in Just 60-Seconds. Guaranteed!

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7 comments on “Salesforce.com Adds Twitter Analytics to CRM Offering”

misterOK Says:

March 23rd, 2009 at 10:15 am

did you mean “Twitter” in the title?
Andy Beal Says:

March 23rd, 2009 at 10:25 am

I sure did, thanks!
Social CRM and Social Selling-You’d Better Learn It! Says:

March 25th, 2009 at 6:23 am

[...] Salesforce.com Adds Twitter Analytics to CRM Offering (marketingpilgrim.com) [...]
Marketinginnovatie.org » Blog Archive » Hoe vang je grote vissen met Social media? Says:

March 25th, 2009 at 8:37 am

[...] Salesforce.com Adds Twitter Analytics to CRM Offering (marketingpilgrim.com) [...]
Search Engine Marketing News - March 30, 2009 | SageRock Digital Marketing Blog Says:

March 30th, 2009 at 12:11 pm

[...] Salesforce.com Adds Twitter Analytics to CRM Offering Within Salesforce, you’ll be able to search for any relevant “tweets” — for example, complaints about a broken phone — track any responses, and then use the company’s Twitter account to respond yourself. Of course, you can already do all of those things within Twitter, but this makes the process more convenient, and, more importantly, allows you to capture that information and respond, all within a single application, one that lets you perform similar tasks on Facebook and elsewhere. [...]
CRM Professionals » Blog Archive » Via Twitter real-time klantgesprekken voeren Says:

March 31st, 2009 at 3:47 am

[...] Salesforce.com Adds Twitter Analytics to CRM Offering (marketingpilgrim.com) [...]
“What will you do when the money goes?” | b r a n t s Says:

April 5th, 2009 at 11:38 pm

[...] had a good post on social CRM being the future of Twitter, and within a few days, I read about Salesforce adding Twitter analytics to its CRM offering, and about CoTweet, a part marketing-part CRM [...]

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