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Salesforce Twitter Implementation- Hit or Miss?

September 9th, 2009 · 1 Comment

On the plus side today, Salesforce.com one of the largest CRM outsourcing solutions available announced Twitter integration. However, the implementation is not for “Sales” but rather for “Customer Service”.

On the Pro side, a large part of Salesforce’s business is customer service oriented. And adding any Twitter integration will bring Twitter into corporate approval more easily. And finding people complaining about your products on Twitter is rapidly becoming essential for every business.

On the Con side overlooking Twitter’s ability to be a lead source and info source on your latest prospects is a big oversight. Especially for a company called- Salesforce. (You’d think they would focus on sales a little more.)

And doing sales work on Twitter is very easy, looking up people who work for company XYZ, or with title ABC is very easy especially with services like Twellow.

Having worked with Salesforce for the last year, I would say it is sorely needing some social media tools. Perhaps they exist in the add-ons arena but I never found anything satisfactory. It seems to me that a service which finds your contacts on; Twitter, Facebook, LinkedIn etc. should be very valuable for any sales team.

This in my estimation is a miss. Looking to social media as only a, “reactionary fix the problems type of medium,” ignores the benefits entirely.

Give me 1 Good Reason why Salesforce didn’t include sales team support in their Twitter Rollout.

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Tags: Reasonable Social Networking · Twitter Thursday

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