Twitter and the new face of CRM

One of the most logical uses for Twitter as a part of your business is customer relations and support. That is why Salesforce.com is announcing Twitter integration into their CRM product. Dubbed "Service Cloud", Salesforce is now going to allow you to search Twitter for conversations centered around a particular product or service. The Service Cloud will allow you to track conversations, responses and even respond to tweets using the company's official Twitter account if you wish.

As consumers are increasingly moving to the web (and social networks in particular) to get their product reviews, recommendations and support, it is critical that businesses consider Twitter and other social networking sites as part of their customer relations mix.

Has your company embraced social networking for customer relations? Tell us about it!

About the Author: William Smith

William brings 10 years of interactive marketing experience to Off Madison Ave and serves as the agency’s Search Marketing Manager. In addition to his responsibilities managing pay-per-click and search optimization for clients, William is the agency’s resident twitterholic, and works with the social media department to develop innovative ways of using the medium for marketing.

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