Salesforce.com hit a billion dollars in revenue recently, the first SaaS provider to hit the milestone, so they must be doing something right.
They recently also announced their recent "service cloud" linking in with facebook and other social media platforms, and now, connecting with twitter.
What's the big deal about all of this? Salesforce.com is helping its users actually reachout to their customers, and help them before they complain, or at least, catch any problems before they blow up and get too large.
Monitoring twitter feeds is starting to become more mainstream (although there is a long way to go), in Australia we now have Bigpond monitoring twitter, and after a bit of a false start, now providing service that people are liking. The standout customer service provider on twitter must be comcast, with their @comcastcares account.
Comcast has 10 people managing proactive customer service via twitter (moving from just reacting to Emails for help, to proactively responding to calls for help on twitter). The twitter community now loves comcast, and their approach to providing service (for those that dont know, comcast is not always known for its fantastic customer service).
So now we see the melding of a few things are now coming together, salesforce.com, twitter and comcast, with the comcast guys working with salesforce to help them get their twitter service of the ground and running, cant wait to see the outcome!
more details here
