Recently saw salesforce.com’s presentation on the Service Cloud, which included discussion of integration with Twitter, Facebook and LinkedIn. The concept of monitoring what your customer base is saying about you in the cloud and reacting appropriately is getting a lot of attention at the moment.
Certainly the ability to find out more about your customer contacts through the various social & professional networking apps makes a lot of sense – a lot of us look up people on LinkedIn before making initial contact to get some idea of who we are dealing with.
And I also buy in to exposing solutions to customer issues on the web in a way that is easily searchable – if you have a problem with a product, you are more likely to search for a solution in Google than to start with the manufacturer’s knowledge base, so if your company’s solutions are out there in search engine land they are more likely to find them.
But I’d be interested to hear other ways that people are using their customer relationship systems to interact with social media…