Friday, July 10, 2009
Microsoft has integrated Twitter functionality into its customer relationship management software.
The company announced on Friday that its Dynamics CRM software will have a 'Social Networking Accelerator' component that will allow companies to monitor what customers are saying on Twitter, and to provide information about products and services based on that data.
In a Microsoft statement, Ovum analyst Warren Wilson said: "In this market, insight into what customers are saying is extremely valuable."
While starting with Twitter, Dynamics CRM will have further social-networking components added to it in future releases. Social Networking Accelerator will be available "in the next few weeks", Microsoft said.
customer service 2.0 web 2.0 service delivery and support it 2.0