Thursday, September 10, 2009

Slideshow: How Customer Support Organizations Must Evolve

Another great deck and summary from Jeremiah Owyang. The interesting thing is that Jeremiah is touching support which is usually out of the scope of what he writes. Support is certainly one of my sweet spots specifically with how it should be implemented using the Social aspects of the web. Great high level view of Support Strategy here.

Wednesday, September 9, 2009

Salesforce.Com Offers Free Twitter Integration

Salesforce.Com announced today a free plug in available for Salesforce.Com users that allow you to Monitor Conversations, Create Cases, Contacts, and Share Knowledge within Salesforce.Com. Best of all, its free!! With some minor configuration you can do in the database. Although there are similar tools like SocialCRMTools.Com which offer additional and similar functionality, this plug in is ideal for those who just need stand alone twitter integration. Download it here on Salesforce.Com's AppExchange.

Wednesday, September 2, 2009

Video: Dreamforce 2009 Trailer (HD)

Well my trip is booked and I will be attending this year's Salesforce.Com Dreamforce Conference in November. We will debut SocialCRMTools for Salesforce.Com. Check out the Beta Site at

SocialCRMTools is a provides a social media view of your Accounts, Leads, and Contacts by enabling you to view Twitter, LinkedIn, and Facebook information.