Salesforce.com and Twitter

March 23, 2009

I found this Network World article suggestive. “Salesforce integrates Service Cloud with Twitter” here reported that the cloud computing CRM vendor has hooked Twitter into its system. On the surface, this is interesting because Salesforce.com sees value in what folks in Harrod’s Creek mostly don’t understand. Network World reported:

Salesforce.com showed how someone working for a telecom provider could spot and track a discussion about a headset that a user was having trouble with. The telecom worker could dig through their company’s internal knowledge base and then send the Twitter user a link to a help document.

My thought upon reading this article was that Salesforce.com is one of the company’s that some Googley engineers watch. I think that the Salesforce.com experiment may provide the GOOG with useful information about the application and utility of real time search.

Twitter in its present form is not flawless. The Salesforce.com beta may provide solid data about what must be done to hook real time search into commercial systems. Twitter may not be the long term winner, but it is a great test bed in my opinion.

Stephen Arnold, March 23, 2009

Written by Stephen E. Arnold · Filed Under Business strategy, News, Search, Social, Text processing

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One Response to “Salesforce.com and Twitter”

CRM Professionals » Blog Archive » Via Twitter real-time klantgesprekken voeren on March 31st, 2009 2:47 am

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.