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Cloudy Forecast for Salesforce.com's On-demand Service Initiative (Analyst Opinion)

Published by: Datamonitor

Published: Jan. 30, 2009 - 129 Pages


Table of Contents


DATAMONITOR OPINION
Catalyst
Summary
Comment
Salesforce.com introduces the Service Cloud
Redefining multi-channel
Tap into social knowledge
Ask the analyst
Disclaimer

Abstract

Introduction

Continuing its efforts to lead the charge for cloud-based computing, Salesforce.com launched an initiative to tie together disparate on-line communities into a unified web for customer service.

Scope
  • On-demand trailblazer Salesforce.com has been actively pushing beyond salesforce automation into other application areas.
  • Capitalizing on acquisitions and integrations, the company unveiled a new customer-service-focused initiative called the Service Cloud.
  • This solution redefines multi-channel support, aiming to tap into customer conversations on social networking sites such as Facebook.
Highlights

Much of the attention of this release will inevitably be focused on the use of social networking sites to gather customer service information that might be difficult or impossible for enterprises to generate on their own.

Service Cloud's foremost achievement could be recognizing that Google may well be the most prominent customer service channel in existence; actively using the search engine as a way to directly provide support to end users could mark a quantum leap forward in customer self-service.

Reasons to Purchase
  • Understand how Salesforce.com intends to break into areas beyond its core salesforce automation core base.
  • Explore the ways in which social networking and community technologies might alter the concept of customer interactions.


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