Lately, many clients are looking for ways to effectively manage their Social Networking and Search Marketing relationships within their CRM (Customer Resource Management) strategy. As most of our clients are also Salesforce.com users, here is a review of our favorite Social/Search Appexchange Apps. While some of these apps are extensions of larger solutions, we still thought it would be helpful to see how these popular tools integrate into the customer management ecosystem.
SalesView: Mashup Social CRM tool to help automate lead intelligence. Salesview automatically scours the web and social networking to find the most relative and real time data concerning your contacts, prospective companies, and customers.
GetSatisfaction: We are a customer of GetSatisfaction, and use it as our mini-customer community node our website sidebar (feel free to reach out). The GetSatifaction app directly ties all community outreach into your Salesforce customer support screens for quick response and tracking.
Salesforce for Twitter: Free app for establishing a Twitter Support Node within Salesforce.com. Search, monitor and Tweet directly from your Saleforce customer support screens. Easily track service tickets and conversations initiated from Twitter outreach.
Salesforce for Adwords: Essential application for any Salesforce customer who invests in Google Adwords. This application identifies which ads, keywords, and Adgroups create specific sales leads and opportunities.
Salesforce Content: Free online tab within Salesforce.com where you can post and exchange quotes, competitive win information, sales powerpoint presentations and other sales documents. Send documents SFDC -to-SFDC and to your customers without the hassle of attaching it to any email where it will be lost in a spam box.
Salesforce.com for Google Docs: Similar to Salesforce.com Content, create documents and spreadsheets, collaborate and share information with your peers by connecting Salesforce.com with the Google Docs Suite.
Salesforce Chatter: Scheduled to be released in 4/2010, gives Salesforce a tremendous opportunity to be the default private social network for the enterprise. By linking user profiles to traditional CRM screens such as, support tickets, opportunities, accounts, and user groups, the impact Chatter could have on Enterprise CRM Social Networking could be exponential. Imagine having to only log into Salesforce for not only traditional CRM activities, but also IM, Microblogging, Collaborating, Social Monitoring and even sync Linkedin, Twitter and Facebook feeds.
As the web matures and becomes inherently social, customer touch points will continue to evolve from traditional phone calls, emails, and direct mail to Tweets, Comments, and IM. With the help of Appexchange, Salesforce.com is uniquely positioned to quickly fill the gaps through Social CRM applications such as the above examples. If Salesforce’s 2+ Million customers decide to embrace Chatter as the core Enterprise CRM Social Networking platform, it could be a game changer.