Customer Management Versus Employee Management
Clarification is needed about the difference between customer and employee social interactions.
Recent Forrester research emphasizes that organizations are investing to improve customer management capabilities. With products such as Salesforce.com (NYSE: CRM)'s Chatter, this report on CRM Buyer suggests that the difference between consumer social networking and enterprise social networking is one that has been lost in the shuffle.
"We've all heard the lines: 'blogging is so 2008'; 'say that in 140 characters or less,' and now, 'the feed is the new desktop.' This last one is from Salesforce.com (NYSE: CRM) CEO Marc Benioff.
"In the few months since its release, according to Salesforce, Chatter has been adopted by more than 20,000 companies. Perhaps the highest-profile one is Dell (Nasdaq: DELL).