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Customer Management Versus Employee Management

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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).

"By 'feed,' of course, Benioff is referring to the string of status updates and posted links familiar to Facebook users, but also found on a variety of other social networking tools. Chatter, in fact, has been dubbed "Enterprise Facebook," due to its resemblance to the popular online service. The difference is that Chatter is designed for use within enterprises, for employees to collaborate as they build project teams, work sales efforts and share information."

Read the Full "Benioff: 'The Feed Is the New Desktop'" Story at CRM Buyer

This article was originally published on September 29, 2010
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