The idea that making social networks like Facebook and Twitter part of a customer relationship strategy makes sense in that customer interaction today doesn’t just exist via traditional communication channels like e-mail and phone.
Extending that collaborative relationship beyond the corporate walls to popular social media is a great way of keeping customers part of that sales process. But for a truly end-to-end CRM process, that collaboration should probably extend within the corporation among sales or contact centre professionals.
Recently, Salesforce.com released a tool, Chatter, to allow employees to collaborate on customer accounts so that valuable information can be shared about contacts. afasd