Salesforce Service Cloud 3 Unveiled, Social Customer Interaction Emphasized

It seems like only yesterday that Salesforce was talking up Cloud 2. Now, today, they’ve unveiled Service Cloud 3, the company’s next-generation social contact centers, which will let companies interact with customers on "any social community". That means Facebook, Twitter, and any other social network via social media monitoring software Radian6. However, it’s just supporting Twitter out of the box, from the sound of it. 

Google Apps Users Get New Gmail Contacts Features

Google announced that it’s rolling out an updated version of Gmail Contacts for Google Apps. In addition to improvements made to Contacts for regular Gmail users last summer, the new version comes equipped with some business-specific features. 

Google Launches Cloud Connect Worldwide

Google has announced the worldwide availability of Google Cloud Connect for Microsoft Office. The product was first announced in November, spawned from the company’s acquisition of DocVerse, which specialized in real-time sharing and editing of documents. 

Cloud Connect lets Office users automatically sync and backup their documents with Google Doc, so they’re always accessible on the web, and able to be shared with others. 

Does Web Conferencing Hurt Business?

I just saw a short online article summarizing results of a survey sponsored by CareerBuilder.com. The article had the provocative headline “Survey: Cutting business travel cuts business.”

It opened with two bullet points in bold face on a highlighted background:

Using Google Latitude For Business

Using Google Latitude is and should be a personal thing – only to be used with people you trust. I use Latitude with my friends and make sure to only confirm close friends. However, recently I met a woman that works in marketing for a health organization.

Keeping Your Digital Talent Pipeline Full

One of the huge issues you’re going to see play out starting this year is the movement and flux of those that work within the digital marketing and PR industries.

It’s not often talked about, but believe me, it’s a major concern for agency owners and businesses. How do you retain your top digital talent? How do you keep them happy? And, how do you keep your eye on the next hire?

Facebook Groups As A Small Business Intranet Option

When Facebook Groups was unveiled last year, I was skeptical. Facebook tinkers with its platform so much (to its credit) that I sometimes just tune out. Professionally, I need to know about these changes. And, more importantly, I need to know how they impact my clients. But, this one just didn’t do much for me.

Until I started revisiting the tool recently.

What Your Social Media Community Manager Should Be Doing

One of the essential hires for companies that want to affect real change as a social media savvy organization connecting with people and communities is a Community Manager.  During the social media discovery and initial learning phase the addition of a dedicated person is often unlikely, so the tasks a Community Manager would handle can be performed by a combination of a truly competent outside agency and moreso by multiple people within the company.

The Social Path to Organizational Transformation

Social media and marketing have become synonymous over the years. At the same time, social media is placing the customer back in customer service. Each movement represents important and overdue (r)evolutions within business, but this is just the beginning. With every step toward progress we make in social media, we uncover what’s necessary to make real headway in the progress of progress.

Brand Monitoring: Look at Brands That Are Doing it Right

Listening. It’s a mantra we’ve heard PR, marketing and social media consultants preach to brands for the last two years. But, how many brands are really listening to their customers online?

I’m not talking about responding to comments on Facebook or Twitter. That’s fine, but at this point, it’s table stakes, don’t you think?