Salesforce.com has announced that Twitter will be added to its Service Cloud solution, and will offer integration with customer data to subscribers. Salesforce.com is the first CRM vendor to offer integration with social networking websites, but others are likely to closely follow the company and begin addressing demands for social networking in the near future. Many large brands have begun to use Twitter as a customer service tool, such as Bank of America, Comcast, JetBlue, and Zappos.
Source: CBR Online