I saw that Datamonitor is projecting that more and more companies will be integrating Twitter or other micro-blogging tools into their CRM systems.
This makes sense for a number of reasons, many of them obvious. Micro-blogging can be a simple, yet effective method of keeping in touch with large customer bases, but with a personal touch. Also, it can become a cheap way to create a bi-directional dialog between a company and the customer.
But the Datamonitor report says Twitter may start charging, which could affect some decisions being made on whether or not to embed Twitter itself into the CRM system.
SugarCRM has taken a different approach. Instead of simply embedding an existing tool (Twitter) into SugarCRM, we simply built our own micro-feed tool. Still in its early stages, I see the Sugar Feeds concept having some legs. The great thing about Sugar feeds is that eventually it will manage both internal and external communications. And unlike generic tools like Twitter, where users have to undergo the arduous process of building up micro-networks, the CRM system can pre-segment and crate communication networks.
Check out more info on the feeds here.
Above: The multi-media, micro-blogging Sugar Feed feature at a glance.