builds social networking tools into service

03/27/2009 | Network World

CRM firm decided to connect its service to tools such as Twitter and Facebook after realizing users were looking for ways to interact and connect with customers using tools they were familiar with. "Today, it's not a matter of investing in the call center," says Kraig Swensrud,'s vice president of product marketing. "[Companies] need to expand customer service to where [their] communities are now living, which is places like Twitter, Facebook and Google."

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