Today Salesforce customers use Chatter to socially network with employees and partners, but enhancements will also allow customers to be invited into an employee Chatter group to serve as a sounding board for company decisions. In addition, customer service operations could be enhanced with a social media option so customers could tweet their questions and customer service reps could tweet back responses.
Salesforce demonstrated how a wide range of companies--Groupon, KLM Royal Dutch Airlines, NBCUniversal, Verizon and others--are using Salesforce-based SaaS offerings to become a social enterprise.
A survey of some of the 45,000 people registered to attended Dreamforce 2011 showed that Salesforce was preaching to the choir, although not everyone is on the same page of the hymnal.
The survey, conducted by a company called Appirio, revealed the following: 42% of respondents defined the social enterprise as "engaging and marketing to customers on public social networks"; 38% said Chatter is the social app they used most often at work, while Facebook and LinkedIn came in second and third, respectively; 67% said they’d like Chatter integrated with Facebook or LinkedIn, while 24% said e-mail; and, when asked where they would rank their company on a scale of 1 to 5 on its social enterprise strategy, 50% responded, "Somewhere in the middle."
A recent survey by the consulting firm Bluewolf--not directly related to Dreamforce--showed a mixture of appreciation for and reservations about social networking as a business strategy.
Sixty percent of those surveyed by Bluewolf believe that "every business" needs to be social, while 61% of respondents list social media strategy as a "high priority." But concerns businesses have about social media revolve around management and ownership of social media (58%), employing the proper metrics and proving value (54%) and a loss in productivity from spending too much time on social media (27%).
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