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Posts tagged ‘service-cloud’

In his keynote this morning, Salesforce.com CEO Marc Benioff continued his critique on software companies for their lack of development and sense of entitlement. And not surprisingly, the full-on pitch continued for cloud computing with a parade of executives showing the applications they developed on Force.com . About 19,000 people attended Dreamforce, the annual Salesforce.com event. Partners lined up to get on stage. David Girouard of Google showed a map with all their customers around the globe. He recounted a story with Eric Schmidt, who was astounded by the frustrations that CIO's expressed about the architecture they inherited. An Accenture executive said that cloud computing is here to stay. He showed the company's applications on Force.com . The Black Crowes performed last night. The pitch is fever high. Sponsor What does this all say about the market? Is this an event that marks the point where cloud computing goes mainstream? Have we reached the apex of cloud computing hype? I asked the question on Twitter: Gartner sees the hype this way: Regardless, this has been a monumental week for cloud computing. The long established software companies have now lined up with their offering. Microsoft launched Azure . Salesforce.com unveiled Salesforce Chatter , Sales Cloud 2 and Service Cloud 2. IBM announced a cloud analytics platform that leverages Cognos, its business intelligence suite. The more established companies carry the benefit of long established customer channels. IBM and Microsoft fit into this camp. Additionally, Microsoft appears to get it. The Azure platform integrates some open-source components. These companies face their own challenges as much internally as from the customer world. But their presence also means that cloud computing is close to being accepted in the enterprise mainstream. Salesforce.com is a more interesting animal. Benioff is a very aggressive CEO. Business Week is calling him " The King of the Cloud." He is never shy to lampoon the established software companies in the market. He calls out his competitors like Sugar CRM , which is fighting right back with its own campaign: Behind The Smokescreen , a play on Benioff's new book: "Behind The Cloud." Benioff has to show off his partners. He never misses an opportunity to tell you how many customers he has. In a way, he has to play this role. He has the big players running. He has to keep them running, on the defensive, so he can move in with Chatter across the enterprise. That's the trick right now for Benioff. Moving as fast as he possibly can to gain that permanent traction. The hype is peaking. It's a different game for the entire market. It's a race now to win the mainstream. Discuss

e8dbc56ac510802.gif 131x150 Cloud Computing: Where to Next?

Excerpt from:
Cloud Computing: Where to Next?

Salesforce.com is offering the capability to integrate Facebook and Twitter into its sales and customer support offerings, another sign the company is making a full-shift to the social web. How deep is this move? On stage this morning at Dreamforce, Mark Benioff called Facebook and Twitter a "phenomena," going on to say that the integration of the social web is the biggest development for the company in the past ten years. Sponsor You see this in Sales Cloud 2 and Service Cloud 2, two new offerings which are both built on Salesforce Chatter. The Salesforce Chatter application is an enterprise collaboration envrionment, which the company launched this morning. Sales Cloud 2 and Service Cloud 2 are essentially extensions of its sales and customer support services but with social features fully built in all aspects of the products. Some of the features to be found in Service Cloud 2 Sales Cloud 2: Twitter integration: In Sales Cloud 2, uses may Twitter stream into Salesforce so sales people can engage in conversations with people and add that information into the sales funnel. In Service Cloud 2, customer support may follow Twitter and respond to people with real-time customer support. Answers: This is a pretty cool feature. A Dell executive showed how an "Answer," tab can be added into Facebook where customers may pose their questions. Mobile: A sign that moble apps are here to stay. Sales people may use the platform to send documents through the Salesforce platform. These are a few of the features available with Service Cloud 2 and Sales Cloud 2. The majority of these features will be available in 2010. Discuss

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The Future of Salesforce.com? Twitter, Facebook and the Social Web