Service Cloud offers built-in integration with Facebook and Twitter. But users must also rethink their business processes to better support customers via social networks.

Who should use Force.com, the cloud computing platform for Salesforce.com? In a word, anyone who wants to push their CRM capabilities farther, faster.

What is the IT department’s role in making a cloud CRM program successful? From selection, to implementation, to support, it’s crucial for IT to guide technology choices, but ultimately also to delegate selection to business groups.

Want to tame product complexity and proliferation for salespeople and customers? Use a configurator.