Will Salesforce.com Chatter — described as a Facebook for businesses — help your CRM program?

Reconsidering “first come, first served” and the role of one-to-many communication in the age of Twitter.

If airlines and the Icelandic volcanic ash cloud didn’t convince you, maybe a new study will: If you want to sell more and keep your customers, then it’s time to hone your customer service Twitter strategy and expertise.

Twitter breakdown: If your customers have to call, email and finally tweet to get a response, it means that your customer service practices are broken. Cue customer defections.

Online self-service is failing. Here’s how to fix it.

Worried about tackling service via Facebook or Twitter? See to your self-service website and customer-centric focus first.

Harvard Business Review recently asked me, What are companies doing to optimize their sales and marketing practices?

What’s the role of Twitter when it comes to customer service? Here’s what it shouldn’t be: a deus ex machina that papers over poor customer service practices. By all means, embrace Twitter, but treat it equally to all other channels.