The Service Cloud

I continue to be impressed by the vision, capability, and reach of the platform.

The following video was taped at the 1/15/09 Service Cloud Launch event.

The first 23 minutes or so of the following video is a good “State of the Union” message for overall delivered by Mark Benioff Chairman & CEO of

The rest of the presentation describes the announcement of the “Service Cloud” extensions to the existing capabilities of the Service and Support Applications and extensions to the platform.

While the underlying concepts behind the idea of using the Internet to engage in conversations with your customers have been with us for some time (Cluetrain Manifesto) the growth of social networks like Facebook provide leverage to apply these concepts in ways that were not possible in the past.

It will be interesting to see how quickly companies move to embrace this level of engagement with their customers.