I was pleasantly surprised during an online presentation about Salesforce.com's Service Cloud 3. At first glance, it looks like a simple and powerful customer relationship management (CRM) tool that takes advantage of social networking to help connect with customers.
The concept is simple. Customer input by phone, e-mail, Twitter, Facebook, and video sites displays in a single interface. This also offers information about different customers, such as their "tweeting" history, with links to relevant white papers or troubleshooting FAQs that can solve problems individual customers might have. This is all available through a Web browser, which means you can access the service, whether at your home office or on a PC at a café in the Bahamas, without downloading software.

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