Social media – roundup

CRM vendor Salesforce.com has launched CRM for Twitter. The product aims to help organisations track Twitter updates that make mention of their business. It then feeds those real-time tweets to customer service agents who monitor service performance or follow up on sales prospects. The CRM for Twitter module comes as part of the Salesforce Service Cloud which allows organisations to connect service applications to conversations on Facebook, LinkedIn and Google.

A new social network analysis module has been launched by data mining automation firm KXEN. The KSN module identifies links between friends, families, co-workers and other communities and helps to pinpoint the influentials within each group. The firm claims that, by using the module alongside existing customer information, it could boost the effectiveness of sales, marketing and customer retention campaigns by around 15 per cent.

PR firm Calysto Communications has launched a social media marketing practice for the broadcasting, telecommunications and wireless industries. Calysto analyses clients' websites and other communications - including press releases, company backgrounders, bylined articles and many other marketing materials that get posted on the internet – to identify which keywords are attracting traffic and which keywords are not. Calysto will also offer advice on blogging and social networking strategies.