GLG News Analyses of the following article:

Salesforce.com's Service-as-a-Service

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Published at: www.forbes.com

Benefits of Salesforce.com Service Cloud2

September 15, 2009

Analysis by: GLG Expert Contributor

The Salesforce.com Service Cloud offers an online solution for customer service that allows firms to automate all of their customer service functions from traditional contact center channels (phone calls, e-mails, and chat) to new channels like website portals, communities, and social networks (Facebook and Twitter.) By leveraging these online tools, small software providers and other firms have an easy way to share knowledge with their customer service teams and customers across geographies.

Salesforce Service Cloud Offers Potential, but to a Very Cost Sensitive Segment

September 15, 2009

Analysis by: GLG Expert Contributor

Salesforce pioneered the SaaS model for delivering software.  The new offering for the Service Cloud could also be a game changer.  Social networking holds the promise of lower cost and in some cases better support.  This will surely be an attractive offering for the smallest and largest companies.  However, there are many small and mid-sized companies that will find open source based alternatives that, with a small up front investment, hold the potential to be far less expensive. 

Great Chance for Small Software Provider to expand Service Business

September 12, 2009

Analysis by: GLG Expert Contributor

Service Cloud is the next-generation customer service solution.It is built on Force.com application platform, benefits from the SaaS provider's partnerships with Google, Facebook and Amazon.com.Customers can build businesses in the cloud.It will let users create an online customer community with unlimited usage for up to 250 customers, set up a contact center with up to five agents and invite up to five partners to participate in the cloud. Big chance for Software Provider to use Service Cloud.

David CroslinPresidentInnovate the Future, Inc.

Salesforce.com's "Service Cloud 2" Opens Doors For Smaller Software Providers

September 10, 2009

The small to medium enterprise (SME) market always seems to be unable to get the software functionality that will make them competitive and lower their costs. Yet, there are lots of software vendors with 'good enough' solutions that don't have the sales forces or support infrastructures needed to reach the SMEs on a more local basis. With Netbooks, Software as a Service (SAAS) and other innovations, this is about to change in a very big way.