Salesforce.com on Wednesday will make a series of announcements regarding its Service Cloud customer-service applications, which are a major part of the on-demand CRM (customer relationship management) vendor's long-term growth plans.
First unveiled in January, the Service Cloud strategy presumes that in order to find answers to product and service questions, customers are increasingly using means besides traditional call centers, such as search engines or social-networking and messaging services like Facebook and Twitter.
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