- customer interaction is not your grandmother's "pick up a phone and call" model - it requires reaction speed, mining of the cloud, and proactive approach
- Salesforce Service cloud now has good connectors for Twitter and Facebook
- Pretty slick workflow integration from escalating the issue, to filing it to the knowledge base, to dynamics diagnostics and knowledge base mining, to video chat
Overall, looks like a decent offering staying in step with the time - which is what SaaS is all about - quick product release cycles and most importantly quick deployment cycles by the customer (when compared to on premise model where just to deploy a new version might take months or even years)
P.S. I wish all those public speaking coaches would stop telling execs to move around the stage so much - all this pacing is really irritating.