Email service provider ExactTarget unveiled new social CRM capabilities for its CoTweet social media management application today, enabling organisations to integrate conversations that originate in social media with CRM platforms, including Microsoft Dynamics CRM 2011 Online.
In March 2010 Exact Target acquired San Francisco-based CoTweet, taking the first steps into a email + social integration. Founded in 2008, CoTweet is a Web-based platform that allows companies to manage multiple Twitter accounts from a single dashboard and support multiple editors.
Launched at Microsoft’s Convergence 2011, the new integration called CoTweet Social CRM Connector is said to help create a broader view of an individual’s lead, opportunity or case history. From within the CoTweet application, users can capture a conversation from Facebook or Twitter, and associate it with an individual’s CRM profile. Possibly tagging it as a lead or opportunity.