Followbase: A Twitter CRM Starter Kit
by Roi Carthy on January 7, 2010
Although there is no shortage of businesses large and small making great use of Twitter
, many are still trying to make heads-and-tales of how to harness its power to communicate with existing and prospective clients.
All you need to do to get started with Followbase is to connect it with a Twitter account. Twitter’s standard 3rd-party OAuth approval is used here to ensure the user is the actual account owner. Followbase then begins scanning the stream and funnels tweets into four customer service oriented topics: Mention, Ideas, Problems and Questions.
Tweets under each topic column are displayed with threaded replies as well as highlighting for the main account and additional team members. The columns are formed automatically, based on the usage of the “?” operator and keywords found in the body of the tweets. Examples include: idea, feature, suggestion, bug, issue, fail, etc.
Not that I care for the term LMS (Learning Management System) or the notion of "managing" learning or learners, but for the purpose of expanding our thinking, looking beyond "learning technology" and looking ahead, I do wonder how well tools/services such as this example of FollowBase might meet many of the essential requirements typically assigned to an LMS? That is, for assisting people who are receiving training and education. Could this article just as well have been titled "Followbase: a Twitter LMS Starter Kit"??
What happens if you change the context from "customer support" to "learner support"? "performance support"?
Try reading the article with this in mind and see what YOU think?
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