Media for Service and Marketing

A computer program product tangibly embodied in a computer-readable storage device, the computer program product including instructions that, when executed, cause one or more data processing apparatus to perform operations for interacting with a customer, the operations comprising:

• receiving, in a customer relationship management (CRM) application, data from a communication made by a first person using a social interaction application that allows third party access to communications;
• assigning, based on the data, a sentiment indicator to the communication according to a predefined scale;
• and
• generating at least one output to the first person using the CRM application in response to receiving the data, the output based on the sentiment indicator.

A system comprising:

• a social media server comprising a social interaction application that allows third party access to communications;
• a customer relationship management (CRM) server comprising a CRM application;
• and
• an integrated social media and CRM system operative to
• receive, in the CRM application, data from a communication made by a first person using the social interaction application;
• assign, based on the data, a sentiment indicator to the communication according to a predefined scale;
• and
• generate at least one output to the first person using the CRM application in response to receiving the data, the output based on the sentiment indicator.