TC: “Leveraging the cloud when it comes to customer service is a powerful way of integrating the social web with the enterprise space, as we’ve written in the past. Salesforce.com and Benioff have been at the helm of this movement and today’s upgrade to the Service Cloud represents the company’s continued innovative strategies that seem to deliver real value to enterprise customers. … Salesforce currently has fairly big-name customers who are using the service cloud, including Starbucks, Comcast and Dell. But Salesforce isn’t forgetting about the little guy; the company recently launched a lightweight contact manager targeted towards small businesses.”

Mashable: “With Service Cloud 2, it’s clear that Salesforce.com is serious about being a robust, evolving and agile player in the ever-growing SAAS space. The social media features Salesforce.com is integrating into its solutions look top-notch. The fact that these solutions can be integrated into existing systems just makes it that much more attractive.”