CRM Companies 2009: Helpstream

This is my paradigm company for a CRM 2.0 feature set. Para-digm. They seem to have it all together. They are the ones that I use as the example of the difference between CRM 2.0 and Web 2.0. They are my numero uno for explaining the difference between CRM 2.0 and Web 2.0 Their focus is customer service. They incorporate the social functionality needed to involve the customer community in solving customer service issues and also to monitor and capture the feedback they get from the customers. But to make it truly a CRM 2.0 application, they incorporate analytics, business rules and workflow to make sure that customer service activity in the community is not only monitored and analyzed (in a left and right brained a.k.a. whole brained way), but that the responsible company staff members are notified when situations appear - those situational responses are triggered and then flagged due to a business rule, workflow routes the flagged occurrence to the selected authority and that person is notified to take action in some way. Perfecto. But besides their well executed apps, they have a smart strategy - they are currently allied with Oracle and I’m sure they aren’t going to stop there. They would be remiss if they did. Watch these guys. They are what CRM 2.0 is. Big time up and comer in 2009. If any practitioner company has a brain.