Welcoming CRM Relevant Products and Services?

Salesforce is making a bold move with its Government Cloud. Certainly, government agencies are not known for strong customer service. But will governments invest in the technology Relevant Products and Services it takes to meet the demands of customers who are increasingly used to social and mobile customer service? That's what we asked Rob Enderle, principal analyst at the Enderle Group.
"The difficulty with government is the lack of funding right now to make changes. Right now, a lot of the agencies are just treading water," Enderle said. "Having said that, probably the only way government agencies can do deployments right now is through some sort of Software as a Service capability. From that perspective, this solution is well timed."
As Enderle sees it, a social and mobile CRM solution in the government would drive higher citizen satisfaction rates and could streamline customer service. Still, he said, getting the government to implement CRM would be an amazing accomplishment.