I posted a guest editorial over at CRM Buyer called "Managing the Customer Service Revolution." Here's a brief excerpt.
More recently, the social network boom has created a new revolution in customer service. The reach and immediacy of Twitter, Facebook and, now, Google+ has made the voice of the customer an extremely powerful force. Bad customer experiences can quickly snowball into online customer uprisings leading to PR disasters...
As is often the case, tech-savvy startups are the first to embrace new technologies and communication channels. Larger, more traditional organizations are now finding that they need to develop new customer service strategies or else smaller, more nimble organizations may leave them in the dust and take their customers with them.
Interestingly enough, we see a lot of open source and SaaS startups embracing the new model of customer service. This includes rapidly growing companies like AirBnB, Box.net, CloudEra, CustomWare, DataStax, DropBox, GoodData, GroupOn, Hulu, New Relic, ScribD, Strobe, Twilio, Yammer, Zoosk, Zuora and thousands of others who are using Zendesk to deliver awesome customer service. I think the reason for this is that companies whose products and technologies are disruptive will often chose disrupt tools in other areas also.
Check out the full story at CRM Buyer.