Given how much it is used for ranting against brands, could twitter make money from them by building a CRM/customer support tool?
It’s a relatively small opportunity but one sitting right in front of them.
I say relatively small because when compared to the things they could do with the whole twitter product, it’s a much smaller and more explored problem space (CRM/Customer support). However, it presents a very direct way to make money from pressing problem - problem being phrased as “How do I (as a brand) provide excellent customer service via twitter”.
Another point, such a CRM effort probably falls far away from the general vision of the company and is probably not directly aligned with their positioning . This might a chance for the company to go all skunkworks and solve this problem with a new unit.