Companies maintain Twitter accounts because it allows them to connect with their customers instantly. But what happens when a customer complains about a defective product or an unpleasant service experience? Is 140 characters really enough space to address their concerns? Probably not, so be sure you have a customer relations support team in place that can work to resolve the customer’s issue, otherwise the whole situation could get bigger and more vocal than it needs to be on Twitter. That’s Erik Sass’ take on the situation. Read his article in MediaPost Blog here.