Chapter 19. Customers of the Future and Their Impact on Social CRM

Customer of the future’s impact on Social Media will be quite profound. There are more than 1.5 billion people using Social Media worldwide. Facebook members alone exceed 1.4 billion members, of which 670 billion use Facebook daily. Among U.S. adults, 79 percent use Social Media daily, and more than 90 percent of millennials use Social Media daily. The Social Media phenomenon is not going away—it will continue to impact both the customer of the future and in turn, the future of Social CRM.

As the worldwide population increasingly adopts Social Media, organizations must ask, “Can we afford not to connect with potential customers in the way that they expect to be communicated with?” ...

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