Chapter 20. The Impact of Mobility on Social CRM

Anyone with teenagers knows that the world’s 1.7 billion millennials (born since 1985 and also known as generation Y) are obsessed with being “always on, always connected” to the Internet and to their friends. Millennials are on track to grow by 1.3 billion to a total of 3 billion by the end of 2016. This means they will account for 45 percent of world population by 2016. Fifty percent of millennials perform research via the web and more than 90 percent purchase products via the web. In the U.S., today’s 80 million millennials spend on average 11 hours per day digitally connected (53 hours per week). These are staggering figures.

The one question that all millennials agree on is their mobile device ...

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