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The Real-Time Revolution by Thomas Ferratt, Jerry Power

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Chapter1

The Need to Become a Real-Time Organization

Evidence of the real-time revolution is upon us. Most customers expect companies to provide immediate service. Furthermore, they are willing to switch from those that do not. Evidence for these customer real-time pressures on companies comes from Salesforce surveys of consumers and business buyers in 2016 and 2018.6 These surveys of over 7,000 participants in 2016 and over 6,700 in 2018 occurred in a world where almost everyone uses a smartphone. Salesforce noted, “This constantly connected lifestyle has created a culture of immediacy in which customers’ definition of timely interactions means instant. Sixty-four percent of consumers expect companies to respond and interact with them in real ...

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