The Changing Face of CRM: Understanding a New Generation

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“The people we do business with are changing,” said Christian Pedersen, senior director for Microsoft Dynamics CRM during his keynote address at the CRMUG Forum Wednesday in St. Charles, Ill. During his address, titled “Are you Ready for What’s Next? Navigating the Future of CRM”, Pedersen delivered some food for thought on the new generation of customers and employees: the Millennial Generation. “They are very, very different,” he said of the group, consisting of individuals born after 1980. “These are kids that grew up with a completely different day to day life than any of us. This generation grew up with computers in every room.” In lieu of this, what is the new face of CRM? “Social networking,” Pedersen said, accentuating the importance of companies b...

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