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Generation C and Social CRM

Generation C (for Connected) is the name given to digital natives, the people who feel comfortable in the digital world, own lots of mobile devices, and tend to use at least two at once. Members of Generation C are better informed and more demanding, increasingly mobile, ubiquitously connected, and amazingly social. And they desire to be in control of own lives.

 

Unfortunately for contact centers, traditional customer relationship management (CRM) programs and technologies are not equipped to meet the needs of Generation C. To better engage these customers, draw insight, and create value, companies are turning to Big Data to gather, analyze and understand all the data available to them and use it make decisions. Organizations then need to implement, measure the consequences of these decisions and make adjustments in real-time, in order to meet Generation C’s expectations on an integrated customer experience.

 

gen c.jpgRead this article to learn more about HP's point of view on Generation C.

 

Listen to this webcast on reaching Generation C through Big Data.

 

And visit our website to learn more about our latest Social CRM offering with advanced analytics capabilities:  HP Customer Engagement Management-Social.

 

By:  Kavitha Thankaswamy, Marketing Manager, Hewlett Packard Company

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About the Author(s)
  • A well known member of the BPO industry in Europe. With HP since 2007, responsible for marketing our BPO strength, leadership and services in EMEA.


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