ABSTRACT
BUSINESS IN THE DIGITAL AGE The dawn of the digital age brings many challenges and opportuni
ties to businesses. Businesses able to adapt to changing consumer behav ior by applying new technologies will succeed. Those tied to outdated customer models and obsolete technologies will fall behind. In this chapter we will look at how technology is changing customer needs and behaviors, and how businesses can leverage these new technologies to establish lifetime links with customers, a focus we coined in 1993 as Customer Care™.
