According to the Chinese calendar, 2014 is supposed to be the year of the horse. However, Microsoft prefers to dub it the year of the customer, a consideration that has led it to add new features to its Dynamics CRM software.
Kirill Tatarinov, executive vice president, Microsoft Dynamics explained that the millennial generation (born between the early 1980s and early 2000s) is more informed, has radically different expectations and is changing the market dynamics for every industry. This new breed of consumer, he said, has a constant connection to the Internet and uses social networks for feedback that can quickly go viral. They feel empowered.
"Over 90 percent of people today never complain when not served well," said Tatarinov. "They just leave and never come back."