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Conditioned by the convenience of social networking, online shopping, and instant access to information of every conceivable kind, the "wired" generation expects the business world to keep up, in the form of tools individuals can use to manage interactions with the businesses they patronize. That individual expectation crosses over into business-to-business interactions, putting pressure on IT departments to provide instant resolution of billing or other customer issues so that their clients can keep up with end customer demands.
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