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The Perils of ‘Social Divide’ Thinking

Dreamforce’s two-and-a-half hour keynote on Wednesday featured plenty of technology talk, and technology is neat — don’t get me wrong. The art and science of managing customer relationships would be lost without it. But one thing Salesforce CEO Marc Benioff said early on really stuck in my head. He said that the idea of a digital divide — a world of technology haves and have-nots — was no longer the issue. It was the idea of a social divide, between customers who behaved digitally and companies who did not.

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