The rapid growth of consumer data combined with the
expanding impact of social media provides both opportunity
(richer insights) and peril (information overload). In particular,
social media is geometrically increasing the rate of information
growth. Facebook users have grown from zero in 2004 to more
than 800 million today – with no evidence of a diminishing
growth rate. Social CRM is deepening existing relationships and
generating yet more data. These relationships are redefining the
overall view of the consumer. It’s no longer sufficient to evaluate
a customer’s lifetime value (LTV). Instead, consideration must be
given to a “Customer’s Network Net Worth.”