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As a (suffering) fan of Charlton Athletic Football Club (CAFC) I was interested to read the coverage in the Daily Telegraph sports section of the newspaper’s ‘Business of Sport conference’. Katrien Meire, the chief executive of CAFC, was in the audience. She posed the question...

According to Gartner Inc. by 2014, organisations that refuse to communicate with customers via social media will face the same level of wrath from customers as those that ignore today's basic expectation that they respond to emails and phone calls. But whilst there is no...

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