E-business is alive and well. It's a significant focus of IT executivesa number of systems are in place, and a few are generating greater benefits than expected. E-commerce systems are becoming more commonplace, and the uptick in focus on customer satisfaction suggests that e-CRM systems will continue to be rolled out. However, there are still holes to be filled in. Supply chain efforts will be the last major arena for significant implementations. And if our respondents are any indication, it's unrealistic to anticipate exceptional increases in revenue or decreases in costs. Instead, focus on harder- to-measure but still valuable goals like increasing customer satisfaction or creating new lines of business.
This article was originally published on 12-01-2001