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Pat Sweet sees a second wave of e-business development rolling in, but with organisations and their customers apparently on a different wavelength.
Surf’s up - Part 2 | Part 1| Part 3
Nor had these organisations got very far in using web technology to enhance customer relationships. Only 15% were using customer preferences to personalise the web experience, while just 13% were able to tailor the products and services offered on the web according to customer profile information.
Poor results in the customer-driven parts of the business were not the only problems which this survey identified. PA found that companies had failed to realise expected benefits in a whole raft of areas. While 36% expected to see increased revenues, only 17% had found this to be the case, and compared to the 40% who predicted that e-business would make them quicker at reacting to competitors, just 22% had succeeded in this aim.
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International Consultants' Guide 2002
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Market Overview