The explosive growth in the use of the Internet for business transactions is transforming the global business environment, by redefining the relationship between enterprises and their customers.
The urgent need to meet the challenges raised by the emergence of e-business represents one of the most complex and demanding management issues facing businesses worldwide today.
To be competitive in today’s markets, it has become clear that organizations of all types must embrace an e-focused approach towards Customer Relationship Management.
The Internet has raised customers’ knowledge and expectations to unprecedented levels, while also helping to make them less brand-loyal than ever before.
This combination of changes brings with it both opportunities and dangers for all businesses.