E-business is about relationships, not just technology
Winners use the internet to deepen customer intimacy rather than merely to sell online. Technology is a means to a relationship end.
Cyber rules
6 ideas
The customer-centric e-business model
Siebel argues the whole enterprise should be reorganized around acquiring, serving, and retaining customers online. Internal processes follow from the customer, not the product.
The web collapses distance and time
Digital commerce enables continuous global reach and direct, unmediated customer interaction. Geography and business hours cease to constrain the relationship.
Every company must become an e-business
The internet is presented as non-optional, so incumbents must transform or be displaced. Waiting is framed as an existential risk.
Customer data as competitive asset
Capturing interaction data enables personalization and switching-cost lock-in. Information about customers becomes a durable advantage.
Trust and security as commerce foundation
Online commerce depends on reliable, secure, and credible digital infrastructure. Without trust, the customer relationship cannot form.