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Strategic Imperatives

As we suggested in Chapter 3, the Internet introduces two factors into business thinking: the Internet can transform customer relationships, and the Internet can displace traditional sources of business value.

  • Transforming customer relationships

    Traditionally, a customer has few points of contact with a business. The Internet allows a complete outside-in reengineering of the relationship of a business to its customers, transforming the business from an internal focus to a customer focus.

  • Displacing traditional sources of business value

    The Internet transforms business from dealing with physical artifacts to dealing primarily with information. Economies of scale in the physical world are transformed into economies of scope. Distribution becomes an opportunity rather than a constraint. The net effect is to upset the basis of competition.


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