This does not just mean having a smart Web site. They fear losing the personal touch. The Internet won't take off if it is seen as a tool which is not in touch with customers. But behind the vision, companies must focus hard on the process of implementation. They have to overcome initial hesitancy, as well as the temptation to go it alone and exclude outside expertise or to invest heavily in systems which are too complex and specialised for their needs.
Companies can be shape changers or surface scratchers.
Whichever category they fall into, careful planning and project monitoring are vital, as are robust IT systems on which to build new applications. Companies have to ensure that their data flows smoothly throughout the business, can be easily retrieved and is totally secure. Systems must be tested to the limit. Then these break down when they're really needed. Crucial to companies' e-business performance is strong commitment by the board.