Successful e-commerce models must understand customers' stated and unstated needs. Development teams must learn to foster intimate conversation with customers and translate that knowledge into value and new products. Kawasaki's goal vividly demonstrates the importance of total immersion in customers' needs. Customer care, customer support, and customer satisfaction will continue to be paramount for sustained growth. The Internet has clearly placed the customer in the driver's seat.
Customers can now choose from suppliers and merchants from a much larger area than ever before.
Those who take best care of customers will succeed. Leadership is still a key ingredient in any organization. Sooner rather than later, the need for leadership will become apparent. E-companies must acquire and develop leadership skills for their organizations. Those that set the direction of the company must learn to make sound decisions quickly and consistently with the company's short and long-term strategies.