Remember that education and training are critical. Everyone in the organization must be introduced to basic e-business concepts. Attitudes are influenced by what people know, so arm employees with as much knowledge as you can. For those who are accountable in areas that interact directly with customers, more detailed training is needed. Instill a sense of urgency in your people.
Customers now expect immediate quality service, whether it is in person, on the phone or on the Web.
The sense of urgency required to deliver that level of service should help drive business decisions. Recognize that the Internet and the realities of e-business have permanently changed the barriers to competition. Viable competitors, unencumbered by legacy systems and outdated processes, can spring up almost overnight. Be proactive in adopting technology. Outsource if necessary.