This raises the issue of how information from multiple sources is securely collected, transmitted and stored. Those firms that can successfully introduce secure information management to their clients will gain a competitive advantage by enabling services that are viewed as an increased value by their customers without exposing themselves to liability that comes from breaches of customer confidence. When customers go to an ecommerce site, they have certain expectations. The site should be easy to use and make it easy to find information. It should deliver orders correctly and on time.
Expectations of privacy are even more fundamental.
Even if a company provides an exemplary customer experience, if a customer's credit card number is stolen because the site was not secure, the best user experience will mean nothing. Recently, for example, an ecommerce software supplier had a vulnerability in its code that allowed hackers to easily key in a string of characters that resulted in the display of the orders customers had purchased at the site. The ebusiness marketplace is beginning to realize the critical nature of building customer relationships that lead to repeat business. Because a victim of a security breach is unlikely to return to a site, such a breach can irrevocably damage the trust and confidence necessary to build long-term relationships. The Web has created the potential for a wide range of partnerships, relationships and connections between companies that can greatly facilitate business operations.