Instead of selling standard products companies are selling customized solution, which incorporate companies experience and knowledge. Internet has impact on all 3 fronts, one the customer acquisition. Here the impact is relatively less since personalized selling is required. Simply because the number of sales is very less, every sale can be converted into a personalized contact. The only impact of net is helping the customers know your company, like brochure ware.
Regular customers can configure their own products.
Second is the after sales service where net has got huge impact because, instead of you serving, the customer can serve himself just by logging on the Internet. All knowledge that the customer service company has gathered from its past experience can be made available to every customer. They can also log in their complaints and follow up the status on the Internet itself. Third is the delivery. It has become faster, the cycle times has got reduced.