But how Citibank uses the World Wide Web creates real value for its Web-oriented customers. Most important, the idea of users creating value for other users isn't just a consumer phenomenon. The same pattern of mutual benefits is found in just about all extranet, electronic data interchange, supply-chain management and other cooperative business systems. The overall effect is that innovation in IT hardware and software is now much less important than innovation in specific, network-based services. This represents real industry progress.
Services exist in virtually limitless variety and typically provide tangible customer value.
These attributes will both expand and stabilize our industry. They also explain why the whole issue of IT return on investment is fading away. It is fundamentally easier to assess the value of specific services provideddirectly to customers than it is to determine the ROI for the internal use of generic IT products. The bottom line is that computers are now used to create value for those who use computers. It's this mutually reinforcing dynamic that makes it all but certain that our industry will continue to move ahead but with customers now clearly in the lead.