The number of non-PC devices such as television set-top boxes, IP-enabled telephones, and personal digital assistants that will be connected to the Web is expected to exceed 89 million by the year 2001.
Concurrently, Internet traffic is changing rapidly. In the past, Internet traffic consisted of basic ASCII text files and email traffic. Today, Web traffic, which tends to be graphics-intensive, accounts for 80% of all Internet usage. Web-based technology is used to enhance customer service, streamline internal management systems, and reach out to employees, customers, and business partners through Intranet and Extranet applications. Corporations are Web-enabling their core business processes such as sales, customer service, and marketing. These Web sites are strategic business initiatives targeted at streamlining operational costs and turning a profit.
Online commerce was once considered a convenience. However, due to the global nature of the Internet, customers expect to shop online 24 hours a day, 7 days a week, from anywhere in the world.
A customer’s experience with a Web site may be the only interaction they have with the company. If they have to wait too long or their experience is negative, they will go someplace else.
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