Use of Internet for Advertising, Sales and Customer Support

• Internet web sites, web pages, forms and e-mail
• Customer Access to databases on products, accounts, shipping, and order status
• Instant completion of sales transactions (exchange of product for $)
• Automated support via website, e-mail, and FAQ databases

A New Form of Customer Relations

• Shift to direct company-customer linkage (buy direct)
• Customization of product or service for individual customer
• Personalization of customer contacts (customer profile, history, etc.)
• Increased dependency on adequacy of communications infrastructure

Changes in the Nature of Products and Services

• Increased focus on information.
• Ability to customize product or service for individual customer.
• Shift to final assembly-only of product (no component fabrication).
• Commoditization of product components.

Changes in the Nature of Product Delivery and Repair

• Instant ordering and scheduling, with very rapid delivery.
• Rapid centralized repair of product by manufacturer (no intermediaries).
• Increased dependency on shipping infrastructure.