Case of the financial industry

Introducing the internet does not only mean bringing in new technologies available for the business, but also new opportunities to improve the performance of any organisation. It can also improve customer satisfaction with its customer service management strategy. Through the expansion of the internet and its uses, businesses have begun to understand its value in the field of commerce. Marc Epstein (2004) in his book, Implementing E-commerce strategies: A guide to corporate success after the Dot.