Business Directory and E-commerce for Communication System between Customer and Company

Abstract

This paper aims to identify the strategic motivators and expected benefits related to the implementation of e-commerce infrastructures in traditional “brick and mortar” organizations. Despite the fact that the clearest benefit from e-commerce might be expected to come from contribution to corporate profits, either from an increase of sales or reduction of costs, but this may not be the case. The literature suggests that there are different ways in which the potential benefits can be assessed. These ways are directly related to the evolution of e-commerce. This research has chosen six representative organizations from different sectors to explore their rationales for their e-commerce strategies. One of the main benefits reported is to increase the focus on the customer and improving internal communications. Additionally, obtaining competitive advantage was found to be a powerful motivator, despite the fact that the recent academic literature suggests that this is very difficult to achieve.