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ECOMMERCE: YOUR OPPORTUNITIES ARE UNLIMITED
By: Bob McElwain
Peter Drucker believes ecommerce will be to the Information Revolution what the railroads were to the Industrial Revolution.* To oversimplify, the Industrial Revolution was a time in which tools were produced that replaced people in the manufacture of goods. In the first thirty years, all was devoted to producing known products with machines.
While there were drastic social changes with the massive shift from rural to urban living, there was little change in the products produced and purchased. They only became more readily available at ever more modest cost.
Only later did the Industrial Revolution produce something new - the railroads. For the first time in history, people could readily move great distances inexpensively. (Hauling freight came much later.) Railroads brought a thirty year boom in Europe, and an even longer one in the United States. While many other parts of the world got started somewhat later, the boom did not end for them until the outbreak of World War I.
What Will Arise From The Information Revolution?
The parallels between the Industrial and Information Revolutions are astonishing. Thus far computers, the Web, and information technology have created nothing dramatically new. They have merely changed the ways in which information is gathered, managed and reported. And to some extent, the way in which consumers purchase goods.
Computers themselves have changed the way in which products are manufactured, including their design. And a few new spinoffs have come to the fore. But there has not been anything revolutionary in any of this. Nothing yet has had the impact of railroads on the whole of the social fabric.
If Drucker is correct, ecommerce will have an impact equivalent to that of the railroads earlier. Thus far the Web has produced less change in the way business is done than ore cars running on steel rails effected mining. In short, the real drama and excitement is yet to be revealed.
Given easy access to the Web, you and I have been invited to join in. For myself, I don`t want to miss a beat.
A Radical Shift Is Upon Us
There appears to be an awesome and exciting shift emerging in the way business is done. There are those who feel that if it`s good for business, it`s good. Period. I hold a different view: If it`s not good for people, it`s not good.
Many with a business orientation are likely to abandon my thinking here. Those convinced people are sheep born to be shorn certainly will. But whatever your view, enormous changes in the way in which business is done are rushing down upon us. Companies who do not embrace them, will be swept away into history.
What Will Customer Service Come To Mean?
For example, automated telephone systems and elevator music will fade away, as will the companies that cling to such barriers. People will not be content much longer, with clutching a phone to their ear, trying to accomplish some other task, while waiting for the answer they need right now.
'The customer comes first' will remain the driving force behind all successful businesses. Today, such phrases mumbled by all are generally mere tokenism. Tomorrow they will c....[MORE]
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