E-business will force companies toward customer life-cycle management (CLCM) frameworks addressing both traditional and “e” channels. Organizations will succeed in e-business only if they define the type of customer relationship desired and build the site and offer services accordingly. The vast number of Internet Web sites creates a supply/demand inequity, with customer time, attention, and trust (TAT) being the scarce commodity. By 2003/04, an oligopoly of news/entertainment companies will own the majority of Web time/traffic, but these sites inevitably will be “generalist””]
Source: https://www.csoonline.com/article/2112974/capturing-e-customers.html