Actions: (The details of tactics, who does what and when?)

• 
  Responsibilities and structures
  
• 
  Internal resources and skills
  
• 
  External agencies
  

• 
  Control: (How do we monitor performance?)
  
  • 
    5S's _ web analytics – KPIs
    
  • 
    Usability testing/mystery shopper
    
  • 
    Customer satisfaction surveys
    
  • 
    Site visitor profiling
    
  • 
    Frequency of reporting
    
  • 
    Process of reporting and actions
    

1. 
   The information to transaction model
   
2. 
   The transaction to information model
   

Showing typical opportunities and threats presented by the Internet:

• 
  Increased sales from new sales leads giving rise to increased revenue from:
  
  • 
    new customers, new markets
    
  • 
    existing customers (repeat-selling)
    
  • 
    existing customers (cross-selling)
    
• 
  Cost reductions from:
  
  • 
    reduced time in customer service
    
  • 
    online sales
    
  • 
    reduced printing and distribution costs of communications