Page 1: Introduction
Revolutions are only revolutionary when they are new. Nowhere is this more true than in the e-business revolution. Five years ago few students were aware of the potential of e-business. Today, they might deal with a number of e-business enabled companies. They might buy books through amazon.com, find information about university life from studentnet.com or bank with an internet bank, such as smile. The e-business revolution has spread enormously into many aspects of young people’s lives.
IBM was the best known name in Information and Communications Technologies (ICT) in the 20th century. The IBM brand is all pervasive, and can be found on products as diverse as PCs, servers, software and high-end systems. It is also increasingly prevalent as the engine behind other companies’ branded products, or as the infrastructure behind websites all over the world.
Its approach is firstly to develop e-business solutions and secondly to help businesses create the sort of customer relationship management platforms needed to build successful long-term relationships with its customers. Today almost anyone can create a website. However, in the competitive e-commerce world, the key differentiator is customer service. IBM is therefore sharing its experience in providing customer service platforms with other companies.
This case study examines how IBM, one of the world’s leading Information Technology and Communications businesses, is enabling a variety of other businesses to take the 'e' revolution further.