Netting A Profit [Archive.org URL]

“Last fall, Robert Litan of the Brookings Institution and I, along with a team of researchers at Momentum Research Group, set out to examine and quantify how the Internet has affected productivity and profitability. To what extent, we wondered, did Internet investments contribute to the revenue growth of the companies that launched them, and to what extent did they contribute to cost reduction? Which Internet applications–customer-relationship management, e-commerce initiatives, online customer support, sales-force automation, or supply-chain management–had the biggest payoffs? What do companies think will happen to their competitiveness and their production efficiency in the future?”

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