Sell and Serve in Web-based World
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Boyle: It's an advantage to simply have it there—I'd be embarrassed if a customer asked for my Web site address and I didn't have one. The only disadvantage to e-commerce is that it has the potential to replace that personal touch.
5. What is your future outlook for the industry and e-commerce?
Horn: We expect to be fully integrated within the next six months. After that, profits may or may not increase. It's true that streamlining workflow makes things less cumbersome, but it can create a new set of unanticipated problems. Sure, being able to pull up repeat orders reduces paperwork, but if there is a slight change, there must be a mechanism in place to catch it.
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