Becoming a Technology-driven firm mid of 1 990 become the one of the first companies to create its own web Direct to customer API individual companies could integrate into their own customer service systems Web-based tracking system reduce call center traffic Established alliance with key vendors integrate tracking API into the vendor such as Oracle Peoplesoft, IBM,SAP, Harbinger by late 2000: 6 OnLine Tools Allow the customers to link their own customers Others functions(Exhibit 3)Huang Lihua, Fudan U Becoming a Technology-driven Firm • mid of 1990: become the one of the first companies to create its own web. – Direct to customer • API :individual companies could integrate into their own customer service systems • Web-based tracking system: – reduce call center traffic – Established alliance with key vendors: • integrate tracking API into the vendor such as Oracle, Peoplesoft, IBM,SAP, Harbinger. – By late 2000: 6 OnLine Tools • Allow the customers to link their own customers • Others functions (Exhibit 3)