Government initiatives are continuously being designed to create stable and supportive environments for developing new industries. Presents a conceptual model for use by governments in creating and sustaining an appropriate climate that facilitates the national adoption of e‐business. It focuses specifically on the needs of small and medium‐sized enterprises (SMEs). Also suggests six categories of e‐business readiness metrics and measures to be used for assessing how a country is performing in terms of providing a positive e‐business readiness climate. Examples of innovative initiatives are provided from Canada, The Netherlands, Norway, and Singapore. Concludes that a balance among attention to infrastructure components has not yet been achieved in these countries.

This work provides a comprehensive customer-focused evaluation framework that businesses can use to assess their electronic customer relationship management (e-CRM) readiness. The framework is intended to provide a big picture of the overall composition of e-CRM, to facilitate gap analysis, and to support a monitoring and feedback process. Knowledge management, trust, and technology are identified as key enablers of e-CRM. Finally, we propose weighting and rating scales to aid in assessing customer relationship management readiness, and provide examples of their use.

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