As the Internet has become a more important channel for interacting with customers and satisfying their requirements, Web-site availability and performance for online business processes have become key performance indicators (KPIs). Most CEOs are really beginning to understand the importance and impact of online systems to their business performance and corporate reputation. Furthermore, many are beginning to take a personal interest in these KPIs.

The drivers behind this growing importance are:

1. Consumers now have a higher expectation of online levels of service.
2. Displacement of back-office systems (B2C).
3. Globalization of the supply chain (B2B).

[via destinationCRM]