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1. This chapter presents the results of our research
   into e-commerce applications. It describes the
   methods that executives are actually using to
   determine the costs and benefits of
   e-commerce applications
2. It presents case studies of some of the most
   successful e-commerce applications, including
   Cisco System's Cisco Connection Online. Based on
   these case studies, the chapter presents ten
   principles that characterize the most
   successful e-commerce applications.