Process visibility implies that business customers need to have access to order status, product information, pricing and availability. Providing visibility to products and services helps create additional demand. Consider the example of United Parcel Service (UPS) tracking system. Customers can use the internet to track air and ground parcels anytime, anywhere and anyplace. Sophisticated information systems allow shippers to call any time of the day or night and find out exactly where their packages are.

What does this trend mean for e-business? Companies must strive to build internal applications and processes that open the black box and make internal operations more transparent. Increasing visibility can have a significant impact on creating demand as well as on retaining customers.