First, ROI requires that all costs and benefits be stated in dollars. Because it is usually easier to quantify costs than benefits, ROI measurements can be biased in a way that gives undue weight to costs. Second, ROI focuses on benefits that can be predicted many electronic commerce initiatives were not foreseen by their planners. The benefits developed after the initiatives were in place. For example, Cisco Systems created online customer to allow customers to discuss product issues with each other. The forums satisfaction regarding the availability of product information. In addition, the forums turned out to be a great way for Cisco engineers to get feedback from customers on new products that they were developing. This second use was not foreseen by the project’s planners and has become the most important and beneficial outcome of the customer forums. An ROI analysis would have missed this benefit completely.