Bokardo has 14 reasons why Web apps fail. Among them:
They dont have an underlying business strategy of improving peoples lives.
Most business strategy is about making money. However, this is a short term goal. If you focus only on ways to make money, then youll make decisions that in the short term seem good for the balance sheet but in the long term actually work against it. Take the case of LLBean. Where everyone else is trying to get away from call centers and move all of their customer interaction to a web site, LLBean actually allows you to talk to a human being almost instantaneously. Their phone number is easily found on their web site/app. This probably does cost them a lot more than if they had some contact forms or an instant chat room, but it sure does make it quick and easy to give them money. My sister worked at LLBean for a time, and I was always impressed by the way that they empowered her to handle customers. It probably cost them money in the short term, but people remember when you make their lives easier, not harder. Many companies, unfortunately, see the Web as a way to reduce direct communication with customers, when in reality it should cause an increase in communication if youre successful.