Comments on: Defining an eCommerce Operation – Solution Ownership

By: Bob Williams

Bob Williams — Wed, 28 Mar 2012 21:31:00 +0000

Thanks for the kind words Max.

I didn’t list customer support for a couple of reasons:

1. Customer support serves multiple channels within an organization. They could serve digital/eCommerce, phone, mail, in-store, etc. (whatever channels the organization has) So usually they are functionally aligned outside of the eCommerce organization.

2. Most of my eCommerce organization framework focuses on building solutions and the customer support area is mainly concerned with maintenance.

But it’s certainly important to have linkage between the eCommerce group and customer support. Here’s a recent article where I discuss on the communication areas between the two groups. http://merchantstand.com/2012/02/practical-advice-for-educating-employees-about-your-ecommerce-platform/

Regards,

Bob

By: Max Guerra

Max Guerra — Wed, 28 Mar 2012 15:13:00 +0000

Bob,

Your series of articles on Defining an eCommerce Operation is superb. I just entered a company as a VP in eCommerce and I found the information very useful. Thank you for sharing your knowledge.After reading all your posts and analyzing your organizational chart, I found missing the area of Customer Support. Where do you fit this important area in your chart?. Should this area has its own leg in the chart?. I would love to hear your input on how Customer Support fits in your Defining an eCommerce Operations series.

Thanks,

Max Guerra
Buenos Aires, Argentina.

By: Bob Williams

Bob Williams — Fri, 16 Dec 2011 01:24:42 +0000

Thanks for the kind words Amit.

By: Amit Shrivastav

Amit Shrivastav — Sun, 11 Dec 2011 17:03:00 +0000

One of the very few good websites on relationship of eCommerce and Product Management. Thank You!

By: Omar Tefo

Omar Tefo — Sat, 16 Jul 2011 10:03:00 +0000

Your website is a truly Unique with the information’s available about eCommerce.. I have spent 3 days reading you bogs and i really cant denies the much of understands i have obtained reading this.. Thnx thanx

O Farah
Ecom. Operation sp.

By: Defining an eCommerce Operation – Content Management | The Merchant Stand from Bob Williams

Thu, 28 Oct 2010 00:46:38 +0000

[...] series about defining components of an eCommerce organization. The first post explored elements of solution ownership. Today I’ll look at the area of content management. An important aspect of any eCommerce site is [...]

By: Defining an eCommerce Operation – Release Management | The Merchant Stand from Bob Williams

Thu, 28 Oct 2010 00:35:39 +0000

[...] of an eCommerce Operation. Previously, I’ve written about management in the areas of solution ownership, content management, product management, demand management and metrics management. In this post [...]