There are two groups of people in your eCommerce organization that are on the front-line of dealing directly with customers each day: the help desk and the call center. Yet when we think about the software development release cycle, it’s easy to focus all of our attention on the planning, development, and testing cycles for [...]
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Using online surveys to talk to your eCommerce customers can be a rewarding as well as painful experience. Painful in the sense that customers will tell you your weaknesses or where your site falls short of their expectations. Yet isn’t that a reward as well? There are an abundance of online survey tool options available [...] If you ask eCommerce professionals what role analtyics plays in their organization you’ll undoubtedly receive many answers that concern numbers, charts, and graphs. The Wikipedia community has defined web analytics as “the measurement, collection, analysis and reporting of internet data for purposes of understanding and optimizing web usage.” This is a good definition because it [...] Solution owners have the responsibility of performing a competitive analysis for an eCommerce team. It’s the process of knowing exactly how your site compares to the competition. We define if we are ahead, behind, or on par with key features that the industry and customers require. I’ve seen projects justified in the name of competitive [...] One of my fundamental working habits is to make sure that activities and work produced from my eCommerce organization are aligned to the strategic plan of the business. I define eCommerce strategic alignment as the condition when work output supports or satisfies items listed in the annual business plan and company mission statement. Strategic alignment [...] |
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