Crossing departmental boundaries with your eCommerce team

This is my 300th blog post! So much is written about the strained relationship between IT and other business departments such as Marketing or Sales. Both departments want to achieve the same goal of creating a service for the customer.  Both departments want to be predictable in their service delivery. But they define predictability differently which is the basis for Read More …

Practical advice for educating employees about your eCommerce platform

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 release management  and forget about Read More …

Customer surveys as voice of the customer

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 today. The tools make it Read More …

What web analytics really provides

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 touches on a purpose of Read More …

Rethink competitive analysis

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 alignment and at a larger Read More …