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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 the people who provide operational support.
The work to keep the help desk and call center in the know is not difficult, but it does require periodic and intentionally focused effort. There are a few things I’ve learned over the years to help keep the front line up-to-date.
1. Make …Continue reading >>
This is about IT and Business alignment. I’m fortunate enough to have worked in two different functional areas of a business: IT and Marketing. I can say with 100% confidence that business owners and stakeholders of software releases should be more concerned and involved in the IT release management process. The typical release process covers areas such as requirements specification, feature prioritization, business case modeling, and go-live deployment communication. It’s a set of tasks intended to oversee the requirements, development, testing, and deployment of software releases. Sounds very IT, but it should be a shared business process.
Release management is about adding value. Release Management is also about how IT …Continue reading >>
The work of eCommerce deployments doesn’t end with go-live sign-off. If you work with eCommerce platforms then you know the happiness of after go-live deployments. The actual events of go-live deployments can be an adventure when unplanned events ‘happen’. But the work doesn’t end with the final sign-off and completion of the deployment plan.
There are a series of tasks after deployment. One important step is to gather information from listening posts such as voice of customer collection areas. The success of the deployment is really based on how the customers use the system. Unwritten and unspoken voice of customer responses are visible by monitoring the key metrics of the …Continue reading >>
UPDATE 10/27/10 – I posted a mind map of my eCommerce Operation on mindmeister that replaces the original map contained in this post. This includes the latest updates to my organizational thoughts on an eCommerce team.
This is my seventh and final post in the series on the topic of defining an eCommerce operation. Certainly I’ve not covered every detail or function of an eCommerce grouped tasked with operations,
An eCommerce Operation Team Structure
maintenance, and new growth. However, this and the previous posts provide a baseline of the most important functions needed in an eCommerce model and provide guidance on the eCommerce team structure.
The area tasked with …Continue reading >>
UPDATE 10/27/10 – I posted a mind map of my eCommerce Operation on mindmeister that replaces the original map contained in this post. This includes the latest updates to my organizational thoughts on an eCommerce team.
This is my sixth post on the defining elements 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 I’ll explore elements related to release management activities.
Release management provides for the justification, prioritization, and specification of software that comprises your eCommerce portfolio. Certainly software development is a discipline unto itself, but these elements cover the basic disciplines and functions of the …Continue reading >>
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