Hello Ecommerce Folks,
Underpinning all ecommerce businesses is a set of smooth-running, well-thought-through operations that help achieve your business goals. These operations include standard teams youâd expect in all businesses, like a sales team, a marketing team, and a customer services team, as well as digital-only requirements, like an IT and web development support team.
In this article, youâll learn how to boost all of these teams, contributing to net efficiency across your business, and boosting your profits from your ecommerce business as a result.
Weâll start with sales, as itâs one of those operations thatâs distinctly different when youâre selling in the online marketplace. In traditional sales roles, individuals would speak face to face with a customer, attempting to persuade them that the product or service on offer is worth their investment. But that face-to-face interaction drops away when youâre selling online, so your sales team needs to be composed of different skills that are better suited to online selling.
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So, what skills do Ecommerce salespeople need to make your profits rise? Well, you should consider looking for talent that:
Make sure that youâre keeping an eye on the performance and productivity of your sales team in order to draw the best ROI from their hard work and creativity.
A field of work usually fairly divorced from the sales team, in eCommerce the marketing team tends to work closer with salespeople, sharing resources and building strategies that intertwine and interrelate. Put simply, though, the sales team is generally in charge of the content and nudges on your website, while the marketing team deals with external advertising. Both contribute to your net sales, which contributes to your profits.
When considering how to improve your marketing team, you should focus on what it is thatâs holding them back from working productively. Once you examine your team with this perspective, youâll see that information and resource sharing takes up hours upon hours each week. With a brand asset management system in place you can centralize all of your marketing and sales material â allowing all staff to access it without chasing for content. Learn more about digital asset management online, to find the solution that suits your business.
Now weâre looking more towards the nuts and bolts of your business. Any eCommerce business relies heavily on their IT infrastructure in order to maintain sales and boost growth. Itâs online that youâre selling your products or services, and itâs in the digital realm that your sales go through, and your customer information is saved and stored safely for delivery and data management. You need a team thatâs qualified and responsible enough to handle this data effectively over time.
But to really push your digital team to the next level, you should provide them with a number of different tasks and projects to work on. Those with skills in the digital realm are incredibly useful for eCommerce businesses, and not just in web development. They can also:
All of these benefits can be drawn from a well-motivated IT team in order to get the very best quality and quantity of work from them at all times.
Next up are the customer service team â one of your most valuable assets when trading in the online space. While consumers are clearly excited to be spending online, theyâre less keen on the lack of customer service that often goes with ecommerce businesses. As such, providing excellent customer service is one way to differentiate yourself in a busy marketplace, and encourage people to return to your store in the knowledge that theyâll be treated well if they have any queries.
You can, of course, set up your customer services team to be part-automated â with chatbots and other technological tools to help you answer FAQs. Meanwhile, you should always maintain some quality customer service administrators, who are able to see where youâre losing sales, where youâre making customers upset or angry, and how you can remove friction and fretting from the entire process â leaving customers happy and fulfilled from their journey with your brand.
Finally, thereâs a central team in which youâre likely to make most of the important decisions as a company â and thatâs in your planning and financial teams. These often overlap with executive positions, which means that in this team, youâre looking at your founder, your CEO, and your CFO. Sometimes, in ecommerce, those roles are filled by just one person. But itâs important when youâre planning your business outcomes and expectations, that you have at least one other perspective to help challenge you and your positions.
To make this team more effective, you should look first to the data that youâre fed, and that youâre basing your decisions off. Is it the most up-to-date data? Are you able to convert it into more insights, or make it more granular in order to see whatâs hidden between the lines?
Bear in mind that data can help you:
If youâre fed the right data by your software, and by your administration and IT teams, youâll be able to make informed and enlightened decisions to guide your eCommerce businesses to new heights in 2022.
Use these tips to take a thorough overview of your entire eCommerce team, ensuring that youâre operating efficiently and effectively in all that you do.
Happy Reading?
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