Creating and Measuring Success in eCommerce

Optimise your eCommerce site’s performance and identify KPIs

On this final course in the Introduction to eCommerce ExpertTrack, you’ll bring everything you’ve learnt so far together.

The focus of this course will be site performance and how to develop frameworks, policies, and processes to lead your business to success.

Learn how to measure performance on your site

Once you’ve built your eCommerce site, you need to know whether it’s successful or not in order to plan and adapt for the future.

You’ll discuss what performance means and assess the key performance indicators (KPIs) that matter in eCommerce. By understanding KPIs, you can match your performance against them and act proactively to boost your success.

Explore the logistics of your eCommerce business

Having an efficient team and a solid set of processes is vital to succeeding in eCommerce. You’ll look at how to structure an effective eCommerce team, from the different roles to the responsibilities that need to be allocated.

Then, you’ll look at the logistical management and fulfilment of orders; how to structure the processes and optimise the workflow to get your products to customers in the quickest and easiest way.

Build strategies to improve your service and customer experience

The final topic on this course explores why customer service is key to success in eCommerce and how best to deliver it.

This will include managing customer enquiries, shipping policies, and delivery schedules, and how to signpost this to customers to further improve the customer experience.

This course has been designed for anyone responsible for eCommerce in their organisation. If you’re new to the role, this is a great course to develop your expertise.

It’s also a good opportunity to upgrade your skills if you’re a small business owner looking to develop the eCommerce channel in your business.

• The art of persuasion and the power of influence
• Welcome to the course
• Working with influencers
• Applying the rules of persuasion
• Weekly wrap up
• Measuring success and roles and responsibilities
• Welcome to Week 2
• Measuring performance: metrics and KPIs
• eCommerce roles and responsibilities
• Weekly wrap up
• Order fulfilment: picking, packaging, delivery and customer service
• Welcome to Week 3
• Get a competitive edge: understand the competition
• Order fulfilment: getting orders to customers
• Customer service and support
• Course wrap up