Elements and Performance Criteria
- Develop an electronic sales strategy.
- Develop an electronic service strategy.
- Establish impact of online service strategy on market share.
- Assess impact of service strategy on suppliers.
- Assess appropriateness of the existing product and service profile and range as part of the online service strategy.
- Determine means to acquire customers online.
- Determine means to improve retention of online customers.
- Establish revenue benefits of an online service strategy.
- Determine means to use information and communication technologies to improve customer satisfaction.
- Optimise retail web presence.
- Integrate sales and service strategies.
- Confirm customer segments.
- Determine personal preferences and needs of customers within market segment on an ongoing basis.
- Establish pricing rules for online products and services.
- Ensure web presence attracts target customers.
- Construct web presence and systems to permit customer preferences and needs to be determined in an ongoing manner.
- Build relationships with online customers.
- Analyse customer relationship management systems and models.
- Manage online relationships to retain customers.
- Manage sales and service strategies to reinforce relationships with online customers.
- Collect diagnostic data to support the delivery of services to meet customer behaviours and expectations.
- Share strategic data on customer behaviour with vendors and web designers.
- Optimise loyalty of online customers.