Title Retail and E-Commerce: CRM, service and controlling
Project Number D/01/B/F/PP-112 548
Project Type Pilot Project, project with multiplying effect (2000-2006)
New computer and communications technologies, particularly those related to e-commerce, are providing small and middle-sized reta...
New computer and communications technologies, particularly those related to e-commerce, are providing small and middle-sized retail businesses with the unique opportunity to increase their productivity and competitiveness in retail trade. Numerous studies show, however, that while e-commerce activities have indeed increased, the retail industry has yet to take full advantage of the possibilities offered by the new sales and trade technologies.
Now that e-commerce has gained a solid foothold in retail trade, we need to go one step further. Retailers need to optimize e-commerce process flows. They need to place greater emphasis on quality control and assurance. And they need to locate unused potential and discover how to tap into it most effectively.
Our online training course is aimed at entrepreneurs, general managers and employees responsible for the implementation of e-commerce processes, especially in small and middle-sized retail businesses.
The project was implemented in three phases: analysis, development and assessment.
· In the first phase, we examined the e-commerce strategies of best-practice-businesses in all partner countries in order to determine the areas in which further education is most needed and then prepare a set of quality criteria.
· In the second phase, we and our partners developed a comprehensive suite of vocational training programs based on the open-source training platform ILIAS and including important adjunctive components such as the glossary and library.
· In the project’s third phase, our qualification concept was thoroughly tested before undergoing a final revision.
Quality management and control:
Thorough quality management in all three project phases was guaranteed by our close cooperation with experts at the University of Cologne and the University of Münster.
Sectors Information and Communication