Years like a shuttle, time passes easily, we are about to end the work of the year, we need to work for this period, the annual work summary. The annual work summary will also affirm the achievements we have made in our work during the year. Have you experienced writing about e-commerce operations? In order to make it easier and more convenient for you, here is my "e-commerce operations annual job summary report template", for the convenience of subsequent reading, please bookmark this article.
E-commerce operations annual work summary report template Part 1I. On the store operation:
1. Operation points: product quality is undoubtedly invisible in the minds of consumers to establish a kind of trust, for product quality is of course the key, but also need to have a beautiful image in front of the eyes of consumers, for the page design needs to be more beautiful and generous. Need to practice good internal skills on the basis of grasping the favorable resources, more importantly, buyers are now more and more mature and rational, we should have the flow under the premise of carefully do a good job of the store's internal skills, and then introduce more high-quality traffic in a multi-channel way, thus improving the conversion rate. Tracking customer membership information, as much as possible to do customer return visits, to establish member relationship information. Build up word-of-mouth repeat customers. Do preview information notification before large-scale activities.
2. Marketing practices: overall marketing strategy: focus on the use of Taobao system to promote the way to discover the potential of hot products and vigorously promote the use of hot products to pull the overall sales, optimize the sales of all aspects of the establishment of the company's image, try to avoid the cost of customer service communication, and gradually establish a reputation. Product marketing design: products in the overall marketing to have two types, respectively, sales-driven and profit-contributing, sales-driven to consider the product purchase volume, in the product profit can be done on the margins; profit-contributing to take into account the product brand, the competition, and other factors, to ensure that the overall marketing profits. Utilizing the eighty-two principle, 80% of our traffic is brought by 20% of the pull-type products, and 80% of our sales performance is 20% of the profit-contributing products. Product marketing is divided into the cultivation period, the growth period, the maturity of the three phases, give full consideration to the utility of the herd, looking for all the promotional methods that can quickly pull the new sales heat, in different periods to achieve different values.
3. Cultivation period: contains product selection, product design and product promotion layout of three parts. Product selection is the use of data analysis, customer feedback and market search in three areas to determine the range of products, to determine the appropriate product, product photography and product description design and then released; product promotion layout is the design and implementation of the incubation period of the product promotion business, through the hot products with the website other product description promotion, through-train promotion, Taobao gangs to promote, off-site promotion and other all-round promotional methods to promote.
4. Growth period: refers to the product sales stability and the use of customer search and through-train can naturally lead to sales, this period of time the main work is to consolidate the promotion of the product, and the impact of Taobao popularity of the search of the top ten.
5. Maturity: refers to the product is in the top five sales of similar products, search in the first five can be seen through the search of the natural flow can be stabilized product sales, the main work of this period is to change to the next set of hot products through the collocation and description of the product promotion to stimulate sales. Improve the product linkage, enhance the price per customer.
6. customer maintenance strategy: for customers subdivided into steel wire customers and general customers, steel wire customers to be through the QQ group or Want Groups and other tightly bound, so that they become the first batch of new products we buy to promote the promoter and word-of-mouth promoter, the general customer through regular mail or SMS marketing, attracting customers to the second consumption. (need customer service personnel to complete)
7. product price marketing strategy: try not to price war marketing, discount offers for old customers can use the VIP system, price fairness for all, the mall normal sales minimum discount is not less than 70% off (Amoy gold, except for the double 11 promotions)
store decoration, the first to solve the internal visual design first, the page design is quite important, it should be Give consumers a clear and concise page design effect, and then give padded promotional techniques to enhance visibility in a short period of time, increase the collection, and improve the conversion rate.
II. Participation in group-buying network:
Can only consider participating in the cooperation of various group-buying network, focusing on the target for the LaShou network, WoWoTuan, the United States and other major group-buying site, about the group-buying cooperation products should be based on the factory's substantial inventory needs to be arranged with the store, through the previous period of data to estimate the supply of inventory. More kind of company information stock, in order to cope with the information requirements of each group-buying website, and group-buying website to establish a relationship with the inclusion of personnel, long-term cooperation. In case of sufficient stock, we can consider participating in group buying. Part of the small group-buying site may be due to the lack of popularity of the sales is very unsatisfactory, you can continue to maintain the relationship, in order to prepare for the later continuity of cooperation, bearing in mind that the business is profit-oriented, selling is the king. I don't want to ignore any opportunity to expand, even if the sales volume is very small.
III. About the product and inventory issues:
Inventory dedicated to online sales: In general, a regular store roughly 50 products to fill the entire store. Taking into account their own inventory pressure factors, we can compress to 40-45 styles, (later on customer maintenance settings store VIP need 50 products to set up) part of the styles can not have inventory, according to the law of two or eight, the need to locate the selection of two styles as the main style, usually inventory should ensure that the control in the spot 30-50 or more, to avoid complaints from guests and so on. Later preparations for the event and other factors we re-estimate the actual number of inventory needed to prepare for the factory order production, the event must be decided within a week before. More factors should be taken into consideration for products such as credit rushes. Consider whether to press the goods so as not to aggravate the pressure on the factory. If the main style needs to be enrolled in the group purchase network, it should be included in the group purchase pre-sale out of the number of considerations.
IV. Staffing arrangements:
Staffing needs to be artwork and customer service in the early stages of the other two important jobs, the lack of personnel need to establish a flexible team. Basic stabilization can be considered after the recruitment of promotion specialists to assist in store promotion.
Customer service: the lack of personnel in the early stages of a single customer service task is relatively heavy, part of the task will be given to help the operation, the work is as follows: 1. Need to complete the regular customer information in a good attitude to respond to guide the guests to complete the order to sell the guests to receive the goods from time to time to visit the customer's return visit to guide the secondary sales or sharing and other work. Firmly do a good job call must respond, there is a need to help. 2. About the forum posting and other parts of the customer service need to be completed after the free time to ensure that the daily hair more than 2, the content of the forum needs to be a high degree of attention to the content, as well as the Want Group, QQ group customer service relationship maintenance, auxiliary store publicity and promotion. 3. Responsible for the daily order printing and auditing, such as the work of the distribution of goods. After the increase in personnel to implement the shift system.
Artworker: Mainly responsible for the visual effect of the store, to store the weight of the optimization page, with promotional improvements throughout the store to improve access to the depth of the baby's details to improve the overall conversion rate of the store. Product photography needs to be completed independently of the artisan, can be done while learning. During the event to assist the daily delivery of packages packaged to complete.
Operation: mainly responsible for the overall planning, marketing, promotion, customer relationship management and other systematic operational work daily revision planning, shelves, promotion, sales, after-sales service and other operational and management work to collect market and industry information, to provide an effective response to the program to develop a sales plan, lead the team to complete the sales performance targets, to resolve customer disputes. Maintain activity resources and group-buying network relationship. Arrange the preparation and planning of activities.
Promotion: the first temporary by the operation is responsible for the completion of the late personnel to re-arrangement.
V. Store activity arrangements:
Tracking major activities, such as: double 12, Amoy gold, daily specials, and other holiday activities such as details need to refer to the Taobao activity arrangements.
Six. Overall goal:
The first month, the main push models need to determine the lower price of the introduction of traffic, good customer service, and strive for high ratings, through-train promotion, up to a certain number of sales required to participate in the Amoy gold activities, the use of Amoy gold to enhance the store's brand awareness, to establish a good customer impression, focus on creating a single explosive models to drive the other products in the store, the design of the store activities on a regular basis for the diversion of the role, such as: a dollar shot, full of **. Such as: a dollar shot, full * minus *, full * + 1 yuan for purchase, store VIP, single product shipping, annual shipping card, and other cumulative popularity activities. Regularly participate in certain paid promotions: Diamond Booth, Taobao, Super MacBar, Ali Mom promotion, gang advertising space (through train long-term fixed promotion) and so on. With special techniques to attract traffic but can not do high inflated prices, and then low discount sales, part of the single product discount is not less than 70% off, in addition to large promotions and other Taobao large-scale activities. no less than 30 pieces of orders per day after February. After the double 12 activities through a variety of optimization as well as diversion role target is set at more than 50 single per day! Ultimate goal daily single 200! Long-term optimization of old customers. At the same time to ensure that the positive feedback rate of 98.5% or more, in accordance with the conversion of 2% of the target to calculate the number of progress for the UV 10,000 people! The plan is perfect but the implementation is important!
e-commerce operation annual summary report template Part 2Light like an arrow, the sun and the moon like a shuttle, two months of time and has quietly passed. In these sixty days, due to the help of leaders and colleagues, I successfully completed my own work. Thinking back to the work of these two months, during which there are a lot of touching, there are a lot of things worth my memory and collection. Here I am very grateful to the company to give me this opportunity to exercise themselves. Also in the future, in order to better complete the work, live up to the leadership and colleagues of my high expectations, for the future work to do a better pavement, adhere to the seriousness of professionalism, to avoid mistakes. I will nearly two months of work is summarized as follows:
On the telemarketing supervisor has been two months of time, in this period of time inside the learned a lot, but also let me understand, to do a qualified and excellent supervisor is the most important thing is the need to have a professional business skills and project control as well as macro-integration ability.
As a supervisor of the project contact is mainly Dun & Bradstreet related projects, but the role is not the same, so the face of things and responsibilities are not the same. From July since the beginning of contact with Dun & Bradstreet's project, already do not remember how many times in the early morning after work, in the face of customer skepticism, in the face of heavy test, undoubtedly for us is a huge challenge. But we did not give up, we insisted, to recall today that is not a painful experience, that is indeed one of the greatest wealth of my life. Because I learned a lot of things I could not learn before, I accepted the challenge of high standards, the later project I will have a lot of experience to practice. So with the D&B hp project, I myself went through two stages, the transition from supervisor to director, from the initial 10-member team to the later 90-member team, from the initial individual personnel control to the later team progress control, I realized the role of the transition, but also experienced many times of the test. Finally, the project was successfully completed with a total revenue of four hundred and seventy thousand dollars!
e-commerce operations annual summary report template Part 3Along with that is Dun & Bradstreet's other small projects, the time is very short, but the difficulty is increasing step by step, and step by step, like the example of mining transformation, is no longer a single data cleansing, either on our seat, supervisor or, including the supervisor, ushered in yet another challenge, the transition! First of all, from oxford, infor, kcc, and later on medical devices, we are transforming step by step, from the initial data cleaning skills, we have to start exercising the sitter's tactical skills. And for me, apart from schedule and time management of projects, I had to analyze the distribution of data and maximize the use of resources. Going in from oxfor and infor, although we eventually completed the client's requirements satisfactorily, our own capacity enhancement was not yet up to the mark. But we from these small projects, summed up the control of the project also need to pay attention to the analysis of data, and constant communication with the customer, together with the collaboration of the project will be done, which ushered in the success of the kcc and medical device projects, and ultimately with the total project revenue ---- completed the project task.
On the ability to do project control, from the Dun & Bradstreet project, I have accumulated and precipitated a lot of experience. To lead an efficient team with combat ability, first of all, we need to strictly require ourselves to have a sense of time, and thus good . Manage the team's time. The goal is clear and detailed to every hour and every minute, the team time management, so that our final goal can be accomplished. Second is the data analysis, accurate analysis of data, and control of data to maximize the use of data is the key to project success, timely attention to the distribution of data is a good project for us to arrange the direction of the steering wheel of the staff. Once again is the enhancement of our personnel skills, we need to be familiar with the skills of the current staff, each person's characteristics and analysis, the right person to the right project, so as to create the greatest value.
e-commerce operations annual summary report template Part 4Seriously think back to this year, what I did in the end, and what I got it, how do I have to do today, in order to recall the past, will not be because of the wasted years and regret; will not be because of the bungling and shame, based on the above issues, I summarize the plan according to the last year, the things to do now to sort out and according to the actual detailed modification of the future plan. The actual detailed modification of the future plan as well as the direction.
I remember last year, I wrote a summary of the work, mentioned this year's plan, one is to familiarize themselves with the product; the second is to do a good job of after-sales maintenance; the third is to study the psychology of the customer; but this year, I did what, for familiar with the product, so far, although there are a lot of details are not very clear, but with the understanding of the customer's counseling is enough, of course, some of the new knowledge need to continue to study; for the customer's maintenance of the after-sales service; the customer's after-sales service is not clear. ; for customers to maintain after-sales service, service also did 80%; and the last one I really did not do well in the sales process, did not grasp the real needs of customers, in addition, I found that I was too kind, not decisive enough, some things I know, but I did not go to do what the customer wants, there is uncertainty about the information I did not have to persuade in a timely manner, resulting in some missed opportunities, the sales staff as a salesperson, this is not clear. As a salesperson, this, have to reflect, have to learn.
Next month to do after-sales, the leader said, the performance of the bottom of the first to do after-sales, to be honest, I'm very reluctant, but those who know as well as those who are good, as good as those who are not as happy, no matter how the position changes, I will not let myself be unhappy, no matter how the changes are for me is a kind of exercise, or after-sales is a very good transformation, before I do pre-sales want to do, but did not have time to do things, to do after-sales, but not to do things, but to do after-sales. Time to do things, do after-sales, I can fully according to their own ideas to do, I hate the unchanging process, and do not like to tacitly adhere to the rules of the way, and after-sales I intend to do so first:
First, on the return of goods, the process is too complex, the time is too slow, I think that the cardinal point is the return of the product is damaged as well as the warehouse management in the handling of the product because of product problems maintenance or storage and so on, thus causing delays. caused by delays, for which I want to simplify this process, when the goods returned, the first check the product, if there is a problem, directly to the maintenance, give timely solutions, and the warehouse point of storage and then submit the so-called return and exchange of goods is too much trouble, so I want to warehouse by the after-sales to go to the point of goods and return and exchange of goods directly back to the warehouse management, behind the back can be very quickly handed over to the financial processing, so as to avoid the warehouse management is sometimes busier delivery, too late to The point of storage, thus causing delays.
Second, on the after-sales call, the provisions of this time is 80%, to be honest, a little more, but to do, how to do, the initial idea is to call before the query customer is not online, if online, then go through Want to visit, if the customer is not online, before going to the phone to visit, so that there are two benefits, one is if there is a problem, Want to have a record of the chat can be checked, and according to Want to Avoid the things that can not be said, the second, to save the phone bill, and, there is an important issue, is to call the customer, generally 9:00 to 11:30, 14:00 to 17:00 in the afternoon for the best, and in between, after-sales guide single single review is mainly completed in the afternoon, so the time can be said that only in the morning you can call in this case may call back to visit will not be done very well! I'm not sure if I'm going to be able to do that. But still first efforts, summarize and then propose a change program.
Third, logistics tracking, if there is a transfer order occurs, it is sent to the customer by the after-sales direct query, although the after-sales are not involved in pre-sales work, but if it is said that the transfer to the pre-sales, and then transferred to the customer, so that more than one step, I think it is not necessary to hope that the later can be adopted.
Fourth, invoicing matters, according to the regulations, every day after 3:00 pm invoices issued on another day, in order to put an end to the so-called special, as long as the invoice application will be sent to the financial before 4:00, depending on 15:00, I think a little bit early, but how to do it, according to the time 3:00 pm invoices before the single, at the latest, 3:30 recording, the remaining 30 minutes to open the bill of lading as well as the invoice application, the time I think there is a fight for time. Time I think there is a fight for time, but now have not come up with a better program than the previously proposed
On the after-sales problems found in a timely manner, summarized in a timely manner. In addition, say I see the problem and feelings, do customer service, although it is important to do their jobs, but about the work done by colleagues related to the store is always so mysterious, let's say, if the store has activities, as a former customer service I am as surprised as the customer on the activities, and the store why this activity, what is the purpose of what you want to achieve what kind of goal, the customer service is expected to achieve what kind of performance, through this activity, the customer service is expected to achieve a good result. What kind of performance, through this activity on the post what benefits, or what can be learned, do not always to the end of the activity to take the performance to illustrate or explain all the problems, B store mentioned the promotion of locks, when it is expected to be profitable, how to promote it, or customer service needs to understand the product, there will be no other it, for example, the popularity of the current home furnishing style, a lock, on the so A long time, but the number of people who bought it is how many, this lock why customers ask for less, and the C store is also so, we do things every day, although the commission is very concerned, but we will have their own ideas, want to know if they do this job is not really suitable, or that this job is worth it is not worth it to me to fight for, the store's long-term intentions I know, but what kind of short-term results want to achieve or are in the do! What kind of preparation, but always so mysterious. I do not want to be a no idea but always obey the instructions of the executor, I do things, I think why I want to do, how to do, there is no goal, that's all.
For next year's work I want to do the following:
First, turn to do pre-sales, pre-sales. After-sales work is also exercise, but do a month is enough to improve the problems found when doing pre-sales as well as summarize do after-sales unexpected things to deal with, build good interpersonal relationships, learn communication skills and adjust the mentality.
Second, the old and know the new, update the knowledge learned in school, especially the ASP code and the database, learning to produce the completion of the store can be related to product sales or daily summaries can be saved through the database, but also through the production of web pages to fill in the information I want to store, this is more intuitive, improve efficiency and enhance the fun of the work in this regard, in three months to complete the first draft, the later according to the actual situation. In this regard, in three months to complete the first draft, the later according to the actual situation to improve.
Third, learning store promotion and operation, although this is not related to my job, but I will make sure that I do not affect the work of the case to learn, and next year I want to do a comprehensive understanding of this operation, so as to summarize the methods suitable for the actual situation.
The above is the idea of my plan, although some of the ideas and some of the goals will be with my current position or work does not match, but I know what I want to do, how to reach, from my choice of e-commerce as an industry, I would like to think of how to do, and good plan, there have been setbacks in the middle of the disappointment, which delayed the completion of the time that I was scheduled, even today, I do not want to say that my goal is to do, but I do not want to say that my goal is to do, but I do not want to say that my goal is to do. , I don't want to say what my goal is, because I didn't do it, the ideal is like money in the pocket, the louder the clap the more that worthless coin. The above is a summary of my work in 20__ years, only personal ideas, feel bad can be discarded, but my ideal or one step at a time to achieve, perhaps I ended up with nothing, but at least know what I tried to do.
e-commerce operations annual summary report template Part 5Light and shade, the sun and the moon like a shuttle, out of the ivory tower soon after I came to xx software company to work in this big family has been 2 months, my life began a new course. I just graduated from school, I entered the Yingteng software company such a good tradition and thriving first-class high-tech companies, and served as a professional relative to their own learning mouth Taobao operation positions, I feel very lucky and proud. In these two months I integrated into the department operations team, basically completed their positions on the various duties, the following is I will be on the two months of their own work profile, thoughts to do the following summary.