Did you ever wonder why some organizations always out perform the rest, even in a down market. They guard their secret but we are going to spread the word. It takes some work to set the eCommerce program on the right track, but once there it is smooth sailing.
A.) Philosophy - Your first step is to get all hands online. Gather input from the founder to the janitor and memorialize the strategies (strategic, tactical, and technical) to develop your road map. Make sure you clearly understand and get buy in and consensus from management. Memorialize your vision in a transparent, simple and clear statement.
B.) People - Next establish guidelines which include training, job descriptions, and compensation plans on all those that will touch your eCommerce program. Make sure that you take into account all aspects of employee skill and communication development, without this the program may succeed initially but as personnel change you will have issues.
C.) Process - The final step is usually the one every one focuses the most attention but, without understanding the philosophy/vision and having the right human resource plan in place even the best process will fail. Your business handling should include a thoughtful plan that includes lead development, response, and follow up.