How To Involve Project Stakeholders, an Unexpected Source of Success

In the dynamic world of Ecommerce, success often hinges on effectively managing and involving project stakeholders. This concept was vividly demonstrated in an episode of 10-Minute Ecom podcast that I recorded recently featuring Meagan Wilson, Ecommerce Manager at Alaska Commercial Company. Her experience in developing a mobile shopping app for her customers in rural Alaska (there’s rural, and there’s Alaska rural) offers valuable insights into stakeholder engagement, a key element in any project’s success.

Understanding the Stakeholder Landscape

In any Ecommerce project, stakeholders can range from internal teams like operations, merchandising, finance, and marketing. Each group has unique perspectives and contributions. Meagan’s approach to her work in Alaska illustrates the importance of identifying and understanding these diverse stakeholder groups. For her project, store managers and fulfillment partners were crucial stakeholders. Their insights and cooperation were vital for the successful deployment of the mobile app.

Building Relationships and Trust

The foundation of successful stakeholder engagement lies in building trust and fostering strong relationships. Meagan’s strategy of visiting stores and speaking with store managers was instrumental. I can’t emphasize this enough! For any of my Ecom colleagues that works in an organization with stores — spend time in the stores! The amount of learning in a few hours will far surpass what you learn at your desk or in most meetings.

This hands-on approach enabled her to gain firsthand understanding of their processes and challenges, thereby tailoring the app to meet their specific needs.

Key Strategies:

1. Direct Interaction: By visiting stores and directly engaging with the staff, Meagan gathered valuable insights. This approach can be replicated in various Ecommerce contexts to understand ground realities.
2. Feedback Mechanism: Establishing a robust feedback loop ensures continuous improvement and adaptation to stakeholder needs.
3. Customized Training and Support: Providing tailored training and support facilitates smoother transitions to new systems or processes.

Leveraging Technology for Efficiency

Incorporating technology to streamline processes was another critical aspect. Meagan’s team used tablets for order processing, blending digital and traditional methods. This highlights the importance of selecting appropriate technological solutions that align with stakeholders’ capabilities and needs. Some Alaska Commercial Company stores, and customers, still prefer a paper-based or phone-based process, respectively. Technology solutions don’t have to be highly disruptive.

Implementation Tips:

1. Choose User-friendly Technology: Opt for solutions that are easy to use and understand by all stakeholders.
2. Gradual Transition: Transitioning from traditional to digital methods should be gradual and considerate of stakeholders’ comfort with technology.
3. Ongoing Support and Training: Continuous support and training are key to successful technology adoption.

Measuring Success and Gathering Feedback

Meagan’s story underscores the value of measuring success through stakeholder feedback. This continuous evaluation helps in understanding the impact of the project and making necessary adjustments.

Measuring Tools:

1. Surveys and Interviews: Regular surveys and interviews with stakeholders can provide insights into the effectiveness of the project.
2. Performance Metrics: Tracking key performance indicators (KPIs) relevant to stakeholders, like order volume and customer satisfaction, is crucial.
3. Feedback Platforms: Incorporating platforms within the app or system for immediate feedback can lead to quick resolutions and improvements.

Summary and Key Takeaways

Involving project stakeholders is not just a necessity but a significant opportunity for success in Ecommerce projects. Building relationships, understanding their needs, leveraging technology, and measuring success through their lens are key components of this approach. By adopting these strategies, Ecommerce leaders can ensure project success that resonates with all stakeholders involved.

• Direct Engagement: Vital for understanding and meeting stakeholder needs.
• Technology as an Enabler: Use technology to enhance, not replace, traditional processes. I like to say “use what works and make it better.”
• Feedback for Growth: Regular feedback is crucial for continuous improvement.
• Customized Training: Essential for smooth transitions and adoption.

In conclusion, stakeholder involvement is not just about managing expectations but actively engaging them as partners in success. This approach, as exemplified by Alaska Commercial Company’s shopping app project, can transform challenges into opportunities for growth and innovation.