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Ian MacDonald, vice president and general manager at CenturyNovelty.com, will detail at the Internet Retailer Conference how the party supplies e-retailer uses its order management system to drive repeat business.
Order management may not be glamorous, but it is the key to party supplies e-retailer Century Novelty’s repeat business, says Ian MacDonald, the company’s vice president and general manager.
MacDonald will share how Century Novelty keeps data flowing from its web site to its fulfillment processes at the Internet Retailer Conference & Exhibition 2010, in a session entitled An orderly approach to order management.
“You may have the best product line in the world, supported by the most effective advertising and marketing known to man, but if you can’t efficiently and accurately pick, pack and ship an order, your customers will never return,” he says. “Order management execution is the most important part of your company and your customer has no idea what it is.”
To help conference attendees improve their own operations, MacDonald will discuss how retailers can analyze their order management requirements, and outline how to choose and implement an order management system.
Why the editors asked Ian MacDonald to speak:
Ian MacDonald has a unique perspective on customers’ orders. He has played a key role in transforming a 60-year-old company from a bricks-and-mortar store to a web-only retailer. He started as a part-time cashier 10 years ago and today is responsible for managing day-to-day operations and strategic initiatives of CenturyNovelty.com, including advertising, marketing, operations, fulfillment and customer service.