Rigor in process around project management is not enough to stay professionally relevant. In fact, the nature of our work is such that process may not need to be our primary focus. One PM shares how certain situations can inform us about when process should be emphasized and when relationships should matter more.
CRM tools can offer tremendous insight into your customer base and their needs. Are you leveraging that information? For most organizations, there’s a better approach than the status quo--and the information is already at your fingertips.
You may think that a project manager’s ability to influence CRM is minimal, particularly on projects that are not customer facing. Think again. Recent studies link employee engagement to customer satisfaction and profitability.
As project managers, we sometimes forget that the way that our projects are executed is not always clear to our customers. Making sure that the customer understands the different approaches is critical.
A client project is a disaster, and they want to cancel the project. Would you be willing to step in as project manager? Can you help rescue the project and rebuild the fragile client relationship? Employ crisis skills to find success.
For customer-facing organizations, customer relationship management is more than just a sales tool, it’s project initiation manifested. Here, we look at how organizations can better integrate their sales and delivery processes to the benefit of both sides of the business as well as the customer.
It appears that not much has changed in regard to customer relationship management success. Despite the advances in data analytics, predictive modeling and Big Data mining, the harsh reality is that the drivers of CRM have essentially remained unchanged. As we approach the halfway mark of the new millennium’s second decade, isn’t it time to rethink CRM?
How you manage your customer’s expectations will to a great extent determine the relationship you have with them. There are many different methods and ideas on how to manage customer expectations. Which one will you choose?
We often focus on stakeholder management from the viewpoint of the consultant or internal IT staff. What if you're an outsourced supplier in another country? How does customer and stakeholder management differ?
When we are building a development team, it’s important to have a balance between all of the different elements. How do you balance the need for cost effectiveness with the need to build an experienced team?
Everyone gets a difficult customer every now and then. The project manager must learn to deal with them while getting the job done at the same time. Having a planned approach ready can help create a positive outcome.
Putting together a whole new customer service model (CSM) is a challenge, particularly if you do it in less than a month. This sample report in Word is an in-depth analysis of a business problem re: customer service/helpdesk and a detailed set of recommendations and plan for how to reengineer the business to improve customer service operations.
Are your customers getting the service they want from your Call Center? Do you need to implement a Customer Relationship Management (CRM) package to improve Call Center service? Use this Microsoft Project plan to assess the fit of a CRM package into your business.
Code is a developer's signature on a software project, and not all developers play by the rules of good coding standards. Ensure that your development team leaves a coding legacy that not only implements the application at hand but can be understood by others and maintained during future development cycles.
Are you about to select a commercial Relationship Management application? State exactly what you need. This thoroughly constructed sample RFI to solicit application package information from vendors will save you hours of work. Modify it to suit your requirements.
This thorough and detailed assessment is a series of five checklists designed to guide you through the entire project lifecycle from start to finish: planning, analysis, design, construction and implementation.