While industry experts agree that not all the ideal benefits can be harvested by a typical CRM solution, organizations should at least target an implementation that sets the foundation for enhancing the customer satisfaction for their products and services in the long haul. So what makes a better CRM implementation?
What happens when the consultant falls short of their billing as an industry expert? Here is a humorous look at some of the consultant characters that you may have encountered--and survival tips for dealing with them.
There are some excellent benefits to working directly with customers, but there are pressures that you need to be aware of and actively manage if you are to be successful. Here are three examples of the types of pressure you will feel, and some advice for navigating through them. If you are considering working for as a consulting or professional services project manager, read on.
As a consultant project manager, it is more important than ever that you differentiate yourself from your competition--both internal and external project managers. The No. 1 way to differentiate is through reputation. Keep these three core principles in mind as you try to take advantage of the abundance of opportunity out there.
Customer-facing project teams are the face of the organization, and that has to mean something. We need to help project teams understand the ground rules that they are operating within--and what is expected of them.
How you go about shopping for a consultant is critical. Most companies do it poorly rather than doing it well. This makes the entire process more frustrating, time consuming and expensive for all parties, consultants and customers alike. In the hope that some of this frustration can be minimized, we present an insider's guide to shopping for a consultant.
Some of the most frustrated project managers work in environments where they are exposed to an organization’s external customers. External PMs have to deal with very varied project execution environments, so how do they still ensure success?
Does a project manager responsible for client-facing initiatives need a different set of skills from other PMs? And if so, what are those differences? What makes a good professional services project manager?
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.
Effective CRM project delivery takes an IT workforce that has a mindset focused on goals and priorities that may differ from the traditional product or corporate focus. The training topics listed here will enable you to more quickly prepare your workforce.
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.
"Substitute 'damn' every time you're inclined to write 'very'; your editor will delete it and the writing will be just as it should be."