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It’s frustrating to work on projects when the client or the customer keeps moving the target you're trying to hit--whether that be requirements, a date or even the vision for the project. How does a project manager fight this moving target and still deliver on time?
Question: We’re totally committed to agile as a methodology, and we think that is partially why we have now grown so big that we need to open a customer call center. However, my expertise is not in planning contact centers, so what is the current wisdom of how these need to function to satisfy customers?
Customer inquiries are best served by FAQ sites: online and well-written website summations of the products you offer and the way they function. Spend your money in this type of development, which is probably more comfortable for you anyway.
Most staff members are reluctant to move into customer support functions, so you will first need to make sure there are enough competent people who know about your offerings available for hire. Prepare hands-on tests to screen out those who do not already know your merchandise or service products.
Call centers are the most cost efficient way to deal with customer issues, but you should outsource this function as creating your own may be beyond the skill set you possess. Third-party providers are uniformly cheaper than an internal system.
First, determine if it’s in your organization’s best interest to create a call center or a contact center. They are two different things and have different pluses and minuses. Then consider a management style for the center based on the agile philosophy.
When the business environment demands quicker turnaround time for business needs, approaches like DevOps help organizations meet them. At the same time, it also introduces additional challenges to project managers. In this article, we discuss what DevOps are--and the additional challenges that need to be handled by PMs when they adopt them in their projects.
The project is complete when the product is delivered, but it is not successful unless the application can be used by operational units. So how do you get past the application project to a live operational environment?
Many technology project managers focus on building or improving applications. Businesses rely on reliable and high-quality applications to serve customers and maintain operations. If you are in the business of application delivery, read on to see how agile can help.
Every person in service delivery should ask themselves (and all involved) at the inception of every project: What is the definition of success for this project? It seems simple, but it is infrequently done. Here we look at five ways to manage project expectations.
What might the future look like, you ask? Here are some things to ponder as those wishing to command a greater percentage of our consumer spend are finding ways to “customize our experience" through exploiting the opportunities social media, big data analytics and mobility promise once properly integrated.
Do project managers need to understand millennials? What do they gain with that knowledge? Millennials can influence the current market, so it’s essential that innovative solutions are provided to the customer--and solutions that are personalized.