What Do You Expect?

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

Technology is cool. What was once an interest shard by a relatively small number of people has in more recent years become integrated and adopted by a large segment of society. Because it has become so widely embraced, we have a more educated population that is looking for a variety of devices, services and options within each--all designed to meet their individual needs.

Organization-level customers are not very different. Many seek customization options and special treatment similar to “person on the street” consumers--just on a larger scale and, justifiably, with more concerns. There is a need to comprehend the anticipation that these customers have and manage it effectively so that the possibility of fluctuating expectations is expertly addressed.

These expectations make it a necessity for project teams and leadership to be knowledgeable with respect to the marketplace for their organization. This means also having an eye on their particular product and service portfolio strengths (along with how they compare with those of their competitors), as well as detailed supplier and customer information. Having an integrated understanding of customer and business needs, command of technical and technology components, strong communication abilities and a tight grip on the ramifications of change are critical.

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