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Customer-Facing Ground Rules

by Andy Jordan

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.

The Myths of Consulting

by Kenneth Darter, PMP

What are the myths of consulting, and how do you deal with those misconceptions and prejudices about working with customers? Let's take a look at three of them...

An Insider's Guide to Shopping for Consultants

by Mark Mullaly, PMP

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.

External Pressures

by Andy Jordan

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?

The ‘Perfect’ Professional Services PM

by Andy Jordan

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?

CRM = Customers Really Matter

by Rob Saxon

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.

Driving Features through CRM

by Andy Jordan

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.

Getting Engaged to CRM

by Patti Gilchrist, PMP

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.

Train Your Workforce to Deliver CRM

by Joe Wynne

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.

Preparing the Project Brief

by Kenneth Darter, PMP

You are in a room with customers and have two minutes to explain your project. Are you ready with the project brief?

Customer Service Model Business Reengineering Project Plan

project plan

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.

Sales Productivity Checklist

checklist

Whether you are selling products and services or selling a project itself, it doesn't hurt to brush up on your sales skills.

Siebel Implementation with RAD Iterations

PREMIUM project plan

A total roll-out of Siebel, including Rapid Application Development phases, testing, training and even change management is in this comprehensive Microsoft Project plan.

CRM Assessment with Call Center Plan

PREMIUM project plan

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.

Traditional Job Competency Model

PREMIUM deliverable

Looking for a training tool that will evaluate as well as guide you? Here's an example of how to define and analyze basic job competency for a relationship mangement specialist.

Smart Training Performance Model

PREMIUM presentation

Based on Clay Carr's Smart Training concept, this PowerPoint presentation outlines the concept of performance and guides you through each step of the performance cycle.

Self-Documenting Code Checklist

checklist

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.

Requirements Traceability

deliverable

How do expectations and desires become a project? Use these worksheets to transform objectives into concrete requirements and steps that can be accounted for throughout the project.

Test Sign-Off Form

deliverable

Has your system been properly tested by phase (unit, integration, user acceptance), and do you have the formal sign-off of approval to proceed?

Sample RM Package Vendor RFI

deliverable

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.

Integration Test Plan Outline

deliverable

Here is a solid outline of a plan for testing individual development components in context with the overall system.

Quality Assurance Assessment Checklists

PREMIUM checklist

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.

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"That rainbow song's no good. Take it out."

- MGM Executive Memo after first showing of The Wizard of Oz

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