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A Question for the Customer: Half Empty or Half Full?

by Zaheer Ahmad Awan

Many project managers set project objectives without properly understanding customer needs, often resulting in failure. It’s your job to understand what the customer wants: a glass half full or half empty.

The Consultant's Dilemma

by Andy Jordan

Consultants and clients must work together to ensure there is as much common understanding of the problem and potential solutions as possible. How can consultants ensure they have the best solutions for their clients, especially in our very varied discipline?

The Customer Communication Conflict

by Andy Jordan

When a project is nearing delivery and there are still problems, it’s time for “that” conversation—the one where it is determined how the less-than-perfect implementation is going to be positioned to the customer and users. What’s the project manager's (and team’s) accountability here?

Implementing CRM Using Agile Approaches

by Mike Griffiths

Implementing a new customer relationship management system is typically a large undertaking for an organization. See how some agile approaches can help reduce risks, maximize value and establish early warnings for issues or impediments.

Customer Service is Customary Service

by Mike Donoghue

Although there are success stories of corporations employing superior phone, email and chat-response services to more quickly react to customer technical problems, there are situations where these solutions are impractical or do not sufficiently reach the intended audience.

Robotic Process Automation: The Future of CRM (Part 2)

by Joe Wynne

With the growing use of robotic process automation in CRM, project managers should consider the needs of these projects as they plan their professional development. To be successful at the growing number of RPA projects, there is special preparation related to stakeholder management, vendor management and more.

When CRM Met PPM

by Andy Jordan

CRM and PPM tools have a lot in common, so should organizations be looking to integrate them or treat them differently?

Delivering Project Results through Service Management

by Andy Jordan

Project management is becoming increasingly focused on benefits. Can service management make a contribution toward improving benefits performance after the project is finished?

Dealing with That One Customer

by Kenneth Darter, PMP

You know how everything seems to be going so well until that one person steps into the meeting? How do you deal with that one customer who is just never satisfied?

Taking the Next Bite

by Kenneth Darter, PMP

Projects are not completed all at once in a day or even a week—most projects are large endeavors that take months or even years. How do you take on a project like that? One bite at a time.

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.

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
by George Ball

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 management 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

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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"America had often been discovered before Columbus, but it had always been hushed up."

- Oscar Wilde