Question: I’m an agile lead working with a traditional project manager on a hybrid project for an outside customer. Each time we all three meet, the PM brings out so many risk charts—and explains the potential pitfalls and recent statistics in such a negative way and with such an emotional tone and facial grimacing—that the customer is almost panicky when he leaves. Agile is all about embracing the potential for risk, but how can I speak to someone on my peer level about changing his behavior and message so that the customer feels appropriately informed while still confident in the team and our progress when he leaves?
Your cost, schedule and resource estimates need to be realistic. But for this practitioner, that wasn't always the case in an effort to garner sponsor and customer approval. What would you do in this situation?
Can we apply lean principles to project management itself? Here the author proposes tips and tricks to introduce lean into our practice, avoiding common waste pitfalls and presenting experiments made in the field to improve the personal productivity of the project manager.
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.
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?
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 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.
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.
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.
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.
"America had often been discovered before Columbus, but it had always been hushed up."