CRM = Customers Really Matter

Rob Saxon is a Project Management Professional, Certified Information Systems Auditor and a trained Six Sigma Specialist. Rob is currently developing methods to integrate project management into previously unexplored areas of business.

In the project management industry, we constantly standardize and homogenize our offerings. These developments are great for those selling project management work because it allows them a common language to speak regarding the profession. This approach is also potentially helpful to those investing in project management, because it allows them to take comfort in the idea that PM processes are consistent and the level of quality in project management is appropriately high.

Unfortunately, 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.

Project management is a very personal business. We work directly with customers, and the services we provide to our customers both directly and indirectly often require a large investment. In short, we are a big-ticket, small-volume service provider.

In addition, our roles with customers are also constantly changing. To keep up with our customers’ needs, we need to constantly evaluate our service offerings and evolve who we are as professionals. Likewise, we need to constantly evolve our relationship with our customers. If we fail to do this, we run the risk of professional obsolescence.

Consider a case in point. Blockbuster Video used to be synonymous with a movie night. As the company stands…

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"I never thought much of the courage of a lion-tamer. Inside the cage he is at least safe from people."

- George Bernard Shaw