Most common challenges, Sales to PM handover

Communications Management Information Technology Scope Management

Andreas Bedecs Andreas Bedecs| Allwin Informatics Hungary

In your experience, what are the most common challenges you usually/regularly face when it comes to getting the customer expectations (after their contact with pre-sales or sales team) in sync with reality?

What ways do you find most effective to make sure everyone is on the same page to avoid unhappy customers with unrealistic expectations?

Posted: Jul 7, 2019 8:18 AM

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Thomas Walenta Global Project Economy Expert Hackenheim, Germany

Andreas,

this gap between sales and delivery has been my companion for 30 years. The gap is per design to increase sales and revenue, delivery's main task is to ensure expected profits. This is a business model that exists in many service organizations.

Some medicine:
- even on customer side pre-contract and delivery responsibility may change. So there is time window when both sides set up delivery and this is the time to build trust and come to a common understanding what will be delivered how. In the end each side wants to have a good project, regardless what the sales/contracting guys thought
- create a program and run sales and delivery as projects - the program manager will ensure consistency (that is what worked for me for 12 years)
- some engage in a having a partner being in charge of both sales and delivery
- setting expectations is a key skill for not only the delivery PM - PM is people business

Posted: Aug 6, 2023 6:32 AM

angel chew T-systems Nilai, Negeri Sembilan, Malaysia

Jul 07, 2019 11:13 AM

Replying to Priya Patra

...

We - the delivery team is engaged with sales team at the pre-sales phase. Addition to this we have a formal sales to delivery hand over to have a clear idea of what was promised to the customer.
Last but no the least an ongoing connect with the customer with sales and delivery team ensures that we are living upto the customers expectations

Hi Priya,is the PM responsible to establish this engagement with sales,presales team?

Posted: Aug 8, 2023 12:48 AM

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Most common challenges, Sales to PM handover

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