saurabh mahajanPMP, ITIL, PRINCE2| vodafonePune, Maharashtra, India
I have written few points in a blog (link is below) based on a story about why we lose client.
I request you all to please read it and provide your comment, your experiences.
The points I mentioned are not the only ones for the result, but just a few I could think of.
Not "partnering" with your customer. Often, it is important to understand what a client needs instead or in addition to what they are asking for. The partner company can then provide value added expertise when appropriate. And if this means that the partner company gets to bill for fewer hours then that's part of accepting the partnership philosophy. Many companies will build exactly what the customer requests, then continue to bill them for changes that are necessary to achieve their desired state. A true partner will work with the customer at the beginning. While this can result in reduced billable hours, it provides a higher level of quality and service. Saving Changes...
George LewisProgram/Project Manager| DXC Technology CompanyHeredia, Costa Rica
Saurabh, thanks for sharing, I read the blog and the story was quite interesting... This applies not only to security but to any other area of service.
Leasons Learned:
Be professional:
Look at internal conflicts:
Not listening to your customer:
Make service improvements: Saving Changes...
Gina AbudiPresident| Abudi Consulting LLCAmherst, Nh, United States
I would add not building relationships and listening to the client. We need to understand our client's business and their successes, challenges and needs and that happens through listening to them. We also need to build trust and that happens when we have built strong relationships with clients. Saving Changes...
Gina, you put this very well in my opinion. In my own experience, I have noticed that we often get so wrapped up in what our business goals are, that we forget about what it actually means to create value for our clients. Instead, we try to force them into a mold of our services that we think fits best without truly understanding their needs. We should instead offer business based on our ability to truly provide that value our clients need. This can only be understood through actively and attentively listening to our clients and genuinely looking out for their best interests in the relationship. Saving Changes...
Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
Organizations lost clients because they fail to clearly define what is a client for them. Saving Changes...
saurabh mahajanPMP, ITIL, PRINCE2| vodafonePune, Maharashtra, India
Hello Sergio, could you please be more specific by saying "they fail to clearly define what is a client for them."
Sorry as I did not understood it clearly. Saving Changes...
Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
one of the biggest strategical decisions is to define what does means "client" for the organization. I mean, to answer the question: "who is a client for this organization?". Is client the next in the process chain? Or what?. Definition of client is key to define quality which is other strategical decision to take. Saving Changes...
saurabh mahajanPMP, ITIL, PRINCE2| vodafonePune, Maharashtra, India
But normally isn't just by saying 'XYZ' is our client brings in the maturity to produce quality deliverables ?. Because ultimately client is the one who is paying for all the project cost and if someone is paying for ABC deliverables shouldn't it be of best quality ?
Having said that I do agree that client is key to define quality, however its just that I am thinking very straight that 1+1 =2
Thanks Sergio for your explanation. appreciate your time and efforts. Saving Changes...
Stéphane ParentSelf Employed / Semi-retired| Leader MakerPrince Edward Island, Canada
Sergio raises a valid point: you may have many external stakeholders you are dealing with. Are all of them your clients? Probably not? Are some clients to another stakeholder? This is important to consider: is a client of your client also your client?
Even within a customer organization, who are your true clients: senior manager or the end users? Saving Changes...
Neil FrechetteGlobal IT Manager| Farmers Edge IncWinnipeg, Manitoba, Canada
I agree with Gina Abudi, communication is the key to any project. One of the first things that should have been performed in a simple Process Mapping by your contractor. That would have given them an idea on how you do your business so they can possibly change the way they do things to put it more inline on how you do things. Saving Changes...
