Client Satisfaction

There is a big mistake in the industry about customer satisfaction. The first thing to understand is the customer is satisfied because it obtains the solution to her/his problem. Solution is equal to "the thing" (product/service/result) to be create PLUS "the process" to create it. Project manager is accountable for the process, not for the product. Project manager will assure that the product/service/result is created as defined and to assure that the project manager focus is activities needed in the framework of project management (scope, time, cost, quality). So, the only thing the project manager could assure from customer satisfaction point of view is about the process, not the product.

I understand that ensuring the defined product will satisfy the customer needs is also accountable to the project manager, not only ensure the "thing", as you said, is created as defined. Although ensuring this is also part of the process as you said, it ends up involving the product. Am I correct on this approach?

While I fully agree that requirements specification, verification and validation is critical I think we need to take care about what type of requirements each role are accountable to specified, verified and validate. Business analyst is in charge of product/service/result requirements. Project manager is in charge of project requirements. From product/service/result requirements project requirements are defined. Project scope is defined from Product scope.

Thanks for the clarification, Sergio.

good communications; honesty, transparency, professionalism
these are the key points i would say ...

- Define Requirements with specific and measure criteria and verify it with the client before start.
- Communication layout and workflow must be clear and efficient.
- Keep honest and transparent manner with all process
- Confirm base line for all products.
- Present the needed status and statistics which will engagement the client in to the work.

For me it comes down to establish a relationship and trust. A major tool is listening and trying to understand his or her view, problems, thoughts, culture and feeding back that you understand. Avoid solution proposals, they may come later (by sales). A practical tool is having many dinners, food (and drinks) are relaxing, reducing barriers and making more risk friendly (= open to new ideas).
Don't ask for compensation of this, the client will be inclined to give something back anyhow.
And stay authentic, integer and share your values.

There is a big mistake in the industry about customer satisfaction. The first thing to understand is the customer is satisfied because it obtains the solution to her/his problem. Solution is equal to "the thing" (product/service/result) to be create PLUS "the process" to create it. Project manager is accountable for the process, not for the product. Project manager will assure that the product/service/result is created as defined and to assure that the project manager focus is activities needed in the framework of project management (scope, time, cost, quality). So, the only thing the project manager could assure from customer satisfaction point of view is about the process, not the product.

While I fully agree that requirements specification, verification and validation is critical I think we need to take care about what type of requirements each role are accountable to specified, verified and validate. Business analyst is in charge of product/service/result requirements. Project manager is in charge of project requirements. From product/service/result requirements project requirements are defined. Project scope is defined from Product scope.