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Managing Customer Expectations

white paper
by Naomi Karten

Your customers' level of satisfaction can be affected by changes in either their expectations or your performance. That means you have to pay attention to both. Learn how here.

Obtaining Useful Customer Feedback

white paper

Getting your customers' feedback can help you understand best what they want, need and liked or disliked. Gathering feedback is often seen as a means to an end, rather than a proactive continuous way to better your overall strategy.

Sample Intranet Project Plan

PREMIUM project plan

What does a finished plan for building an intranet look like? Here's a sample Work Breakdown Structure in MS Project Plan format.

Intranet Development Questionnaire

deliverable

Use this questionnaire to learn all about the client's motives for establishing an intranet and the current technical/organizational environment in which it will be set up.

Intranet Requirements Summary

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Why does your client want to build an intranet and what content do they want to disseminate? Prioritize the goals, issues, risks and solutions for setting up and maintaining an intranet site.

Intranet Roles/Skills Matrix

deliverable

What creative and technical skills are essential to have on your intranet development team? This matrix lays them out in quantitative and qualitative terms and lets you assess how a candidate stacks up.

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