Mapping the Customer Journey Throughout the Project Life Cycle

  Business Analysis   Business Intelligence  

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PMI Membership
Join Now

Sign up for PMI Membership to view this on-demand webinar and get unlimited access to our library of webinars, time-saving templates and more.

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Overview

One of the critical competency require on the modern project professional is the ability to communicate the customer experience of the project product and the customer experience. This presentation will explore how to identify function touchpoints for the product using a customer journey model. This presentation will bridge the combination of the PMI talent triangle to effectively create understanding of the customer experience. We will explore the use of “Ways of Working” by discussing how to lead a customer journey elicitation session and provide Function Details in alignment with the Project “Development Approach & Life Cycle”. We will explore “Power Skills” by discussing the human interaction throughout the journey evolution, and we will explore ‘Business Acumen” and it’s definition of defining the environment in which the customer journey exists.

Learning Objectives

One of the critical competency require on the modern project professional is the ability to communicate the customer experience of the project product and the customer experience. This presentation will explore how to identify function touchpoints for the product using a customer journey model. This presentation will bridge the combination of the PMI talent triangle to effectively create understanding of the customer experience. We will explore the use of “Ways of Working” by discussing how to lead a customer journey elicitation session and provide Function Details in alignment with the Project “Development Approach & Life Cycle”. We will explore “Power Skills” by discussing the human interaction throughout the journey evolution, and we will explore ‘Business Acumen” and it’s definition of defining the environment in which the customer journey exists.

NOTE: You must watch videos in their entirety and all the way through to the end for our system to record your viewing activity accurately. Learn more about PDUs on ProjectManagement.com.

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Resources

Mapping the Customer Journey Throughout the Project Life Cycle

PREMIUM presentation

by David Davis, Lynda Carter

Talent Triangle Alignment

This video qualifies for the following PDUs:

PMP/PgMP CAPM PMI-ACP PMI-SP PMI-RMP PfMP PMI-PBA DASM DASSM DAC DAVSC PMI-CP PMI-PMOCP PMI-CPMAI Ways of Working 0.25 0.25 0.25 0.00 0.00 0.00 0.25 0.25 0.25 0.25 0.25 0.00 0.25 0.25 Power Skills 0.50 0.50 0.50 0.50 0.50 0.50 0.50 0.50 0.50 0.50 0.50 0.00 0.50 0.50 Business Acumen 0.25 0.25 0.25 0.25 0.25 0.25 0.25 0.25 0.25 0.25 0.25 0.00 0.25 0.25 Total 1.00 1.00 1.00 0.75 0.75 0.75 1.00 1.00 1.00 1.00 1.00 0.00 1.00 1.00

Learn about earning PDUs on ProjectManagement.com

Acknowledgements: Tara Leparulo and Jeffrey Martinez