Customer Satisfaction - Gaining Valuable Insights for Stakeholder Management

We have all been placed in the position of being a customer and having experienced varying degrees of satisfaction. We may have even envisioned what ideal service should resemble, yet grappled with how service experiences often fall short of our expectations. This presentation will explore customer satisfaction in the world of project management.

Through my several years of working with customer satisfaction as a core key performance indicator (KPI) on the strategic scorecard, I will impart some practical concepts that can be adapted and employed on projects. Customer Satisfaction is key to improving quality and altering the course of any project towards success. The presentation will also cover relevant material from PMBOK Stakeholder Management and Quality management. Let take good projects and make them great!