By Craig Borysowich
Expert Author
Article Date: 2008-07-16
Although company line management and sales management typically also take on roles in managing the overall customer relationship (depending on the nature of the project and the customer), it is imperative for project success that the Deliverer develop and maintain a good working relationship with the customer Acceptor.
The specific objectives of this activity are for the Deliverer to:
• manage customer expectations,
• promote customer involvement by maintaining frequent formal and informal contact with the Acceptor to review progress and maintain open communication,
• identify and resolve issues affecting the customer relationship,
• monitor how well the customer's expectations for quality service delivery are being met.
Risk Minimization Measures ForR Managing The Customer
Common Vision
There must be a clear and unambiguous understanding of the goals and objectives of the endeavour. The vision must be clear, articulated, and agreed upon.
Shared Understanding
There must be an understanding on both sides of the broader goals and aspirations of each organization (the bigger picture), so that the project can be placed in the proper context.
Personal Relationships
Successful partnerships are based on people working with people based on honesty and integrity.
Positive Attitudes
Everyone must be committed to making the project a success. No one can be thinking in terms of being right at the expense of being successful.
Realistic Expectations
Everyone must be balancing fundamental principles and ideals with reasonable expectations for the real world. See also: Managing Customer Expectations
Realistic Commitments
The project team must commit only to work which it can successfully deliver.
Frequent Contact
There must be frequent contact and discussions with customer management and with the customer's staff.
Open Communication
Communications must be honest and open, based on fact, not hearsay, so that there are no surprises.
Effective Risk and Issue Management
There must be clear demonstration to the customer of effective risk and issue identification and problem solving.
Evidence of Mutual Satisfaction
Interim work products and deliverables must be evaluated with the customer to ensure that work remains aligned with the customer's required direction, and that there is evidence of mutual satisfaction.
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