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07.10.08 How To Manage Customer Relationships  By Craig Borysowich To create a satisfied customer who provides positive feedback on performance, and rates the delivery team highly on integrity, honesty, consistency and accessibility. Method Meet weekly with the Acceptor to walk through the Project Weekly Status Report, follow-up on action items and communicate a sense of progress. If the Acceptor has the sense that most of the project is proceeding satisfactorily, his or her response to the problems that do arise, and orientation towards solving them, will be that much more positive. Maintain frequent contact with the Acceptor, both formally and informally, in addition to the weekly status meeting to make sure that there are no surprises. • Project Weekly Status Report Hold monthly Steering Committee meetings to provide visibility of accomplishment at a more senior level and to address issues that can only be resolved with senior management help. The continuous, regular involvement of customer management generates commitment, and all of the issues discussed and resolved increase customer confidence. As well, Steering Committee members may raise additional issues that the Deliverer and Acceptor might otherwise not be aware of (e.g., around possible changes in project goals and objectives arising from the business environment).
• Steering Committee Identify, track, and resolve issues affecting the customer relationship. Get agreement with the customer on an acceptable issue escalation process. One example might be: Level 1: Any issue not resolved by the required resolution date will be brought to the attention of the Acceptor and the Project Manager for urgent resolution. Level 2: Any key issue (i.e., requiring the approval of the customer and/or the delivery organization) not resolved and approved within five business days of the required resolution date will be escalated to the Acceptor's Line Manager and the Project Manager's Line Manager for resolution. Level 3: Any key issue not resolved and approved within five business days at Level 2 will be escalated to the executive level in the customer and delivery organization for resolution. Monitor how well the customer's expectations for quality service delivery are being met. • Measuring Customer Satisfaction Comments About the Author: Craig Borysowich has over 18 years of Technology Consulting experience with both public and private sector clients, including ten years in Project Leadership roles. His extensive background in working with large scale, high-profile systems integration and development projects that span throughout a customer’s organization allows him to help consulting organizations world-wide to deliver better quality projects more consistently. |
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