Managing Customer Expectations in a Project

 

Managing customer expectations seems to be the most important and the most difficult part for a Project Manager. Infact, meeting customer expectations is the single largest parameter to be achieved in order to the project being called ‘successful’. If the customer is satisfied with the outcome, the project is successful.

How difficult it is to manage customer expectations depends upon whether you are:

1. having a known or single customer or having a ‘market’ customer
2. having users who may not be the economic buyers

Discovering the Client

Now the difficult part is ‘How to achieve Customer Satisfaction’? The path to success goes from ‘Managing the customer satisfaction successfully’.

As a Project Manager, you need to communicate and work with the Project Sponsor and key Stakeholders from the very ‘kicks off’. The earlier it starts in the project, the better it is. Unless the Project Manager understands the customer’s requirements he would not be able to get the work done from the team. Even if he gets a deliverable done, it may include a lot of rework in the later stages. [Read More...]

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