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Managing Customer Relationships
I don't know the key to success, but the key to failure is to try to please everyone. Perhaps one of the more challenging aspects of project management is dealing with the customer. There are some things you might be able to get away with when working with internal customers. But when you start working with people outside your organization, everything you do suddenly becomes a reflection of your company. This section focuses on issues related to working with your customers. The topics include negotiating, building better customer relationships, and ensuring your customer is always satisfied. Topics in this section Pleasing The Customer Without Promising The WorldCustomer's can often be very demanding. They ask for the impossible, change their mind, and can just seem to be acting irrationally. When you know your right and the customer is off their rocker, you can not just say "your wrong". 7 Bits Of Critical Information You Can't Afford NOT To Know About Your Customers(by Lora J Adrianse) If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business. Over Deliver - The Key to Customer Satisfaction(by Bryan Brandenburg) Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client. Additional Resources
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