I recently had the opportunity to attend a presentation about customer experience by Santiago Solanas, CEO, Sage Spain, where he explained his collaboration in the book “The Customer Experience”. The timing of his speech happened to coincide with a series of webinars about project management and customer satisfaction, where I was the speaker. From these events an idea arose that, although the methodologies of project plans can be quite complex, there is one proven success factor: project management must be a positive experience for customers.
• IT IS NOT YOUR SUCCESS: your project will not be a success until your customer thinks the same way. Teamwork is key here. Your team and the customer’s team need to be the same team. Actions like communication, helping anyone when help is needed and rewarding each little achievement, will help you out.
And the best of all, there is no extra cost for your project budget!
If you are aware of these three factors, and you use an effective methodology, your customer will see added value to the project phase without expecting it. In other words, you will enhance customer experience with your company using the same methodology as always.