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Customer Experience and Project Management

Posted by on in The @PresenceTech Blog
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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.

Customer Experience and Project Management


In fact, there are many project management methodologies, all of which are valid, and none of which is the best. We do have our methodology at Presence Technology, of course, but it is only a tool in order to achieve customer satisfaction. How to do it? From my humble opinion, I can give three key factors which have worked in projects all around the world:• GET TO KNOW YOUR CUSTOMER: it is not only about resource management, project plans and budgets. Your customer is willing to tell you what is “keeping them awake at night”, and here active listening is key in order to understand it. A piece of advice: you can learn more from your customer during coffee break than in 5 discovery sessions.

• DON’T BE AN ALIEN: we tend to use our own vocabulary in the IT world. If we mix it with the fact that each country has a different culture, we could start feeling like a “bull in a china shop”. We have to understand from day one that we have to adapt our language in order to be understood, this way we will feel culturally integrated, and our customer will accept us as one of their team.

• 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.
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Rafael Escaño, Professional Services Manager Americas, Presence Technology
Rafael writes entries in both English and Spanish blogs
twitter.com/rafa_callcenter