Customer Relationship Management (CRM)

All projects initially begin and tend to end with the customer. Project leaders should value the thoughts and concerns of the customer in order to deliver satisfaction. There are two main objectives in customer relationship management.

Customer relationship management (CRM) are methods that companies tend to use to better interact with their customers or clients.

The two CRM objectives help to establish a good working relationship and level of trust with the customer while also obtaining customer signoff on the project deliverables.

Customer Relationship
As stated above, a company’s project manager should always keep the customer informed and satisfied throughout the entire project. The manager is capable of doing this only if he or she has full support from all levels of management.

A project manager is responsible for:

Developing project planning
Developing customer involvement
Understanding the customer’s needs and wants
Seeking a customer’s approval after project changes
Developing project objectives
Establishing a good relationship with the customer
Continuous dialogue with the customer or client

Customer Signoff
When a customer has signed-off on a project it simply signifies the conclusion of the project. This plays a big part in a stakeholder’s position of being paid. Even though the customer has signed-off, there are still other tasks to be completed.

Before a sign-off is completed, the customer has to be satisfied with the project. All requirements should be fulfilled and no issues should be left out in the open. A sign-off should be in a formal written format.

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