Becoming a successful project manager is not just about mastering technical skills or coordinating logistics. There is The 1 Thing you MUST know! While these aspects are undoubtedly important, there’s one fundamental principle that should be at the core of every project manager’s approach: a relentless focus on the customer. In this bonus blog post, we will delve into the one thing you must know to be the best project manager – serving the customer and achieving the customer’s objectives.
Series
This blog is from a series of the 12 things you MUST master, to be the BEST, Project Manager, I just wish someone wrote them out for me at the start of my career.
The Thing you MUST NOT FORGET : The Customer-Centric Approach
the 1 Thing you MUST know! Project management is, at its core, about delivering value to the customer. Whether you’re overseeing a construction project, developing software, or managing a marketing campaign, your ultimate goal should be to meet or exceed the customer’s expectations. Here are key points to consider:
Understand the Customer’s Objectives:
Before diving into the technical details of a project, take the time to understand what the customer truly wants to achieve. What are their goals, expectations, and constraints? By aligning your project’s objectives with those of the customer, you set the foundation for success.
Communication Is Key:
Effective communication with the customer is paramount. It involves not only conveying project updates but also actively listening to their feedback and concerns. Keep the lines of communication open to ensure you’re always on the same page.
Manage Expectations:
Sometimes, a customer’s expectations may be unrealistic. It’s your role as a project manager to manage these expectations diplomatically. Be honest about what can be achieved within the project’s scope, budget, and timeline.
Flexibility and Adaptability:
Customer needs can evolve during a project, and unexpected challenges may arise. Being flexible and adaptable to changes, while keeping the customer’s best interests in mind, is a mark of a great project manager.
Quality Assurance:
Delivering a project that meets quality standards is essential. However, the definition of quality should align with the customer’s perception. Ensure that the project outcomes not only meet technical specifications but also satisfy the customer’s definition of quality.
Customer Satisfaction Metrics:
Implement metrics to gauge customer satisfaction. This could include surveys, feedback sessions, or post-project evaluations. Continuous improvement should be driven by the goal of better serving the customer.
Advocate for the Customer:
Sometimes, project managers may find themselves in situations where other stakeholders prioritize different aspects of a project, like technology or logistics, over customer satisfaction. It’s your responsibility to advocate for the customer and remind everyone of the primary objective.
Learn from Customer Feedback:
Negative feedback can be a valuable source of improvement. Embrace criticism as an opportunity to grow and refine your project management skills.
Key Takeaway: 1 Thing you MUST know
1 Thing you MUST know: In the world of project management, being the best means being customer-centric. When you prioritize the customer’s objectives and work tirelessly to meet or exceed their expectations, you not only deliver successful projects but also build strong, lasting relationships. Remember, technology and logistics are essential, but they should always serve the overarching goal of serving the customer. So, if you aspire to be the best project manager, make the customer your compass, and success will follow.
Thought Leaders in Customer Centricity
Here are some authors and books that represent best practices in delivering a customer-centric approach in business:
- Joseph Jaffe: “Flip the Funnel: How to Use Existing Customers to Gain New Ones“
- Fred Reichheld: “The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World“
- Jeanne Bliss: “Chief Customer Officer: Getting Past Lip Service to Passionate Action“
- Micah Solomon:”High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce“
- Shep Hyken: “The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty“
- Tony Hsieh: “Delivering Happiness: A Path to Profits, Passion, and Purpose“
- Don Peppers and Martha Rogers:”Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits“
- Colin Shaw: “The DNA of Customer Experience: How Emotions Drive Value“
- Blake Morgan: “More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences“
- John R. DiJulius III: “The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World“
These authors and their books provide valuable insights into the customer-centric approach and how it can be effectively implemented in various business settings.
