Customer-Centric Project Management

By Elizabeth Harrin and Phil Peplow

This short guide explains what customer-centricity means in terms of how you work and its importance for project performance; using tools and processes to guide customer-centric thinking will help you see the results of engagement and demonstrate how things can improve, even on difficult projects. The text provides a straightforward implementation guide to moving your own business to a customer-centric way of working, using a model called Exceed, and provides some guidance for ensuring that customer-centricity is sustainable and supported in the organization. Customer-Centric Project Management is both a practical guide and a rigorous, well-researched text that draws on established models and uses the example of project implementation in a healthcare environment to demonstrate the impact of this significant way of thinking about value. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will help you move towards working with happier, more engaged stakeholders.

• Format: Paperback
• Language: English
• ISBN: 1409443124
• ISBN13: 9781409443124
• Release Date: October 2012
• Publisher: Routledge
• Length: 132 Pages
• Weight: 0.60 lbs.
• Dimensions: 0.3" x 6.1" x 9.2"