Customer-Centric Project Management

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.

Author: Elizabeth Harrin,Phil Peplow
Publisher: Routledge
Published: 10/03/2012
Pages: 132
Binding Type: Paperback
Weight: 0.44lbs
Size: 9.21h x 6.14w x 0.29d
ISBN: 9781409443124

About the Author
Elizabeth Harrin has huge experience managing IT and business change projects. As Head of Applications and Programme Delivery for Spire Healthcare, she manages a multi-disciplinary team and a varied portfolio of projects.