Using Voice of the Customer in projects

Most project managers think they know what their stakeholders want, but more often than not they are either partially correct or incomplete. Often used in business, Voice of the Customer programs have become a strategic asset for the most forward thinking and customer-centric project managers, writes Chuck Schaeffer.

March 19, 2014

• Stakeholders

The unspoken additional constraint of project management

There exists an important additional constraint to managing projects which is always considered in project needs but not necessarily thought of as a key constraint: user or customer satisfaction. PM Oracles on how to include customer satisfaction in quality requirements.

January 23, 2013

• Quality

How project managers can boost customer service to stakeholders

Most projects develop a list of stakeholders as part of their communication planning and include customers, clients or ‘end users’ in the list and then get on with the work of the project. Lynda Bourne says there’s more you can do to deliver great customer service.

December 11, 2012

• Stakeholders