Buy Books Online > Project management > Customer-centric Project Management

Customer-centric Project Management
By: Elizabeth Harrin
Product Details: Share this by email:
ISBN: 9781409443124 Publisher: Ashgate Publishing Group
Year of publishing: 2012 Format: Paperback
No of Pages: 140
There has been a sea-change in the focus of organizations - whether private or public - away from a traditional product-or service-centricity towards customer-centricity and projects are just as much a part...Read more
There has been a sea-change in the focus of organizations - whether private or public - away from a traditional product-or service-centricity towards customer-centricity and projects are just as much a part of that change. Projects must deliver value; projects must involve stakeholders, and Elizabeth Harrin and Phil Peplow demonstrate convincingly that stakeholders are the ones who get to decide what 'value' actually means. "Customer-Centric Project Management" is a short guide explaining 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. This is a practical, rigorous and well-researched text.
It 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. The authors can't guarantee that the Exceed process will radically improve project success rates, and no process can. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will, however, help you move towards working with happier, more engaged stakeholders.
Read less
It 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. The authors can't guarantee that the Exceed process will radically improve project success rates, and no process can. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will, however, help you move towards working with happier, more engaged stakeholders.
Read less
About the author: Elizabeth Harrin
Review:'Customer centricity should be in the DNA of every worthwhile organisation. Sadly this is not the case. This book and the themes which are developed will require executives and I.T. professionals...Read more
'Customer centricity should be in the DNA of every worthwhile organisation. Sadly this is not the case. This book and the themes which are developed will require executives and I.T. professionals to confront the truth about their fundamental relationship with the customer. If, through the application of the tools and approach represents a catalyst for changing mindsets, then this book will achieve a great deal. The book will require the reader to reflect upon all aspects of the customer proposition which for me is a key test for the true impact.' David Ankerson, Managing Director, Incite Management Consulting
Read less
Read less
Recommended Books for you - See all
OUT OF STOCK
Looks like the book you were looking for is currently not in stock with us. Please leave us your email and phone number.
We will get back to you as soon as it's available.
Your email | |
Phone No. | |
Enter characters from image | |