There are a lot of project management tools on the market. Depending on the industry and the type of workload and teams you are managing, you may prefer card views, Gantt views, or integrations with the myriad of software apps at the disposal of managers to increase productivity and keep team members on task.
There’s no question that these solutions connect, organize, and improve workflow and task management across organizations. The problem is that without bringing customers into the loop about when they can expect deliverables, what’s next, and where there might be holdups, companies are missing out on an integral step in the customer engagement lifecycle.
Take, for example, an organization with clearly defined departments, roles, and responsibilities. Each group is accountable to itself, and when something goes wrong, someone from Group A communicates with Group B. If the relationship manager needs to be made aware because there is now a holdup in delivering a project on time, Group B will need to communicate to the customer or account manager to relay information to the customer that a deliverable will be a couple of days late.
Unfortunately, it has already taken a couple of days for the customer relationship group to realize that a problem even exists. Depending on the industry, those lags in communication can create significant rifts in the customer relationship if not handled properly. The reality is that most customers, when provided with the right information in a timely manner, are more satisfied with project outcomes when their expectations are managed.
There are other areas where the wall between the customer relationship and internal teams creates major inefficiencies in processes such as onboarding, workflow management, or managing projects. If your internal teams knew when customers were stuck on an information request, or your customer knew how long it would be before they needed to schedule a follow-up meeting, all of the emails and communication in between could be reduced significantly.
Compartmentalizing the project management process and confining your process insight exclusively to what is going on internally leaves you, and more importantly your customers, in the dark. Figuring out a solution that integrates your teams with your customers is the best way to keep everyone accountable, set and meet deadlines, and ultimately, keep your customers happy. There’s a better way. If you’re ready to find out how to keep teams happy and customers in the loop, read more at guidecx.com
- Your Customer’s Perspectives with Tobias Kederer (Podcast) - July 13, 2020
- Ongoing Onboarding with Donna Weber (Podcast) - July 8, 2020
- Reducing Scope-Creep with Better Client Onboarding - June 7, 2020