Never surprise clients – get to know them, act consistently and keep them informed on both the good and bad news
Communicating and understanding the client is important to both winning and successfully implementing a project. Our first priority is to establish a clear, structured and open communication enabling us to better understand the client and adjust as needed. The end goal is to provide service at the quality, productivity and cost-control of outside supplier, while retaining the business coherence, transparency and integrity of in-house resources
In any project, the client is the most important team member, thus we aim to develop mutual trust and promote ‘joint-ownership’ of the project success, by understanding the client’s: Objectives/Needs/Wants/Priorities
What are the client’s objectives, needs, wants, and priorities?
Should we change our strategy to better support the client?
Should we do some additional research and analysis to better understand the business and technical requirements
What are the client’s technical preferences and biases?
Are there any past problems that must now be avoided?
Organization Structure
Who are the key decision makers?
Who are the technical decision makers?
Who are the counterparts to key members of our project?
Who is the real end user?
Supplier Practices
What is the client’s past experience with external suppliers
What are the client’s likes and dislikes
What is the client’s paperwork flow, operational and contractual procedures
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