Client Relationship Management
Registered Architect
Professional
Engineer
James F Duffy
The issue- Our
relationship with our Client's needs to be
managed...seems obvious, but
how much time and effort do we spend on
this specific
issue...
Do we have specific strategies and tasks in place to ensure
success?...
Three Tiers- This approach
outlines efforts at three different levels, and
executive team, a
project management team, and an engineering team.
Each is
different, yet all are important.
A successful relationship will
address issues at all three levels...
Suggested Approach
Copyright 2004- 2010
All Rights Reserved
This approach is mostly suited for
relationship between companies...
I have seen many extremes when it comes
to the issue of CRM...some
companies tend to ignore it...some companies
tend to use a 57 page
matrixed database which gets updated every 6
months and prompltly
forgotten....neither approach would appear
successful...
Success at one or even two of the suggested levels may not
result in a
good relationship...igoring quality issues or a senior
executive relationship
may not be able to be overcome by the Project
Management Teams...
Discussion
Client Relationship Management
Diagram
|
The Three-Tiered Approach
|
Consulting
Project
Management
Team
|
Client
Project Management
Team
|
Consulting
Engineering/
Design
Team
|
Total Consultant
Client Relationship
|
Develop detailed version of
diagram
Develop lists of tasks and strategies to measure success for each
level
Follow Up...
