{"id":538,"date":"2007-09-12T22:40:00","date_gmt":"2007-09-12T22:40:00","guid":{"rendered":"https:\/\/svapm.org\/2007\/09\/12\/to-what-extent-will-the-understanding-of-customeruser-experience-help-improve-the-bottom-line-of-businesses\/"},"modified":"2019-08-07T14:37:36","modified_gmt":"2019-08-07T21:37:36","slug":"to-what-extent-will-the-understanding-of-customeruser-experience-help-improve-the-bottom-line-of-businesses","status":"publish","type":"post","link":"https:\/\/svapm.org\/?p=538","title":{"rendered":"To what extent will the understanding of Customer\/User experience help improve the bottom line of businesses?"},"content":{"rendered":"

\"Maturity\u00a0\u00a0 Continuing on thoughts around\u00a0maturity and the evolution of project management…the\u00a0PMI-Silicon Valley Chapter is hosting their 10th Anniversary Dinner next month, and\u00a0joining the festivities will be\u00a0Stanford Advanced Project Management’s\u00a0Dr Christopher Meyer to\u00a0share his insight on\u00a0how the\u00a0future of project management will play a role in\u00a0delivering a good customer experience.\u00a0\u00a0Chapter President\u00a0Harish Chinai\u00a0and I recently\u00a0had a conversation on this topic,\u00a0and thought we’d see what others in the group have to say.\u00a0 Here’s a synopsis from Harish:<\/p>\n

“I can speak from my own experience managing a large CRM project in a hardware company.\u00a0 The business had budgeted a large sum for the implementation\u00a0so that sales and marketing could better track the customer revenues\u00a0— and hopefully improve the revenues per customer. Unfortunately, a funny thing happened\u00a0along the way.\u00a0 The CRM did not capture the customer dissatisfaction that was brewing and instead of increasing the revenue the company lost some customers.\u00a0Marketing\u00a0surveyed the customers and identified the underlying issues and found the culprit: poor customer experience with some product lines.<\/p>\n

Have you noticed how PMI has recently changed its tag line to “Making Project Management Indispensable for Better Business Results”? \u00a0I have noticed more and more that job requirements are now asking for a PMP certification. Do you think in future they will ask Project Managers to demonstrate that they have in their previous projects successfully and measurably improved customer experience?<\/p>\n

Just as organizations are improving their maturity by standardizing the project management methodologies and implementing rigorous training and coaching of their project managers, I will not be surprised if they add the Customer experience metrics to their performance evaluation.\u00a0 I will be interested to hear what others think in this community about the future of the Project Management in the coming years.”<\/p>\n","protected":false},"excerpt":{"rendered":"

\u00a0\u00a0 Continuing on thoughts around\u00a0maturity and the evolution of project management…the\u00a0PMI-Silicon Valley Chapter is hosting their 10th Anniversary Dinner next […]<\/p>\n","protected":false},"author":141,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"give_campaign_id":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[2,1],"tags":[195,201,187,1370,207,211],"class_list":["post-538","post","type-post","status-publish","format-standard","hentry","category-leadership","category-miscellaneous","tag-accountability","tag-clear-goals","tag-customer-centric","tag-leadership","tag-organizational-maturity","tag-project-manager-role"],"aioseo_notices":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/svapm.org\/index.php?rest_route=\/wp\/v2\/posts\/538","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/svapm.org\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/svapm.org\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/svapm.org\/index.php?rest_route=\/wp\/v2\/users\/141"}],"replies":[{"embeddable":true,"href":"https:\/\/svapm.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=538"}],"version-history":[{"count":1,"href":"https:\/\/svapm.org\/index.php?rest_route=\/wp\/v2\/posts\/538\/revisions"}],"predecessor-version":[{"id":13822,"href":"https:\/\/svapm.org\/index.php?rest_route=\/wp\/v2\/posts\/538\/revisions\/13822"}],"wp:attachment":[{"href":"https:\/\/svapm.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=538"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/svapm.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=538"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/svapm.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=538"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}