CX: What’s Project Management (love) got to do with it?

Most organizations we’ve met over the years have trouble understanding their value proposition. This is particularly true of understanding their value proposition in the WORDS OF THEIR CUSTOMER. That makes it difficult (if not impossible) to deliver the right customer experience (CX).

That’s part one of the problem.

Part two of the problem is the ability to execute the value proposition. This takes projects to drive people, process, technology, and culture changes to meet the needs of the customer.

A qualified project manager (PM) fills this execution gap by understanding:

• Business strategy
• The goals of the improvement initiative
• The connection to the customer
• The classic management of scope, timeline and budget

Sadly, most PMs we’ve met over time barely have the last one covered. The first three are more important because they help define the right things to do for YOUR CUSTOMER. The last one helps gets things done right (once you know the right things to do). It adds little to no value to execute things that are not aligned to your organization’s value proposition.

Are your initiatives focused on doing the right things or focused on doing things right? You must have both! A great PM does both.

How are your initiatives showing love to your customer? Do your PMs get it?