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A good client relationship is based on understanding what the client values, what is important to its organization, and how SM can help the client meet its objectives.
Client focusing should be used to identify the products and services, quality characteristics, and performance measures that are most important to the client’s business. The main questions to be addressed and activities involved in developing client focusing exercises are depicted in Figure 1.1.
Figure 1.1
Client Focusing
When client needs, goals, and strategies have been identified, SM must continue to work with the client to define requirements. Requirements are categorized into groups, so that clients with similar needs can be targeted simultaneously. There may be occasions when it is not possible to reconcile all requirements and client expectations; in this case, as appropriate, SM must work with the clients to resolve any outstanding issues.
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