How to Steer Project Management to a Customer-Centric Road


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Customers have never had this many options and demands. The power customers have is quite overwhelming, making project management much more important.

A project manager has to be agile, decisive, and must learn to anticipate customers’ needs. This is the reason project management needs to move towards a more customer-centric approach. The following guide will help you do just that.


A major change that project managers have to make is letting go of the antiquated focus on operational optimization. Project management is no longer just about completing the day-to-day tasks and ensuring the end-product is delivered.

A project manager needs to go beyond delivering a project on time and within budget; they must ensure that resources, initiatives, and technologies meet the company’s overall vision or standards. The internet has lifted a veil and given customers an opportunity to see everything, meaning all parts of a project need to be impeccable.

Showcasing Value to Stakeholders

Success, by today’s standards, has become more specific. Project managers need to ensure they are communicating how each project reflects the company’s objectives.

Each step during the process needs to reflect the company’s voice, and it is your job to ensure that stakeholders see how this is being accomplished. Failing to convince stakeholders could drive them away, which could hurt business.

Engagement Runs High

A company selling to an existing customer is in luck since the probability of getting that sale rises to about 60 to 70 percent. On the other hand, the probability of selling to a new customer drops about five to 20 percent. This means a company needs to focus on creating an engaging experience for customers, especially existing customers at all times.

It is said that about 82 percent of customers have actually stopped doing business with a company, blaming poor customer service. What today’s customers want is total transparency, which is the reason many do pay attention to the way a project, service, or product is brought to them. It is not enough to offer something but rather engage each customer with the story, and make sure the story reflects values that align with your company.

Feedback is Encouraged

Project management needs to find a way to collaborate and include stakeholders. These individuals used to be silent partners, in a sense, but that is no longer the case. One thing many project managers do is actually encourage feedback and not the kind of feedback that is given to the manager at the end of the project but during the project.

There’s no better time to learn the difference between PMP vs Prince2 certificates and how each could change the dynamic between a company and stakeholder. An individual who holds a Prince2 certificate is going to give stakeholders hyper-focused updates, whereas PMP certificate holders are going to focus on more broad updates. Both are equally important, but it does depend on how involved your projects are.

Soft Skills are Vital

Project managers, no matter the type, be it Prince2 or PMP managers, must be able to adapt to the additional skills needed today, such as soft skills. Good communication skills, the ability to resolve a conflict, and great listening skills are traits all project managers need to master.

There was a time when project managers didn’t need to make a good impression. Today, stakeholders, customers, and staff members need to be able to identify and understand these managers. Soft skills development should help change project development towards what customers want.

It is easy to see how important the job of a project manager has become. If you think these professionals were already wearing a lot of hats, well, you are in for a surprise since these managers just earned a few more hats. It may seem like a lot of work, but the reality is business is just reflecting how important loyal customers have become in today’s world.

Philip Piletic
I have several years of experience in marketing and startups, and regularly contribute to a number of online platforms related to technology, marketing and small business. I closely follow how Big Data, Internet of Things, Cloud and other rising technologies grew to shape our everyday lives. Currently working as managing editor for a UK tech site.


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