Client Relationship Management
Course Specifications
Course number: 088913
Course length: 1.0 day(s)
Course Description
Course Objective: You will manage client relationships during various phases of a
project's life cycle.
Target Student: This course is intended for managers, supervisors, team leaders,
and individual contributors that need to manage relationships with critical
customers.
Prerequisites: There are no prerequisites for this course.
Hardware Requirements
If you wish to use the overheads provided on the CD-ROM,
you will need to set up a computer for yourself. If time allows and you wish
to use the business simulations provided on the CD-ROM in the classroom, you
will need to set up a computer for each student participating in the class.
- A Pentium® III with 500 MHz (or better), or Macintosh®
Intel-based or PowerPC G4 (or better) processor.
- At least 512 MB of RAM.
- A monitor capable of 1024 x 768 screen resolution and 32-bit
color display.
Software Requirements
Each computer requires the following software:
- Microsoft® Windows® 7, Windows Vista®, Windows
XP (Professional or Home Edition), Windows 2000, or Apple® Mac OS®
X 10.4 (or higher).
- Microsoft® Internet Explorer® 7 (or higher), Mozilla®
Firefox® 2 (or higher), or Apple® Safari® 2 (or higher), with
pop-up blocking turned off.
- Adobe® Acrobat® Reader® 6.0 or higher and Adobe®
Flash® Player 8 (current version recommended).
Course Objectives
Upon successful completion of this course, students will be able to:
- manage client relationships during the project initiation
and planning.
- manage client relationships during project implementation
and close-out.
- manage interaction-based causes of project failure.
Course Content
- Lesson 1: Managing Relationships During Initiation and Planning
- Topic 1A: Understand the Project Life Cycle
- Topic 1B: Maximize Client Satisfaction
- Topic 1C: Manage the Four Dimensions of Relationships
- Topic 1D: Build Relationships During the Project Initiation
- Topic 1E: Develop Relationships During Project Planning
- Lesson 2: Managing Relationships During Execution and Close-Out
- Topic 2A: Manage Interactions During Project Implementation
- Topic 2B: Perform a Close-Out to Extend Relationships
- Topic 2C: Exceed a Client's Expectations with a Service Plan
- Lesson 3: Managing Interaction-Based Causes of Project Failure
- Topic 3A: Examine Interaction-Based Causes of Project Failure
- Topic 3B: Manage the Failure of an Unclear Definition
- Topic 3C: Overcome Problems with Risk Management
- Topic 3D: Deal with the Failures of Poorly Managed Handoffs
- Topic 3E: Manage the Failure of Untested Assumptions
- Topic 3F: Manage a Lack of Sound Communication