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