Further Details
This course focuses on the business, commercial, planning and customer relationship skills needed for effective customer project management. It emphasises both the opportunity and the delivery stage. The training will equip project managers and consultants to effectively bid and deliver customer solutions profitably.
The course is highly practical using team based case study exercises and role plays. Delegates will work on a simulated project and undertake tasks involving opportunity analysis, project definition, pre-contract planning and a range of stakeholder role-plays.
Key focus
• Translate a customer opportunity into a viable project
• Negotiate and agree the scope with the customer
• Contribute to the contracting process
• Apply planning techniques during the opportunity and delivery stages
• Maintain effective customer relationships throughout the delivery
• Effectively manage customer requirements and expectations
• Negotiate changes with the customer
• Handle risk, issues and crisis during the delivery
• Focus on the business and commercial aspects throughout the project
Who will benefit
Project managers who fulfil internal or external projects, also internal consultants, sales executives, account managers.
Day one
Assessing a business opportunity as a project
• Understanding the business drivers and plans behind customer projects
• Assessing the opportunity as a potential project
• Qualifying the opportunity: What is needed to translate an opportunity into a viable project?
• Understanding the commercial implications of the opportunity
• Working with sales and marketing teams
Contributing to proposal and bid stages
• Identifying and establishing the scope and requirements for the project
• Developing an initial project definition
• Conducting early project risk assessment
• Deciding on the project strategy
• Reaching agreement on the scope and definition with the customer
• Promoting the value of project management to the customer
Planning and organisation
• Developing the project definition into initial estimates and plans
• Scooping resource, and organisational needs
• Placing a clear emphasis on the initiation stage and the customer acceptance stages
• Harnessing the resources of your company to achieve customer objectives
Contributing to the contract
• Understanding commercial project contracts
• Reaching a clear agreement on Project and Customer responsibilities
• Understanding key contractual issues and how they relate to projects
- Definition of responsibilities
- Key commercial contract terms
- Terms relating to project performance
- Project risk and how it is reflected in the contract
• Contributing to customer negotiations
Day two
Customer Relationship Management
• Maintaining customer orientation through the project
• Exploring different models of customer relationships
• Developing effective working relationships
• The partnership approach
• Managing customer project meetings
Managing change during the delivery process
• Understanding the difference between requirement and expectations
• Managing change in requirements and expectations
• Understanding the impact of change on the delivery plan and negotiating a successful outcome with the customer
• Resisting unnecessary scope "creep" and standing your ground
Managing risk, issues and "crisis"
• Being proactive in anticipating risk issues and proposing strategies and solutions
• Dynamic problem resolution: assessing options, recommending and implementing solutions
• Conducting a crisis resolution meeting
• Translating risk into opportunity
Navigating to a successful close
• Contributing and reaching agreement on the final pricing
• Managing the customer acceptance process
• Effective had over and closing the delivery project
• Conducting a project review meeting with the customer
• Assessing further opportunities
Guide price
£1,095 (First Delegate Rate) £985 (Additional Delegate Rate) |
