At this November’s Ørdev Developer Conference in Malmö, Sweden, Gower author Elizabeth Harrin presented on: How being customer-centric improves IT success: a case study.
In her session Elizabeth Harrin asked “How can I help you now it is too late?” Harrin argues that the post-implementation review is dead and that instead IT professionals should be looking for continuous feedback and constantly acting in a ‘customer-centric’ way. She presents a new model and shows why project teams and operational IT teams should ask internal customers to score them monthly out of 10. Learn how her organization took customer satisfaction scores from 4 to 10 out of 10 and improved relationships with people throughout the business through the application of this feedback loop.
Elizabeth Harrin is co-author (with Phil Peplow) of Customer-centric Project Management, published by Gower.