Business Environment Interface Concepts

The business units of the relevant organization that have customer relationship responsibilities will normally find an increase in efficiency and sometimes a reduction in workload when the PMO and project managers have been assigned with responsibility for customer relationship management. This includes such departments as business development, finance and accounting, legal/contracts management, and the like. Professionals in these business areas can focus on more-prominent duties or possibly problem areas associated with customer projects when the PMO and project managers are able to contribute to developing and managing effective customer relationships as a natural part of the project management effort.

The project management methodology should be ideally suited to incorporate business practices for critical customer relationship activities associated with projects and project management. This includes such things as initial examination of customer requirements, development of technical solutions and proposals, management of contracts and agreements, acceptance of project deliverables and associated invoice management, and evaluations of customer satisfaction at interim project points and at project close out. This integration enables the PMO and project managers to implement the existing business processes and preferred approach for customer relationship management within the relevant organization.