High-Value IT Consulting: 12 Keys to a Thriving Practice in Software

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High-Value IT Consulting: 12 Keys to a Thriving Practice
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Factors influencing client decisions
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In plain terms, the twin objectives of a harmonious and mutually beneficial client-consultant relationship are more business and referrals to new clients The measurement and determination of client satisfaction can be quantitative: business volume growth, surveys, referrals, testimonials, renewals, and so on; or qualitative: quality circles, focus groups, incentives, and debriefings Either way, no single technique or even a combination of techniques is likely to retain its effectiveness forever Change and renewal in measuring and bringing out client satisfaction are ongoing imperatives Ask yourself first if you are doing any determination of client satisfaction Being paid within 30 days and the absence of a complaint is
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nice, but it reveals little about the client s thinking or overall satisfaction The client could, in the extreme, simply harbor resentment at being forced to deal with you and be ready to dump you or your firm at the first opportunity of meeting a replacement, or whenever your agreement expires or project finishes You won t know unless you ask
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Effective research into client satisfaction is more than a ritual It means more than a manager saying, Good project Did they pay their bill Does it work Doing anything else there Did you send them a survey form and expecting a yes to each question before forgetting the matter and moving on The challenge is to reverse the old law that says you learn more from your failures than you do from your successes Begin to learn from your successes What is an appropriate way to measure client satisfaction Remember, there is no single answer, and no way that will be right all the time, even with the same client Some options: Interview the client s decision makers Debrief some of the people who use the system you worked on See what a tangible difference the system makes in the client organization Measure the degree to which the to-do items and performance specifications indicated in the contract or proposal were met or exceeded Determine the extent to which the new system places the client ahead of their competition, or implements new benefits or functionality Determine the project outcome s bottom line, increased revenue, or enhanced profitability to the client One effective way to make a reliable assessment of client satisfaction is to discuss at the outset of the project, with the client, how you will measure and assess satisfaction The client may have a simple and workable suggestion that will surprise you Regardless of how it is done, build it into the project, and ensure that you do it
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High-Value IT Consulting: 12 Keys to a Thriving Practice
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What keeps people of all types production-oriented staff, creative types, consultants, factory hands, office workers, hourly paid people happy and productive The secret again is that there is no secret Whether they lift boxes, type documents, run machinery, work the store floor, design and configure systems, install networks, or write code, the basics are the same Listen to your teams and staff Recognize their achievements personal and professional Give them the greatest flexibility possible in managing their work Tell them what you need done, not how to do it Manage by example, and by being there Offer them training on an ongoing basis Make their work a meaningful part of their lives
Advance Others Careers, Build Morale
Consulting staff need to know there is a senior consultant, partner, or owner moving their careers along If you advance your people s careers, you can expect them to reward you with loyalty that borders on devotion, and with results that consistently go above and beyond expectations At times, this even means recognizing that a staff member may need to leave your firm, or your office within your firm, to keep growing professionally, and helping to facilitate or support that move Most often, however, looking after your staff s careers means you should Review their career direction and progress once or more each year Match each person with both hard and soft skills training Ensure that projects are properly planned, and the people who work on them have had as large a role in planning and shaping those projects as time and common sense dictate Make work enjoyable to the limit possible Encourage socializing within and among team members, build a sense of mutual support, trust, and camaraderie based on the attributes of the individual, not just the professional skills brought to bear on the project Set up an easy two-way dialogue between consulting staff and the project leader or manager to whom they report Sometimes
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