Managing a project is not about the developers, it's about the success of a customer. Natalie Deynega, Salesforce project manager at Twistellar, uncovers the secrets of…
Managing a project is not about the developers, it's about the success of a customer.
Natalie Deynega, Salesforce project manager at Twistellar, uncovers the secrets of customer satisfaction through established processes on the contractor's side.
🎁 Read the full article to take note of the tools she uses daily and personal recommendations to every project manager!
To describe the PM’s role I have to refer to a classic project triangle with Scope, Time and Cost in angles, composing Quality – the centre of this scheme and the goal of every collaboration between a customer and a contractor.
At the same time, we should keep in mind 5 typical project life cycle phases: Initiation, Planning, Execution, Monitoring, and Closing.
So, obviously, there should be a member of the contractor’s team who will manage three of these resources from that triangle in every project’s stages according to the chosen methodology to build a Qualitative Project. And this is a Project Manager.
All PMs know and like an old joke: Project Management is as easy as riding a bike. The bike is on fire. You are on fire. Everything around you is on fire. You are in hell :)Don't forget to check out: Problem Solving | Salesforce Project Implementation
The PM’s responsibilities lie in the area of the named project’s stages. According to the latest statistics, an average project manager works on 2-5 projects at the same time. That’s why sometimes they want to have 10+ hours in a day because PMs provide tech and customer teams with:
And, of course, an SF Project Manager is expected to have general knowledge about the ecosystem products for understanding the implementation & delivery processes. It adds confidence in negotiations with customers and allows for providing actual estimation. Some simple tasks may also be implemented by a PM as a Salesforce Administrator without Devs or a TechLead.
Just imagine a big truck with freight which is running somewhere without a driver. Where is it running? Why is it running? When will it stop?
With no communication, no planning, and no strategy, this truck will never drive to success. So, there are 3 main benefits of established project management for the customer:
Well, every manager has his own set. But for typical tools such as MS Office, I also use MS Project for planning, scheduling and controlling implementation, but more often I use Jira to plan, track, and manage projects and Miro board for roadmaps visualization. I also need all messengers for communication with customers. And Canva is great for customers’ presentations.
I try to follow my colleagues' advice and use different tools, if they are convenient I will add them to my set with great pleasure.
Trustworthy cooperation is the main goal of each project.
Usually 77% of satisfied customers recommend your company to potential customers. It is not only about expertise, it is also about communication.
So at Twistellar, we all follow the next principles despite any difficulties we meet:
Choose the style in which you communicate wisely. If customers do not understand your intentions or ideas, they will most likely refuse to take the desired actions. Misunderstanding is the biggest enemy of successful collaboration.
Sometimes we need to explain what and why we are doing so that the customer is aware of the process and project trajectory. Coordinate the theses and results to make sure that you are talking and thinking about the same thing.
This is an approach we use at all our projects. In case of emergencies, it should be even faster. Consistent and fast replies to clients build a bond of trust.
It is meaningful in terms of excellent communication to set milestones and to keep customers informed about all deadlines and timelines. And it shouldn’t take more than one day. Thanks to this, a PM will know how to plan his work and to who to assign tasks. It will also help customers to know the current status, making the project path more transparent.Check out another amazing blog by Twistellar here: Pardot VS. Marketing Cloud: Differences and FAQs [INFOGRAPHICS]
Being on the same page is the key to making any project a success, so we should be very attentive to the client’s ideas. All communications should be honest and open, we mustn’t hide difficulties if we have any. The client must be aware of both successes and failures. The main thing is that he knows that everything can be fixed, how it will happen and that the decisions will be made jointly.
Our customers appreciate our honesty and transparency.
This advice seems to be so basic by default. But I never stop repeating that memory can fail! We are all human beings, so I recommend fixing important agreements, conditions, and obligations. If you want the client to trust your promises, they must be kept. So prevent your head from spinning! Fortunately, any project manager has a wide range of tools available for that. Agree with the client about the procedures, and you will get rid of discords.
So now you know what exactly smooth project management provides to customers, and what approaches we apply at Twistellar.
✅ You can learn more about our approaches to cooperation here.
We hope this article will be useful for all the Salesforce project managers and anyone who has at least once been involved in the development or implementation of Salesforce projects.
There was a problem reporting this post.
Please confirm you want to block this member.
You will no longer be able to:
Please note: This action will also remove this member from your connections and send a report to the site admin. Please allow a few minutes for this process to complete.