Customer satisfaction - a partnering approach - H K Muralidhara - Prakash Padmanabhan Fusion Software Engineering, Bangalore

Earlier scenarioCurrent scenario Customer Solution Provider Partners working together Customer Solution Provider ConsumerSupplier Transformation

Understand customer completely Increasing complexity - technological - business - environmental Building relationships Need to partner Customer relationship management – a critical focus area Many people involved in this

Typical organisation Multiple lines of communication No single person has a complete “ feel ” of the project How does one ensure Customer Satisfaction and who is responsible ?? Project team Project Manager Customer - Senior management - Business development - Marketing - Support

Customer (“Account”) being managed Single point interface Two hats ; - internal (project team/senior management) - external (customer) Responsible for customer care and satisfaction Account management Project team Project Manager Customer - Senior management - Business development - Marketing - Support Account Manager reduce

Activities Pre-proposal study Delivery commitments Requirements study/analysis Resource management Contract management

Activities (contd.) Customer commitments Quality planning Testing Work/life balance Logistics Functional traceability

Continuous hand-holding of the customer Ability to see the “big picture” Ensures the system will satisfy customers requirements Co-ordinates all activities between team, customer, senior management and others Advantages

Single point interface with complete control of project Value addition by way of managing costs Feedback to senior management on project financials Budgeting and forecasting Advantages (contd.)

X = factor for indirect offshore costs decided by senior management from time to time Y = factor for indirect onsite costs decided by senior management from time to time

Bonuses of Account Management Management reporting and control Saving of quality time for senior management Multiple accounts – multiple projects handling capability Identification of reusable resources Work/life balance

has previously been involved in all stages of the SDLC has handled projects in diverse areas good inter-personal skills understands technology capable of adding value in QA, Requirements management, testing etc. ability to understand business domains conversant with handling international projects knows the company well Typical profile

Expand the practice to other activities in the organisation Evolve Account Management as a key practice in Software Delivery What next ?

H K Muralidhara - Prakash Padmanabhan - Thank You