Questions tagged [customer-satisfaction]

For questions about customer satisfaction (a measure of how products and services supplied by a company meet or surpass customer expectation).

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0answers
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Principles of modern quality management and their repercussions

Hi everyone I'm looking for some help with my upcoming exam, I'm struggling to think of answers relating to quality management.. A question on my previous project management exams goes like so: "...
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4answers
90 views

How to investigate who don’t like my product and why not like it? [closed]

I manage an online product, which has a lot of customers. However I feel the adoption rate is not high enough and want to investigate who don’t like it and why not. I believe there are 4 types of ...
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3answers
175 views

How to make the Product Owner realize that he doesn't put focus on the right customer at all?

I'm Technical Leader for a software project dedicated to manage the "VIP people"-yearOfWork of a big company. Basically, to make it simple for this post, the project is a mix of a social network (...
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3answers
110 views

How to deal with customer (dis)satisfaction and formal agreements amidst large rotation in small teams?

Working in outsourcing model I wonder what are your experiences with fluctuation on vendor's team level. Assuming smaller teams (up to 20 people) when team rotation on vendor's side reaches e.g. 30% ...
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5answers
517 views

How to decide what features should be in MVP? [closed]

Is there any technique to make a decision whether to include the feature in MVP or not?
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1answer
459 views

How do I sell Project and Program Management to my customers [closed]

I am looking for a presentation that would list the benefits / Value-Add of a Project Manager for a single project and Program Management for multiple related projects. I'm looking for a "WOW we ...
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2answers
1k views

How to measure customer satisfaction in Scrum?

We use Scrum and we make software products for other companies (I guess it's called B2B). So, first subquestion: Who should be satisfied by the Development Team: the Product Owner or the Stakeholders?...
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3answers
4k views

What are the disadvantages and advantages of the MoSCoW model?

I*ve used the MoSCoW model (but I'm not project manager, I'm developer) and I think it is good. But I also think that you can tell me more and perhaps find a drawback that I didn't think of while I ...
5
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2answers
214 views

Who needs to pay overtime caused by bugs from software we used in an implementation?

Consider: We are implementing an ERP for a customer, and we had some bugs that make us lose a lot of time. They were not a result of our modification but on the base software. We had overtime on some ...
4
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2answers
2k views

In Scrum, should we have a Customer Acceptance Testing (CAT) stage by the Product Owner?

In our Agile/Scrum process, should we have a Customer Acceptance Testing (CAT) stage when the Product Owner looks at what has been developed and acknowledges that it meets all acceptance criteria?
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5answers
2k views

Handling difficult customers

Questions How to reject customer requirement/highlight to them that is outside our job scope even though they feel we are able to do it? How to explain to customer why our charges is higher when ...
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2answers
329 views

How can small teams elicit high quality soft Non Functional Requirements?

Clear, coordinated, requirements are closely correlated with successful project closure. Small teams can experience several obstacles to developing and managing requirements during the initiation ...
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6answers
3k views

What are the techniques to elicit requirements from customers who don't understand their needs?

Question: How do you prevent a situation where you have to produce work-product work first and get client feedback before getting on the right track to meet their needs? Are there any techniques to ...
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1answer
131 views

Is it wrong to collect user's IP addresses for registration purposes? [closed]

I develop software and release it under a simple license that allows people a free copy as long as it remains for personal use only. I was thinking of setting up a registration server where the ...
7
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6answers
238 views

No free people to work on time&material type of contract

A small company signed time&material type of contract with client A which basically guarantee that 3 people would work on project for the client. The cooperation lasts a few quarters already and ...
20
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10answers
3k views

Clients do not respond. How to manage that?

I am currently a Project Manager at web development company working on always more than one project (rarely big project for more than 3 months and most often small project up to 1 month). As we open ...
5
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6answers
143 views

What criteria should be considered when deciding to do work which goes beyond project scope?

Answering my recently asked question whether to "deliver results when finished significantly prior to the agreed deadline", Smandoli suggested to fill the slack with "Look for places to exceed ...
5
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3answers
200 views

Customer management and communication - how to keep things productive?

I am managing a project for a big company. The sales manager, who is supposed to be my POC, is not co-operating and actually causes many delays. I know I can send a lot of emails to everybody, ...
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6answers
2k views

What are Some Tools and Techniques for Communicating Product Updates to Existing Customers?

I am a product/project manager for a product we've created. We have customers using the product, which we are continually updating as it is Web based. What are some tools and techniques for managing ...
6
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1answer
2k views

What is the relationship between the Kano Model and Quality Function Deployment?

I've read a bit about the Kano Model, and seen pictures, etc: but how is this connected to the idea of Quality Function Deployment. How do you integrate the ideas behind the Kano model into QFD? ...