Customer-Centric Project Management



customer-centric-pmBook Title:  Customer-Centric Project Management

Author:  Elizabeth Harrin and Phil Peplow

Publisher:  Gower Publishing Company

List Price:   US$44.95

Format:  soft cover; 115 pages

Publication Date:   2012

ISBN: 978-1-4094-4312-4

Reviewer:  Nazanin Mehrooz, PMP

Review Date:             December 2012

Introduction to the Book

Customer-Centric Project Management raises the importance of value management and customer perception.  Often these areas are more accurate indicators of how successful your projects are than measuring results of the triple constraint alone.  Measuring customer’s perception requires collecting feedback from stakeholders at regular intervals throughout the project lifecycle and not just at the end of a project.  This book shares guidance on how to manage this effort and use the results towards improving success on projects.

Overview of Book’s Structure

The book contains 9 chapters:

  1. Introducing a Customer-Centric Process
  2. Why Customer Count
  3. Why Collaborative Project Management is Not Enough
  4. Measuring Project Performance
  5. Customer Centricity in Practice: A Case Study
  6. Customer Centricity in a Project Management Environment
  7. Refining Your Customer-Centric Approach
  8. Implementing Exceed
  9. Moving Forward with Customer-Centric Project Management 

Highlights: What’s New in this Book

  • Value Management based on customer-centric views
  • Exceed process introduction and steps to effectively gather feedback
  • Tips on refining processes based on various factors in projects and programs

Highlights: What I liked!

Value management based on business needs and customer perception is not typically the focus of most PM.  This book did a good job of covering these topics.   An area often overlooked is how effectively departments within companies serve each other.  The authors did a good job of highlighting the importance of these topics.  


To read entire Book Review (click here)

About the Reviewer

Nazanin-Mehroozflag-usaNazanin Mehrooz, PMP

Nazanin Mehrooz was born in Iran and migrated to the USA where she studied software engineering and worked in both defense and telecom industries.  For the past decade, her focus has been IT Application Support, Operations and Service Delivery Management.  Nazanin is an active volunteer for the Dallas and Ft Worth PMI chapters.  She can be contacted at [email protected]

Editor’s note:  This book review was the result of cooperation between the publisher, PM World Inc and the Dallas Chapter of the Project Management Institute (www.pmidallas.org). Publishers provide books to PM World, books are delivered to the PMI Dallas Chapter where they are given to chapter members who commit to providing a book review in a standard format; the reviews are published in the PM World Journal and PM World Library.  Since PMI Dallas Chapter members are generally mid-career professionals, they represent the intended audience for most PM books.  If you are an author or publisher of a book related to program or project management, and would like the book reviewed through this program, please contact [email protected].