Customer-Centric Project Management


customer-centric-project-manangementBook Title:  Customer-Centric Project Management

Author:  Elizabeth Harrin & Phil Peplow

Publisher:  Gower Publishing Limited

List Price:   US$44.95

Format:  soft cover; 115 pages

Publication Date:   2012

ISBN: 978-1-4094-4312-4

Reviewer:      Conrado Morlan, PgMP, PMP

Review Date:              January, 2013

Introduction to the Book

The book introduces the customer-centric process to support projects, a concept that may be known by many project management professionals but is not widely used. The customer-centric focus will foster frequent communication with customers (stakeholders) during the project to address issues that would impact their satisfaction immediately instead of waiting till the end of the project at the time the lessons learned are consolidated.

The customer-centric process uses the tool Exceed, a spreadsheet in which the top three issues, communication, pro-activity and quality of project delivery are scored by the stakeholders. The customer-centric process applies to projects in any industry and the main purpose is to set a collaborative environment between the project manager who is delivering the project and the stakeholders that will be using the service or product produced by the project.

Overview of Book’s Structure

The book is organized in nine chapters. In the first four chapters introduces the concept of customer-centric process and the tool Exceed, the importance of considering the active collaboration of customers (stakeholders) and measuring the performance of the project based on the level of customer satisfaction.

Chapter five and six discusses the experiences of customer-centric projects and how Exceed supported the project management cycle.

The last three chapters provide additional information about the importance of customer-centric projects, a guide on how to move your organization to a customer-centric supported by Exceed and how to make the customer-centric process sustainable.

Highlights: What’s New in this Book

The introduction of the customer-centric process, how can be implemented in projects and the support tool Exceed. 

Project management professional will find useful how the suggested process will attract project stakeholders to be more active in the project discussions and highlight the areas of improvement that need to be addressed during the project that had a great impact on stakeholders satisfaction 


To read entire Book Review (click here)

About the Reviewer

conrado-morlanflag-usaConrado Morlan 

Conrado Morlan, PgMP, PMP, is a global program and project manager with more than twenty years of experience leading information technology projects for multinational companies in North America, Mexico, South America and Europe. Mr. Morlan’s experience spans the Information Technology, Retail, Finance and Telecommunication industries and he has a wide breath of knowledge in project management topics including leading and managing multi-cultural and virtual teams.  Mr. Morlan was one of the first individuals to achieve the PgMP credential in Latin America and was the recipient of the PMI 2011 Distinguished Contribution Award for his activities and influence in championing Project Management to Spanish-speaking practitioners and organizations.

Mr. Morlan has spoken at several conferences in USA, Mexico and Central America and is a frequent collaborator with Voices on Project Management, PMI official blog.

You can reach Mr. Morlan at [email protected] and follow him @thesmartpms

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].