How to Manage Client
We're all guilty of sometimes hearing what we want to hear - but when it's a client, is it their fault or ours? Now there's not a lot you can do to change how other people interpret information, so let's assume the onus is on us to make sure this doesn't occur.
We need to be crystal clear in our communications and have a something in writing to back us up, such as a Terms of Reference (TOR), Scope Document, Statement of Work or Requirements Specification - one of the essential deliverables of the requirements investigation phase of a project.
However, the title of the document isn't as important as what's in it - and who signs it off.
In terms of content, typical headings will cover:
Business problem/opportunity - This is the first thing a business manager will read so it needs to be relevant and expressed in business terms. If it's a problem then what's it stopping us from doing - what's the impact on customers, on the organisation and on staff?
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