Management: Customer Relationship Planning

CUSTOMER RELATIONS PLAN OUTLINE
Use the following outline to prepare a comprehensive Customer Relations Plan.

1.0 PROJECT SCOPE
In this section, insert the project Scope Statement, or provide a brief summary of the project, including a description of work to be accomplished, the customer’s goals and objectives for the project, a high-level description of how goals will be met, and other pertinent information.
2.0 CUSTOMER ACTIVITY PHASES
The customer activity phases should build upon each other. Particular attention should be paid to the transition points between phases, when responsibility for primary project contact changes.
2.1 Precontract Phase. Immediately after the decision is made to proceed with a proposal to close on the sales opportunity, the Project Manager and the Solution Sales Specialist (or Services Sales consultant) draft an initial Customer Relations Plan covering precontract planning, postcontract planning, implementation, and life cycle management (LCM).
Identify a member of the Project Team, ideally the Project Manager, to develop and track progress against the building of a sound, mutually beneficial customer/supplier relationship to support the project. This responsibility should be shared by an appropriate member of the Customer Sales Team.
Insert names and contact information for identified Project Team and Customer Sales Team representatives.
2.2 Postcontract Phase. Major contact activities include conducting a customer kickoff meeting and finalizing the baseline Project Plan.
Insert description of responsibilities and procedures for customer contact during this phase. Include frequency of formal meetings, process for calling ad hoc meetings, and guidelines and contacts for casual interactions.
Insert contact information for major customer contacts during this phase.
2.3 Implementation Phase. Insert description of responsibilities and procedures for customer contact during this phase. Major contact activities include managing changes to the project, preparing and installing customer sites, training customer personnel, and performing customer testing and acceptance procedures. Include frequency of formal meetings, process for calling ad hoc meetings, and guidelines and contacts for casual interactions.
Insert contact information for major customer contacts during this phase.
2.4 Close-Out Phase. Insert description of responsibilities and procedures for customer contact during Close-Out. Major contact activities include transitioning, satisfaction review, follow-up, and monitoring of process development
2.5 Life Cycle Management. Insert description of responsibilities and procedures for customer contact during LCM. Every aspect of LCM is centered around customer contact, so this phase presents the greatest opportunity for nurturing customer satisfaction and building long-term relations. Include frequency of formal meetings, process for calling ad hoc meetings, and guidelines and contacts for casual interactions.
Insert contact information for major customer contacts during this phase.
3.0 SCHEDULE
Insert major milestones and target dates for formal customer contact throughout the project.