For a project manager overseeing a customer experience project where customer satisfaction is a significant issue, it is crucial to first confirm the existence of the issues reported by customers. Conducting a survey and other analyses helps in understanding the root cause of the customer queries and ensures that the solutions provided are targeted and effective. This approach is supported by the PMBOK Guide, which emphasizes the importance of accurate data collection and analysis for project decision-making1.
Once the issues are confirmed, deploying solutions that can track, prioritize, and resolve queries promptly is essential. This aligns with the principles of effective project management and business analysis, which advocate for the use of tools and techniques to manage and address stakeholder concerns efficiently23. By implementing such solutions, the project manager can ensure that the customer service team is not overwhelmed and that customer satisfaction is improved.
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PMBOK Guide - Seventh Edition1
The PMI Guide to Business Analysis2
PMI Professional in Business Analysis (PMI-PBA) Reference Materials3