Effective customer engagement is paramount to the success of any Technology & Transformation (T&T) program. A well-structured governance model ensures alignment, facilitates communication, and paves the way for a smooth and productive journey. Here are three critical steps to establish robust customer governance:
1. Establish Clear and Empowered Governance
- Define Roles and Responsibilities: Clearly outline the roles and responsibilities of key stakeholders on both the provider and customer sides. This includes decision-making authority, communication channels, and escalation paths.
- Empowerment: Ensure that the customer counterpart has the authority to make decisions and commitments on behalf of their organization. This individual acts as the primary point of contact and advocate for the T&T program within the customer’s organization.
- Streamlined Communication: Establish clear communication channels and cadences to facilitate seamless information flow between the provider and customer teams. This includes regular meetings, progress reports, and a shared platform for collaboration.
2. Create a Customer Stakeholder Map
A stakeholder map is a visual representation of key individuals within the customer’s organization and their influence on the T&T program. It helps to:
- Identify Key Players: Pinpoint the customer counterpart, sponsors, influencers, and potential blockers.
- Customer Counterpart: The primary point of contact responsible for leading the program from the customer side.
- Sponsor: A senior leader within the customer organization who champions the program and provides support.
- Influencers: Individuals who can impact the program’s success through their opinions or actions.
- Potential Blockers: Individuals who may resist the program or its outcomes.
- Understand Relationships: Visualize the relationships between stakeholders and their potential impact on the program.
- Tailor Communication: Develop targeted communication strategies for different stakeholder groups based on their level of influence and interest.
3. Define an Escalation Path
- Proactive Issue Resolution: Establish a clear escalation path for resolving issues and roadblocks that may arise during the program.
- Multi-Level Escalation: Include various levels of escalation, starting with the customer counterpart and program manager, and progressing to higher levels of management if necessary.
- Timely Resolution: Define timelines for addressing escalated issues to ensure prompt resolution and minimize program delays.
By following these three critical steps, you can establish a strong foundation for customer governance, fostering collaboration, mitigating risks, and ultimately driving the success of your T&T program.