Novosibirsk, Russian Federation
Novosibirsk, Russian Federation
The article introduces a new strategic and operational method to organize customer relationships in an outsourcing IT company. Customers are classified into long-term active clients, long-term passive clients, and short-term clients, i.e., according to their project involvement and interaction scope. Such components as Communication and Business serve as strategic characteristics, while Communication, Project, and Initial Data are operational characteristics. These components have the greatest impact on the way companies plan their relationships with customers in operational and strategic aspects. Based on their empirical experience in the field of IT outsourcing, the authors propose a priority of metrics that characterize these components. The new methodology allows IT companies to increase the efficiency of their project activities of by monitoring the maximal coefficients, as well as to plan their optimization. This method is especially efficient for projects that last longer than one year. It can be applied together with other project assessments and relevant metrics.
outsourcing, IT company, project management, customer relations, communications, tariff rates, strategic customer metrics, customer operational metrics
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