Page 397 - Global Project Management Handbook
P. 397
Evaluation of customer Marketing satisfaction survey The customer-oriented early warning Sales Customer releationship indicators are increasing in significance. management In many organizations, quality awareness Marketing Market analysis is already linked to customer requirements. Marketing Ev
Customer Perspective Finance Perspective
Customer satisfaction survey Rate of repeat contracts Turnover/turnover by market Customer satisfaction survey Number of new customers Sum of all project costs Earnings before interest and tax (EBIT) Planned budget/actual budget Risk/turnover Net turnover
Customer satisfaction Customer loyalty Market share in project business Image as project- oriented organization Customer acquisition Project portfolio costs Project portfolio results Project portfolio budget Project portfolio risk Project portfolio turnover increase
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