How do you use scope management to improve customer loyalty?

1 Collect requirements

The first step of scope management is to collect and document the requirements of the project, which are the features, functions, and specifications that the customer wants and needs from the product or service. To collect requirements effectively, you need to communicate with the customer frequently, use various elicitation techniques, such as interviews, surveys, workshops, or prototypes, and involve all the relevant stakeholders, such as users, sponsors, or experts. By collecting requirements, you can understand the customer's expectations and needs, align them with the project objectives and scope, and establish a baseline for measuring the project performance and quality.

2 Define scope

The second step of scope management is to define the scope of the project, which is the detailed description of the work that needs to be done to deliver the product or service that satisfies the requirements. To define scope, you need to analyze the requirements, identify the deliverables, break down the work into manageable units, and document the scope statement, which defines the boundaries, assumptions, constraints, and exclusions of the project. By defining scope, you can clarify the project scope, avoid scope creep or gold plating, and communicate the scope to the customer and other stakeholders.

3 Create WBS

The third step of scope management is to create the work breakdown structure (WBS), which is a hierarchical decomposition of the project scope into smaller and more manageable components, called work packages. To create the WBS, you need to use the scope statement and the requirements as inputs, and apply the 100% rule, which states that the WBS should include all and only the work required to complete the project. By creating the WBS, you can organize the project scope, assign responsibilities and resources, estimate costs and durations, and monitor and control the project progress and performance.

4 Validate scope

The fourth step of scope management is to validate the scope of the project, which is the process of obtaining the customer's formal acceptance of the completed deliverables. To validate scope, you need to review the deliverables with the customer, compare them with the requirements and the scope statement, and document any changes or issues that arise. By validating scope, you can ensure that the deliverables meet the customer's expectations and needs, resolve any discrepancies or conflicts, and enhance the customer's satisfaction and confidence.

5 Control scope

The fifth step of scope management is to control the scope of the project, which is the process of monitoring and managing any changes or variations that affect the project scope or the baseline. To control scope, you need to use various tools and techniques, such as change requests, change control board, change log, variance analysis, or performance reviews, and follow a formal change management process that involves identifying, analyzing, approving, and implementing changes. By controlling scope, you can prevent or minimize scope creep or gold plating, maintain the integrity of the baseline, and manage the customer's expectations and feedback.

6 Nurture loyalty

The sixth and final step of scope management is to nurture the customer's loyalty, which is the result of delivering a product or service that exceeds the customer's expectations and needs, and creating a long-term relationship that is based on trust, value, and satisfaction. To nurture loyalty, you need to use various strategies, such as providing consistent quality, offering additional benefits or incentives, soliciting and acting on feedback, addressing issues or complaints promptly and effectively, and showing appreciation and recognition. By nurturing loyalty, you can increase the customer's retention and referrals, reduce the customer's churn and costs, and improve the customer's advocacy and loyalty.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?