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How can you handle a client's change request without missing the project deadline?

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Change requests are inevitable in any project, but they can also cause delays, conflicts, and frustration if not handled properly. As an account manager, you need to balance the client's expectations, the project scope, and the deadline. How can you do that without compromising the quality or the relationship? Here are some tips to help you manage change requests effectively and efficiently.

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Shaikh Zaid

TOP Voice AI & ML - ?? | Director of Technology @ Groyyo | Ex. Coats Digital, ThreadSol & GlobalLogic | Technology…
Srajan Kumar Saxena

LinkedIN Top Voice - Business Strategy and Customer Retention ?? || 4X B2B SaaS Startup - Business Leader || Driving AI…
Raghuram R Menon

Principal Customer success manager @Docsumo | Driving B2B SaaS Growth ?? | MS in Project/Engineering management| Expert…

1 Clarify the request

The first step is to understand what the client wants, why they want it, and how it affects the project. Ask them to provide a clear and detailed description of the change, the rationale behind it, and the expected outcome. You can use a change request form or template to capture this information and avoid misunderstandings. Also, verify that the request is aligned with the project goals and the contract terms.

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Shaikh Zaid

TOP Voice AI & ML - ?? | Director of Technology @ Groyyo | Ex. Coats Digital, ThreadSol & GlobalLogic | Technology, Productivity & Growth Leader | MEAN & MERN Lover | Traveller, Food Lover & Blogger
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Handling change request should be driven by a Change Request policy. Not every change request can be delivered within the project deadline! Product Managers should evaluate the changes - understanding the CR and getting customer approval is the key here. You should not build something which would again require a CR. One size doesn't fit all, tailor your CR process and ensure that your rules in policy can be followed.

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Raghuram R Menon

Principal Customer success manager @Docsumo | Driving B2B SaaS Growth ?? | MS in Project/Engineering management| Expert in Onboarding/ Project and Customer lifecycle management
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Adeptly handling client change requests without compromising project deadlines is a critical skill for customer success/account management. Begin by understanding and classifying the change, followed by a meticulous impact assessment (Having a detail change request form is important for documentation). Prioritize and classify changes based on urgency and impact, leveraging Project management principles for effective decision-making. Communication is pivotal; transparently engage stakeholders throughout the process. Balancing time, cost, and quality, ensures project integrity. While it is critical to be customer centric, it is also very important to prevent scope creep and ensuring what are the changes that can be really made.

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2 Assess the impact

The next step is to evaluate how the change request will impact the project scope, budget, timeline, and resources. You need to estimate the additional work, cost, and time required to implement the change, as well as the risks and benefits involved. You can use a change impact analysis or a project management tool to help you with this task. Also, consult with your team and other stakeholders to get their input and feedback.

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3 Negotiate the solution

The third step is to propose a solution that meets the client's needs and minimizes the disruption to the project. You need to communicate the impact of the change request to the client and explain the trade-offs and options available. You can use a change order or a revised project plan to document the agreed solution and get the client's approval. Also, be flexible and creative in finding ways to accommodate the change without compromising the quality or the deadline.

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4 Execute the change

The final step is to implement the change request according to the agreed solution and update the project status accordingly. You need to assign the tasks, allocate the resources, and monitor the progress of the change. You can use a change log or a project dashboard to track and report the change activities and outcomes. Also, keep the client and the team informed and involved throughout the change process.

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5 Manage the expectations

A crucial part of handling change requests is managing the expectations of the client and the team. You need to set clear and realistic expectations about what can and cannot be done within the project scope and deadline. You can use a project charter or a scope statement to define and communicate the project scope and boundaries. Also, be proactive and transparent in addressing any issues or concerns that may arise from the change request.

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Antonio Magela Machado Jr.

Professor I Perito Criminal
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Communication is the key point to stabilish alignment and satisfaction among client. An additional effort must be done by project management clearifying the demand specification, relation and impact with project track. A honest and clear communication is the path to keep client satisfaction. Trough presenting scénarios and probable outputs will bring the idea of real benefit and generate value on any change to be decided by the client after all. Management of the communication is the right path trough change management process.

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6 Learn from the experience

A valuable part of handling change requests is learning from the experience and improving your skills and processes. You need to review and evaluate the change request process and identify what worked well and what can be improved. You can use a change evaluation or a lessons learned session to collect and analyze the feedback and data from the change request. Also, apply the lessons learned to future projects and change requests.

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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?

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Srajan Kumar Saxena

LinkedIN Top Voice - Business Strategy and Customer Retention ?? || 4X B2B SaaS Startup - Business Leader || Driving AI Based SaaS Innovations for Supply Chain Excellence ??
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Successfully handling a client's change request while adhering to the project deadline necessitates a strategic and communicative approach. Promptly acknowledge Client requests and initiate a comprehensive evaluation of its scope/potential impact on timelines, resources, and budget. Present a detailed analysis of the ramifications of the proposed changes. Prioritize changes based on urgency and importance, negotiating realistic timelines if needed. Efficiently allocate resources, considering task redistribution or additional manpower. Embrace agile project management practices for flexibility, and seek compromises or alternative solutions with the client. Document all agreed changes meticulously and update the project plan accordingly.

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How can you handle a client's change request without missing the project deadline?

1

2

3

4

5

6

7

1 Clarify the request

2 Assess the impact

3 Negotiate the solution

4 Execute the change

5 Manage the expectations

6 Learn from the experience

7 Here’s what else to consider

Account Management

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How can you handle a client's change request without missing the project deadline?

1

2

3

4

5

6

7

1 Clarify the request

2 Assess the impact

3 Negotiate the solution

4 Execute the change

5 Manage the expectations

6 Learn from the experience

7 Here’s what else to consider

Account Management

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