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Measuring customer benefits in dollars and cents or in Euros is one way of looking at a complex topic like customer satisfaction. However, it hardly does justice to it. How is it that despite everybody's best intentions many projects leave you with a metaphorical stale taste in your mouth? "I didn't actually expect it to be like that" is one customer response that expresses this uneasiness.
The crux of the problem is inadequate requirements analysis. People start fine-polishing the details of implementation and prices and deadlines and hope that the task will define itself. IT assessment is one service that doesn't result in an order but rather in concrete analyses with defined or alternative solutions. In this connection, the results of an IT assessment can be clearly derived, since the methodical approach stays transparent.
The benefits are obvious: you work out in conjunction with the most important customer groups all your targets including the detailed ones you fix the assessment criteria early and, if there are contradictory requirements, you define compromise formulas. You examine together the boundary conditions and discover the optimization potential. On this basis, you can set up projects that not only have a higher level of customer acceptance, but also bring significantly greater benefits measured in dollars and cents.
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