| Flap 1 | Flap 2 |
| CRM Project Pipeline | Sales,
Envision & Plan,
Design,
Develop,
Deploy,
Stabilize |
| Iterative Development | Requirements, Design, Build, Test, Deploy, Evaluate |
| Perspectives: Project Team | Development Platform |
| Perspectives: Management Team | Reporting Tool |
| Perspectives: End Users | Productivity Tool |
| Preparation | Prepare, Brief, Execute, Debrief |
| NPS: Definition | Net Promoter Scores are a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research. |
| NPS #1 | Build a real relationship with each client, based on open and honest communication |
| NPS #2 | Make sure you understand the business impact of what you are doing, and feed that to them all the time |
| NPS #3 | Know your customer and how they think... know who you should make look like a hero |
| NPS #4 | Understand each client's politics: authority levels, corporate culture, "centers of gravity", etc |
| NPS #5 | Constantly identify, assess and mitigate risks |
| Taxonomy | Taxonomy is the practice and science of classification |
| Critical Lists | Outstanding Issues, Risks w Mitigation strategies, Phase 2 items, Open action items, Stakeholder decisions |
