Not every problem in a project is technical. Sometimes the code moves forward, but the client doesn't know what's happening. Sometimes there's a risk known to the team that hasn't been communicated yet. Communication and relationship are also part of managing technology.
Transparency increases predictability
A healthy relationship needs to make progress, next steps, risks, priorities, decisions, and changes visible. Fasters' Relationship area was structured to act as a bridge between the client, Operations, Technical, Sales, and Finance.
Satisfaction needs to be tracked
Waiting until the end to ask whether the client was satisfied can be too late to fix problems. Fasters' structure includes mechanisms like NPS, CSAT, and qualitative feedback to track perception.
Relationship doesn't replace delivery
Communication doesn't make up for a poor product. But a good delivery without communication can also create insecurity.
An informed client can take part in decisions better. An informed team can execute better.
Does this challenge exist at your company?
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