Human Processes

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Initial customer contact


The dish

Initial customer contact


  • The customer
  • The new system


The aim of the current phase is to set up general guidelines for the first contact with the customer.

There are mainly two different ways to initiate this contact:

1. The customer investigates the market for developers and makes contact

2. The developer/the development company addresses companies directly to sell projects

Re item 1: In this situation, the customer has the lead, and the developer must react on first impressions, references and other information the customer has about the developer. It is therefore very important that the developer does a good job and sells his skills in the right way by giving the customer a good and confidence-inspiring picture of the developer's ability to solve the problem.

Re item 2: In this situation, the developer/development company initiates the contact. Therefore, it is very important that this approach to the customer is relevant and well prepared. The first contact must be performed with a very high level of professionalism and humbleness.

Below, we will provide you with some general guidelines for establishing a good initial contact:

Are we, the development company, right for the project? If not, suggest to the customer other development companies within our network > EXIT.

1. If you are right for the job, start gathering information for the first meeting by following a list of relevant questions to which the developer needs to know the answers before the actual project is launched. Suggest to the customer a date and an agenda for the first meeting. Then, write a short summary as well as a date and agenda for the coming meeting and email it to the customer.

2. Design the first meeting with the customer:

  • Make a list of questions
  • What is the profile of the person we will be communicating with at the meeting?

The first meeting with the customer, meeting #1: Make a 'respectful' and 'humble' arrival.

1. Go through the agenda together with the customer and suggest three more points

  • A description of the EUDP philosophy
  • A description of your company (the developer)
  • Contracting

2. Agenda (EUDP)

  • Confirm the project relevance > EXIT
  • Do the participants have the necessary decision competence? > EXIT (new meeting)
  • Short presentation of the development company. Experience in the field (customer trust)
  • Describe the project together with the customer:
  • Draw a rich picture
  • Draw storyboards
  • Use the list of questions

3. Based on the first joint unified picture of the project, decide to proceed with the project

4. Discuss the preliminary contract

  • Phases
  • Type of quotation; 'pay by time' and fixed price

5. Set a time for the draft of the contract

6. Summarise and end the meeting

7. Make the contract

  • Preanalyse (light)
  • Draw the Rich Picture
  • Make storyboards
  • Make a decision log
  • Make a very short project description
  • Select methods for data collection
  • Describe the degree of customer involvement in the preanalysis phases
  • Make an action plan
  • Make the preliminary contract

8. Customer acceptance

  • Negotiation based on the draft of the contract
  • Acceptance/signing/initiate project
  • EXIT

9. Preliminary contract drawn

  • From this point on, the customer pays