We have all seen statistics banded areound that are associated with the high rate of project failure. According to a study by Gartner, nearly 40% percent of IT projects fail or are abandoned before completion. There are many larger figures flying around on the same subject. But regardless of the figure - it is very high and a dark cloud over the project management industry.

We have all seen statistics banded areound that are associated with the high rate of project failure. According to a study by Gartner, nearly 40% percent of IT projects fail or are abandoned before completion. There are many larger figures flying around on the same subject. But regardless of the figure - it is very high and a dark cloud over the project management industry.

An area which many programmes seem to lack is Benefits Management. This seems a bit silly when the fundamental reason for beginning a programme is to realise benefits through change; whether it’s to do things in a new way or to do things that will influence others to change.

An area which many programmes seem to lack is Benefits Management. This seems a bit silly when the fundamental reason for beginning a programme is to realise benefits through change; whether it’s to do things in a new way or to do things that will influence others to change.

Many aspects of life rely on communication. School, parenting, relationships, sport, politics, social and business are just a few. The trouble is, when communication is performed poorly or not at all in any of these areas, people and results suffer.

Has anyone asked the customer what they want? Is a question I am often forced to ask. Amazingly this question is often followed by stunned silences or puzzled looks. My business provides business coaching and process engineering. I also train support staff in offshore CRM centers to be customer focused.