Prioritizing Client Projects Based on Impact

In my early days, I said “yes” to everything. A client would ask for 5 flows and 3 campaigns to be built—immediately—and I’d get started right away, convinced that quick delivery was the key to keeping clients happy. But here’s what actually happened: ▪️ Rushing meant there wasn’t enough time for a well-thought-out strategy. ▪️ Emails were sent without the proper testing or optimization. ▪️ The client got what they asked for, but the results fell short of expectations. That’s when I realized: managing expectations isn’t about agreeing to every request. It’s about slowing down, prioritizing, and leading with strategy. Now, when a client asks for multiple flows and campaigns at once, I approach it differently. I’ll say: “Let’s focus on what will create the biggest impact first. Which flow or campaign ties most directly to your immediate goals? We can start there, test it, and build out the rest step by step.” That shift has made all the difference. Instead of rushing to check off every task, the process becomes thoughtful, and the client sees measurable results—not just a completed to-do list. It’s not about doing more, it’s about doing what matters. Have you faced this kind of situation with a client? How did you approach it?

Got a DM from someone new in a CX role today and thought I’d turn my response to him into a post as it might help others out. They wanted to know how to balance an increasingly heavy workload in CX. Here’s how I approach it and hope it helps you too: Balancing a heavy workload can be a challenge in any role, but there are a few strategies and best practices that have worked well for me over the years. Broke this out below as “strategic” and “tactical” - happy to answer any questions! Strategic: I always start by aligning projects with broader business outcomes you want to achieve - more revenue, efficiency, etc. Prioritize initiatives that will have the greatest impact on both the customer experience and business outcomes. Too many don’t do this. I would recommend focusing on areas where you can deliver the most value for the company, but take a client-friendly design to it. So you increase efficiency by taking out friction in the billing process, for example, but you do it in a way that your customers are looking for or telling you; so that drives your CX metrics and perhaps increases clients’ time to payment. Tactical: Prioritize ruthlessly! I use a prioritization matrix called the Eisenhower Matrix to categorize tasks based on urgency and importance. Plenty on the web re: EM to get you started. This helps in quickly identifying what needs immediate attention and what can be delegated. So, as projects multiply, it’s essential to delegate responsibilities to capable team members; that is if you have a team. So many in CX are teams of one! If you don’t have a team, see if you can organize cross-functional teams where people can contribute their unique skills; this can lead to more balanced execution across multiple initiatives. Utilize automation and AI tools where possible, especially for routine tasks. This can help free up time for higher-level strategic planning. Other things to consider: Implement a system where customer feedback is continuously gathered, analyzed, and acted upon. This doesn’t have to be just surveys. Plenty of data and customer signals you can capture. This keeps your operations aligned with customer expectations in real-time. You should use insights to focus on the highest-impacting areas from your customers’ perspective. Use customer data analytics to guide your strategies, identifying areas for improvement and measure performance and impact on those business outcomes. It’s a game-changer when trying to scale CX initiatives. I hope some of these strategies and tactics help! If you’d like to dive deeper into any of them, feel free to reach out. #customerexperience #management #work #leadership

Let’s face it, not all projects are created equal. If it’s not contributing to revenue, it’s taking away from it. 🚫 Prioritizing projects that directly impact revenue is not just smart; it’s essential. Why? Because time is money! ⏳💰 Every minute spent on a non-revenue-generating project is a minute not spent on growing the bottom line. But here’s the catch: Not all revenue impact is as straightforward as it seems. 🤔 Direct impact? That’s your low-hanging fruit. Think projects that streamline the sales funnel, optimize pricing strategies, or enhance upselling tactics. Indirect impact? Now, that’s the tricky one. These are projects that improve customer satisfaction, brand reputation, or employee efficiency. So, how do you weigh the two? 1️⃣ Quantifiable Metrics For direct impact, look at metrics like Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC), and conversion rates. If these numbers improve, you’re on the right track. 2️⃣ Qualitative Measures Indirect impact is often gauged through customer surveys, Net Promoter Scores (NPS), or employee satisfaction rates. These may not translate to immediate revenue but can pay off long-term. 3️⃣ Timeframe Direct impact projects usually show results faster. If quick wins are what you’re after, prioritize these. 4️⃣ Resource Allocation Indirect projects often require a longer commitment and more resources. Make sure you’re ready for the marathon, not just the sprint. 5️⃣ Holistic View Consider how both types of projects fit into your overall business strategy. Sometimes, a mix of direct and indirect impact projects offers the best ROI. #RevOps #RevenueFirst #ProjectPrioritization #ROI