Rebuilding Customer Relationships Through Communication

The relationship between the customer and the program office of a large communication-intensive defense program was strained. Ineffective communications, a lack of shared vision, and program technical issues contributed to a growing lack of trust at the executive level.

Program leadership asked Global Aperture to host a series of workshops to improve communications effectiveness. Presentation development, speaking skills, and customer management training modules were designed to increase focus and customer collaboration on resolving current problems and planning for the future.

The program has since been recognized as a model within the defense establishment and the skills addressed during the Global Aperture workshops have been highlighted directly by the customer in formal feedback. The customer relationship has improved, program users are benefiting from the system, and upgrades are in work.