A project manager is creating a transition plan for a new online customer portal. A key stakeholder suggests focusing only on the internal operational handoff and addressing external customer communications during the execution phase. What is the MOST appropriate action for the project manager to take?
Delegate all external communication planning to the marketing team to handle separately from the project plan.
Postpone the entire transition planning process until the execution phase begins.
Insist on including a detailed communication and support strategy for external customers in the current transition plan.
Agree with the stakeholder to accelerate the planning phase and deal with external communications ad-hoc.
The correct action is to incorporate the external audience into the transition plan from the outset. A transition plan, developed during the planning phase, must consider all affected stakeholders, both internal and external. Failing to plan for how external users (customers) will be informed, trained, and supported can lead to project failure, poor adoption, and customer dissatisfaction. Proactive planning for external audiences is a critical part of risk mitigation and ensuring a smooth go-live.
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