In most companies, individual departments or teams believe they hold the key to understanding customer needs more than other areas of the business. But the reality is that different departments simply have a different view into customer expectations and none has an all-encompassing view.\n\nCRM teams and EPMO\/PMOs are not immune to this misconception. When you look at the two roles, both ultimately focus on customer\/stakeholder satisfaction and utilize similar or comparable mechanisms to accomplish this in ways that are meaningful and measureable. It only makes sense if organizations have both CRM and EPMO\/PMO teams that both teams should closely collaborate on projects in order to ultimately align common goals to improve customer satisfaction.\n\nCRM's role\n\nCRM teams use strategies, technologies and information to obtain and improve business relationships with customers in an attempt to further advance business interactions, with the goal of ultimately growing the business.\n\n[ Related story: 6 ways to be a better project manager ]\n\nThe PM's role?\n\nA project manager coordinates all aspects of project initiation, planning, execution, monitoring and controlling, and close out. Within this role, stakeholder management is the primary focus and involves the use of strategies, technologies and information to improve stakeholder satisfaction, as well as, meeting objectives and achieving business strategies.\n\nAligning the CRM and project manager focus\n\nAs with any other business initiatives, the customer's needs should always be the primary focus when it comes to managing projects and CRM activities. It should not come as a shock to hear enterprise project management offices (EPMOs) should be closely working side-by-side with CRM teams to ensure customer concerns are addressed and expectations are met.\n\nThese two groups should not be mutually exclusive, but rather, to some extent, be attached at the hip in an effort to ascertain strategies and initiatives aimed at reaching a complete customer satisfaction rating. Essentially both groups should strive to uphold exceptional customer relationships as well as work towards garnering new customers through positive experience and overall satisfaction. By doing so this provides additional prospects for ongoing improvements that further solidify market reach.\n\nWhat are the primary benefits to both teams?\n\n[ Related story: 8 project management skills in high demand ]\n\nWhat are the primary benefits to customers?\n\nAs it should be, customers eventually benefit from an elevated level of visibility that allows for improved transparency and understanding of various aspects of service delivery. With these areas working together in a synergistic manner, customers may derive a benefit via improved end products or services, a direct or indirect financial gain, or at the very least increased confidence in the company and its products or service offerings.\n\nCustomers are likely to experience improved levels of service as a result of aligned CRM and PM team goals that factor in the necessary processes designed to better achieve excellence. Whether intentional or not, any process improvements are likely be detected by stakeholders\/customers at some stage.\n\nWithin project management, CRM, like multiple components present throughout the project lifecycle, is not a formalized singular specialized area in and of itself. Project managers can greatly benefit from unique input provided by CRM departments who focus specifically on customer relationships day-in-and-day-out. In turn, CRM departments work explicitly on customer relationships and can often miss out on the formal and technical strategic project management aspects that impact those relationships.\n\nBy working together, not only do both teams improve their levels of service, they increase the chances of project and business success through quality, cost, and process efficiencies. These two teams have the capability to pool their knowledge and skills to offer more powerful businesses insights, with a more holistic view into refining overall customer approval and satisfaction methods.