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	<P><center>Managing Customer Expectations</center></P>

	<P><font size=2 color=RED><b>Customers.</b> </font>
	<font size=2 color=black>
	You can't survive without them and yet they can frequently cause
	disruption and chaos on software projects. They change their minds often
	and sometimes don't know what they want  - but when they see it, they'll
	let you know. Sound	familiar?</P>

	<P>Managing customer expectations is a difficult and challenging task
	for many organizations. Most organizations fail to recognize that 
	managing customer expections is something they should be doing.	</P>

	<P>One of the key aspects of becoming a predictable software development
	organization is learning to <b>manage customer expectations</b> so that
	you can	delight your customer by consistently meeting or exceeding their
	expectations. This is especially difficult for start up firms.</P>

	<P>The following two points can help you improve your organization's
	ability to manage relationships with customers:</P>

	<LI><font color=RED><b>Customer expectations need to be clearly defined,
	agreed to, and communicated consistently.</b></font></LI>

	<P>Many software companies have sales people that are out of control.
	These folks often promise customers anything just to close a deal.
	Engineering	is frequently left to pick up the pieces. Organizations need
	to learn to	set reasonable customer expectations that can actually be
	met. This may mean providing sales people with incentives based	on
	delivering what was promised, not on just closing deals.</p>
	<p>
	People who talk with customers need to know what these expectations
	are and should reinforce them with the customer at every opportunity.
	When deciding on where to set expectations, its far better to set them
	lower and consistently meet or beat them than to set expectations too
	high and rarely meet them. </P>

	<LI><font color=RED><b>Ensure that customer expectations are reflected in
	project documents.</b>
	</font> </LI>

	<P>Frequently, project teams are the last to find out exactly what was
	promised to customers. And they usually don't find this out until it's
	too late. Customer expectations need to become part and parcel of project
	documents (like requirements specs, test plans, etc.) so that everyone
	knows what they are.</P>

	<P>Successful organizations have learned how to effectively manage
	customer expectations so that they deliver products that consistently
	meet or beat customer expectations. This is what makes customers happy.
	And happy customers are repeat customers.</P></FONT>
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