Like employees, customers represent a category of stakeholders that every project leader needs to approach with consideration. At some point, nearly all project leaders will manage a project creating something designed for use by external customers. If, for any reason, customers are not interested in the product, the project’s ultimate success is threatened.
Understanding the customer experience is one way you can begin to consider customers long before your project’s product is in their hands.
The customer experience is made up of several factors, and each involves how the customer interacts with an organization. As can be seen in the following image, there are both external and internal factors influencing the customer.
