How projects managers can learn to manage Customer Expectations?


Base assumptions that customers make about services and products you deliver to them are called customer expectations.

A few examples of customer expectations:

  • Security & Privacy: A customer of a messaging app may expect that their messages to friends and family are private

  • Usability: Customers accustomed to touch screen interfaces may expect a tap zone around each element such that things don't need to be tapped with unreasonable precision.

Managing these customer expectations is a recurrent task for project managers throughout the project lifecycle. There are many different ways to manage these expectations, and it is important to determine which method (or combination of methods) will work best with your customers and stakeholders. How you manage your customer’s expectations will to a great extent determine the relationship you have with the customer.


  • How projects managers can learn to manage Customer Expectations?

    • Major Findings from Past Empirical Studies on Customer Expectations

    • Customer Expectation Alignment with Today’s Economy

    • Own Findings

      • Step 1: Set the expectations in initiation phase

      • Step 2: Manage the customer’s expectations during the whole project lifecycle phase

      • Step 3: Make your evaluation at the end of every project

  • Conclusion

The Author


Sandy Everaerts,  has 19 years experience, and worked for leading companies in the Banking & Insurance sector. She has a background in both Business and IT as PMO, project manager & SCRUM Master.
4-lingual NL/ENG/FR/GER with a Master’s degree, relevant project management certifications Sandy joined Initio in 2017 as Senior Manager in charge of the Business Line Governance & Projects.