The five maxims of project satisfaction

Software development projects are notoriously poorly managed. It is not uncommon for projects to be delivered late and over budget by a factor of 50% to 100% ‐‐ in fact, in some software development organisations it is expected or even regarded as normal. The paper aims to fuse traditional project management theory with customer satisfaction principles most often applied within marketing disciplines. By thoroughly understanding the motivations of stakeholders and adopting a customer‐focused approach, a project manager can begin to effectively manage expectations and reduce overall stakeholder dissatisfaction.