Customer/End User
The customer or end user is the person or organization that will use the project's product, service, or result and whose satisfaction is a primary measure of project success.
Explanation
Customers and end users are among the most important external stakeholders because the project ultimately exists to deliver value to them. Their requirements define what the project must produce, and their satisfaction determines whether the project is considered successful, regardless of whether it was completed on time and within budget.
It is important to distinguish between the customer (who pays for or commissions the deliverable) and the end user (who actually uses it). They may be the same person or entity, but often they are not. For example, a company executive may commission a new software system (customer) while the employees use it daily (end users). Both perspectives must be captured in requirements.
In agile approaches, customer involvement is continuous. The product owner often represents the customer and prioritizes the backlog based on customer value. Regular demonstrations and feedback loops ensure that the evolving product meets customer expectations. In predictive approaches, customer requirements are gathered upfront and validated through formal acceptance processes.
Key Points
- •Defines project requirements and measures of success
- •Customer (who commissions) and end user (who uses) may differ
- •Satisfaction is a primary success metric regardless of schedule or budget performance
- •Agile emphasizes continuous customer involvement; predictive uses formal acceptance
Exam Tip
If an exam question asks what determines project success, customer satisfaction is always a key factor. A project delivered on time and budget but rejected by the customer is not successful.
Frequently Asked Questions
Related Topics
External Stakeholders
External stakeholders are individuals or groups outside the performing organization who are affected by or can influence the project, such as customers, suppliers, regulatory bodies, and the public.
Stakeholder Expectations Management
Stakeholder expectations management is the ongoing effort to understand, document, communicate about, and align stakeholder expectations with what the project can realistically deliver.
Project Sponsor
The project sponsor is the person or group who provides resources and support for the project, is accountable for enabling success, and serves as an escalation path for issues beyond the project manager's authority.
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