The first characteristic of a successful project leader is to be completely and unrepentantly obsessed with the customer.
There is no answer inside the building. Getting project team out swimming in the customer's fishbowl is critical to enabling each person on the team to make decisions in alignment with real customer problems, wants and needs.
Typical Response of Ignoring Customer
Customer? What customer? Oh, shoot, we were so darn busy that we forgot about the friggin' customer!
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