This module is designed for those who want to develop customer management skills in IT projects and build long-term, trusting relationships with customers.
The module is suitable for project managers, team leaders, IT professionals, students and business representatives who work in direct contact with customers and are responsible for them.


About the module
Customer satisfaction in IT projects depends not only on the technical result, but also on communication, agreements and the way expectations are managed. This module presents the main principles of working with customers, from documentation to negotiations and signing contracts.


This module helps to understand:
how to make customers happy through the right expectation management,
what role documentation and negotiations play in working with customers,
how to distinguish between free and paid changes,
how to say "no" and not lose customers,
and how to draft and sign contracts.


Module main topics
How to make customers happy
Managing expectations and building trust
Documentation and negotiations
Clear agreements and communication
Free and paid changes
Defining changes and calculating the cost
How to say “no” and not lose customers
Maintaining boundaries and managing relationships
Drafting and concluding contracts
Contract processes and legal bases
As a result, participants will be able to
Build effective customer relationships,
Manage customer expectations during projects,
Implement clear documentation and negotiations,
Protect the interests of the project and the team without losing customers.
This module is part of the IT Project Management program and contributes to the formation of a customer-centered, communicative and responsible project mindset.
The goal of the module is to help participants actually apply customer management tools and approaches during the implementation of IT projects.