Overview of the softer skills affecting customer retention with large software development projects.

1. Factors in project management influencing repeat business IASTED SE 2009, Innsbruck Jaap van Ekris, Senior Consultant [email_address]

3. Retaining customers is a hard job

4. Main focus of project leaders

6. What composes customer satisfaction Delivery Quality Product Quality Functionality

15. Important factors for satisfaction Area’s most contributing to respondents satisfaction Importance for satisfaction 1 st 2 nd 3 rd 4 th 5 th 6 th System functionality 4 1 1 Accuracy of system 1 2 1 Reliability of system 1 2 2 Reliability of supplier 1 1 Empathy of the supplier 1 1 Interoperability of the system 2 1 Responsiveness of the supplier 1 1 Security of the system 1 Tangibles 2 Response speed of the system 1

17. Critical incident attribution Mentioned in the CIT, but not attributed to any specific factor F Mentioned in the CIT, but not attributed to any specific factor E Attributed to Empathy D Attributed to Reliability C Mentioned in the interview, but not attributed to any specific factor B Mentioned in the CIT, but not attributed to any specific factor A Attribution Respondent Critical Incident : Resistance to design changes