Management Fix: Customer Needs and Wants Elicitation

We believe the Management Fixes are common and typical so every description is created and adapted from articles, blog posts and definitions from other sources and authors.

This week’s MngtFix is…

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This week’s “Customer Needs and Wants Elicitation” is a straightforward and obvious solution when you want to satisfy the customer.

By definition, customer needs are problems that customers intend to solve with the purchase of a good or service.
(Extracted and adapted from

The elicitation process is the act of interacting with customers to find out the requirements, what services should provide, and the other constraints.
(Extracted and adapted from

Why customer needs and wants elicitation process is so important? Because many stakeholders are unable to articulate the business problem accurately. That’s the reason why the customer needs and wants elicitation process needs to ensure that the requirements produced are understandable, useful, and relevant.

A well-defined problem and precise requirements will go a long way to creating the correct solution that adds value to the business.
(Extracted and adapted from

The elicitation is a critical activity because requirements determine whether or not the customer is happy.
(Extracted and adapted from

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(Extracted and adapted from

If you want to satisfy your customers, you need to know what they want.

Known Associates

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This MngtFix has been mentioned with many MngtBugs such as…
“Undefined Project Quality”,
“Customer Dissatisfaction”,
“Lack of Service Quality”,
“Lack of a Customer-Oriented Culture”,
“Lack of Customer Communication and/or Involvement”,
and of course “Lack of Customer Needs Definition”!

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Written by

Eduardo Espinheira is a Consultant, Facilitator, Manager, Public Speaker, Creator of the Management Bugs&Fixes and the Machiavellian PM Stories

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