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In an earlier paper, the author pointed out that customers/clients do not feature nearly as prominently in the program/project literature as stakeholders as large. Indeed, they are often listed as just another set of stakeholders. The author put a case for more attention to be given to the importance of customers in the program/project context, and proposed a customer/client classification to hopefully facilitate this. Parallelling the above, there is little material in the mainstream program/project literature about processes for identifying/verifying the needs of customers in their broader business (or equivalent) contexts, before undertaking the work of specifying the requirements of the products or services (delivered via programs/projects) that will best contribute to satisfying those needs.
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