This paper introduces a methodology for project managers to analyze customer engagement maturity and predict customer satisfaction during project execution phase. The audience target for this paper is project managers, account managers, business development managers and delivery executives. The theory presented in this paper was piloted with five live projects of various size and complexity between June’07 and Jan’08. The results show a very high rate of success in predicting customer satisfaction index, which is the main yardstick to assess our service. More importantly, it established a structured approach towards building customer relationship while executing a project.

Key words: Customer Polarity, Predictive Customer Satisfaction, Stakeholder position, Polarity Graph

Anindya currently works in the Culture & Competency group of R&D Services, at MindTree. He works closely with delivery organization to design learning initiatives as solutions to help achieve delivery excellence. He is currently engaged in spreading technical culture in the organization through knowledge sharing, mentoring and other interactive methods.

He has 12 years of industry experience primarily in the systems area and embedded domain is technical and managerial positions. He has worked in Wipro Ltd and IBM India Pvt. Limited before joining MindTree Consulting. He holds an M.Tech degree in Computer Science from IIT Kharagpur.