Modern Project Management

(ISSN: 2317-3963)

Engage Customers in Co-Creation is Critical for Projects Success

Renato Lopes da Costa
ISCTE Business School Portugal
Leandro Ferreira Pereira
ISCTE Business School Portugal
Alvaro Lopes Dias
Universidade Lusófona de Humanidades e Tecnologias ISCTE - Instituto Universitário de Lisboa Portugal
Rui Alexandre Gonçalves
ISCTE - Instituto Universitário de Lisboa Portugal


The consultancy projects are a must-have in a pandemic context. Companies need to change or convert their business model and reinvent themselves, otherwise they lose competitive advantages. These kinds of changes are structural in the core business and mostly in the value chain, so their success is critical for the business continuity and company existence. This research aims to understand the importance of including customers in the development of new methods and processes that lead to better solutions for problems detected and at what stages of development of a management consulting project should they intervention. Findings show that customers are an integral part of the operational solution and should, therefore, cooperate in all stages of the process, since the moment of needs assessment, until the implementation.

Keywords: Customer engagement, customer co-creation, consultancy projects, projects success.



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