Masters of Software Engineering
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ABSTRACT
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1. Managing Customer Expectations
    by dr.Gil Taran

Every project has one or more customers, all of which have 
expectations that need to be managed continuously. 
Successful project managers understand that the key to 
happy customers lies in managing expectations across the 
cycle of customer selection, acquisition, retention and growth. 
The importance of quickly identifying customer needs 
and applying those to achieve project success is something that 
can be achieved through understanding and planning of positive 
customer interactions.

(1) Learn how to manage customer expectations with respect to 
product and process 
(2) Learn to tell the difference between a good and a bad customer, 
and how to keep customers loyal
(3) Learn how to ask the right questions so you get quality answers 
that can help you tailor your efforts to satisfy expectations
(4) Learn to differentiate between expectations, perceptions and 
reality

Seminar Duration: 2-3 hrs

2. Programul de master in Ingineria Software de la Carnegie Mellon
a. Sesiune de informare (40-60 minute).
b. Intrebari/raspunsuri.
          
SPEAKER(S)
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dr. Gil TARAN
Carnegie Mellon University
S.U.A.
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Gil Taran is an associate teaching professor and the associate
director for corporate and business development in the 
Master of Software Engineering Professional Programs at 
Carnegie Mellon University's School of Computer Science. 

Over the past 15 years, he has planned, developed and managed 
large-scale, multi-national, technology projects working mostly 
with government clients in the financial, operational and 
defense sectors in Europe, Asia, North America and the 
Middle East. 

Over the years he has been training, developing custom courses 
and consulting with global companies such as Motorola, Intel, 
IBM, Hyundai, Samsung, Deutsche Bank, Bombardier, Microsoft 
and many others. These classes and workshops have focused on 
areas of managing customer expectations, managing technical 
people, teamwork and team building, conflict management and 
negotiations. 
He is also a certified conflict resolution instructor by 
MTI international.
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