We all have customers. Some of them are real live customers, people we deliver a tangible product to in return for financial reward and others are merely the next link in our production chain. Testers, for example, are customers to developers. The one thing all customers have in common is they are happiest when they are given exactly what they want. When I think back to the times I′ve been a customer, be it in a shop or maybe a restaurant, I remember how annoyed I was when given something I didn′t ask for and didn′t want. Even more annoying though, were the times when what I was given wasn′t what I wanted and it was what I asked for. This brings me to the customer paradox, which can be stated as, "the harder you try to define your customer′s requirements, the less likely you are to deliver what he wants." This is especially true about software development and, in my opinion, it′s largely to do with the way we approach project management. Yes, you′ve guessed it, I′m having a d