The Intermediate Customer Anti-Pattern

Scrum focuses on collaboration with the customer, but what if your customer is actually a provider for yet another customer? Then who is your real customer? What if these two possible customers have a hostile relationship? Then who is your customer? These are the kinds of real world questions that we examine in this experience report. The report describes a situation involving a complex customer relationship and the consequences of failing to identify the correct customer. We share Lessons along with indicators to look for when dealing with your own challenging customers.