Customer Involvement — Why It's Hard During Maintenance

During maintenance, changes are not continuous so customers are less likely to justify full-time involvement of a representative — customer representatives may lose interest in the system over time

Explanation

Although a customer may be able to justify full-time involvement of a representative during system development, this is less likely during maintenance where changes are not continuous. Customer representatives are likely to lose interest in the system, making it necessary to find alternative mechanisms such as change proposals to create new system requirements.