Karten, Naomi. Managing Expectations. New York: Dorset House, 1994. Karten's book deals with the problem of customers who, as she says, want more, better, faster, sooner, now. She discusses communications fundamentals, such as use of technical jargon, different communications styles, and careful listening. The book contains many enjoyable examples, some software-related and some not. The book emphasizes customer-service expectations, and, unfortunately, contains little discussion of managing schedule expectations specifically.

Whitaker, Ken. Managing Software Maniacs. New York: John Wiley & Sons, 1994. Chapter 1 of Whitaker's book discusses the importance of putting customers at the top of your priority list.

Peters, Tomas J., and Robert H. Waterman, Jr. In Search of Excellence. New York: Warner Books, 1982. This classic management book contains analysis and case studies about the value of keeping the customer satisfied.