Client Communicatie Strategieën: Vertrouwen Bouwen Door Transparantie

// Wat we dachten:
"We leveren perfecte code, de client moet tevreden zijn"

// Wat de client dacht:
"Waar zijn we? Wat gebeurt er? Wanneer is het klaar?"

// Communicatie plan structuur
interface CommunicationPlan {
  frequency: {
    daily: 'Status updates';
    weekly: 'Progress reports';
    monthly: 'Strategic reviews';
  };
  methods: {
    email: 'Formal updates';
    slack: 'Quick questions';
    video: 'Complex discussions';
    phone: 'Urgent issues';
  };
  audiences: {
    technical: 'Developers, architects';
    business: 'Managers, stakeholders';
    executive: 'C-level, decision makers';
  };
  templates: {
    statusUpdate: 'Standardized format';
    changeRequest: 'Scope change process';
    riskAlert: 'Issue escalation';
  };
}

// Implementatie van communicatie plan
class CommunicationManager {
  private client: Client;
  private project: Project;
  private templates: CommunicationTemplates;

  async sendDailyUpdate(): Promise<void> {
    const update = await this.generateStatusUpdate();
    await this.sendEmail({
      to: this.client.email,
      subject: `Daily Update - ${this.project.name}`,
      template: 'daily-update',
      data: update
    });
  }

  async sendWeeklyReport(): Promise<void> {
    const report = await this.generateWeeklyReport();
    await this.sendEmail({
      to: this.client.email,
      subject: `Weekly Report - ${this.project.name}`,
      template: 'weekly-report',
      data: report
    });
  }

  async sendChangeRequest(change: ScopeChange): Promise<void> {
    const request = await this.generateChangeRequest(change);
    await this.sendEmail({
      to: this.client.email,
      subject: `Change Request - ${this.project.name}`,
      template: 'change-request',
      data: request
    });
  }
}

// Transparante voortgang tracking
interface ProgressTracking {
  metrics: {
    completed: number;
    inProgress: number;
    blocked: number;
    total: number;
  };
  timeline: {
    planned: Date;
    actual: Date;
    variance: number;
  };
  risks: {
    high: Risk[];
    medium: Risk[];
    low: Risk[];
  };
  blockers: {
    technical: Blocker[];
    business: Blocker[];
    external: Blocker[];
  };
}

// Voortgang tracking implementatie
class ProgressTracker {
  private project: Project;
  private metrics: ProjectMetrics;

  async generateProgressReport(): Promise<ProgressReport> {
    const tasks = await this.getProjectTasks();
    const completed = tasks.filter(t => t.status === 'completed').length;
    const inProgress = tasks.filter(t => t.status === 'in_progress').length;
    const blocked = tasks.filter(t => t.status === 'blocked').length;
    const total = tasks.length;

    const progress = (completed / total) * 100;
    const timeline = await this.calculateTimeline();
    const risks = await this.identifyRisks();
    const blockers = await this.identifyBlockers();

    return {
      progress,
      metrics: { completed, inProgress, blocked, total },
      timeline,
      risks,
      blockers,
      recommendations: await this.generateRecommendations()
    };
  }

  private async calculateTimeline(): Promise<TimelineAnalysis> {
    const plannedEnd = this.project.plannedEndDate;
    const currentProgress = await this.getCurrentProgress();
    const estimatedEnd = await this.estimateEndDate(currentProgress);

    return {
      planned: plannedEnd,
      estimated: estimatedEnd,
      variance: estimatedEnd.getTime() - plannedEnd.getTime(),
      confidence: await this.calculateConfidence()
    };
  }
}

// Scope change management
interface ScopeChange {
  id: string;
  description: string;
  impact: {
    timeline: number; // dagen
    budget: number;   // euro
    resources: string[];
  };
  justification: string;
  alternatives: string[];
  status: 'pending' | 'approved' | 'rejected';
  clientApproval: boolean;
}

// Scope change management implementatie
class ScopeChangeManager {
  private project: Project;
  private client: Client;

  async requestScopeChange(change: ScopeChangeRequest): Promise<ScopeChange> {
    // Analyseer impact
    const impact = await this.analyzeImpact(change);
    
    // Genereer alternatieven
    const alternatives = await this.generateAlternatives(change);
    
    // Maak scope change
    const scopeChange: ScopeChange = {
      id: generateId(),
      description: change.description,
      impact,
      justification: change.justification,
      alternatives,
      status: 'pending',
      clientApproval: false
    };

    // Stuur naar client voor goedkeuring
    await this.sendChangeRequest(scopeChange);
    
    return scopeChange;
  }

  private async analyzeImpact(change: ScopeChangeRequest): Promise<ImpactAnalysis> {
    // Analyseer timeline impact
    const timelineImpact = await this.calculateTimelineImpact(change);
    
    // Analyseer budget impact
    const budgetImpact = await this.calculateBudgetImpact(change);
    
    // Analyseer resource impact
    const resourceImpact = await this.calculateResourceImpact(change);

    return {
      timeline: timelineImpact,
      budget: budgetImpact,
      resources: resourceImpact
    };
  }

  private async generateAlternatives(change: ScopeChangeRequest): Promise<string[]> {
    const alternatives: string[] = [];
    
    // Alternatief 1: Vereenvoudigde versie
    alternatives.push(`Vereenvoudigde versie: ${change.description} met beperkte functionaliteit`);
    
    // Alternatief 2: Faseerde implementatie
    alternatives.push(`Faseerde implementatie: ${change.description} in meerdere releases`);
    
    // Alternatief 3: Externe oplossing
    alternatives.push(`Externe oplossing: Gebruik bestaande tool voor ${change.description}`);

    return alternatives;
  }
}

// Probleem: Technische jargon
"We hebben een microservices architectuur geïmplementeerd met Docker containers, 
Kubernetes orchestration, en Redis caching voor optimalisatie van database queries."

// Client reactie: "Wat betekent dat?"

// Technische vertaling systeem
class TechnicalTranslator {
  private client: Client;
  private project: Project;

  translateTechnicalConcept(concept: TechnicalConcept): BusinessConcept {
    switch (concept.type) {
      case 'microservices':
        return {
          businessTerm: 'Modulaire systeem architectuur',
          benefit: 'Snellere ontwikkeling en betere schaalbaarheid',
          analogy: 'Zoals een restaurant met gespecialiseerde keukens',
          impact: 'Betere performance en onderhoudbaarheid'
        };
      
      case 'docker':
        return {
          businessTerm: 'Gestandaardiseerde deployment',
          benefit: 'Consistente omgevingen en snellere releases',
          analogy: 'Zoals verpakte maaltijden die overal hetzelfde smaken',
          impact: 'Minder deployment problemen en snellere releases'
        };
      
      case 'kubernetes':
        return {
          businessTerm: 'Automatische schaalbaarheid',
          benefit: 'Systeem schaalt automatisch onder belasting',
          analogy: 'Zoals een restaurant dat automatisch meer tafels toevoegt',
          impact: 'Betere performance tijdens piekgebruik'
        };
      
      case 'redis':
        return {
          businessTerm: 'Snelle data toegang',
          benefit: 'Pagina\'s laden sneller door caching',
          analogy: 'Zoals een snelle kassa die veelgebruikte items voorhanden heeft',
          impact: 'Betere gebruikerservaring en lagere server kosten'
        };
    }
  }

  generateBusinessUpdate(technicalUpdate: TechnicalUpdate): BusinessUpdate {
    const translatedConcepts = technicalUpdate.concepts.map(
      concept => this.translateTechnicalConcept(concept)
    );

    return {
      title: technicalUpdate.title,
      businessDescription: technicalUpdate.description,
      translatedConcepts,
      businessImpact: technicalUpdate.impact,
      nextSteps: technicalUpdate.nextSteps,
      timeline: technicalUpdate.timeline
    };
  }
}

// Probleem: Transactionele communicatie
interface TransactionalCommunication {
  type: 'project_update';
  content: 'Status update';
  frequency: 'weekly';
  relationship: 'professional_only';
}

// Relationele communicatie systeem
class RelationshipManager {
  private client: Client;
  private project: Project;
  private communicationHistory: CommunicationHistory[];

  async buildRelationship(): Promise<void> {
    // 1. Persoonlijke connectie
    await this.establishPersonalConnection();
    
    // 2. Business begrip
    await this.understandBusinessContext();
    
    // 3. Langetermijn visie
    await this.discussLongTermVision();
    
    // 4. Vertrouwen bouwen
    await this.buildTrust();
  }

  private async establishPersonalConnection(): Promise<void> {
    // Leer over client's achtergrond
    const background = await this.learnClientBackground();
    
    // Vind gemeenschappelijke interesses
    const interests = await this.findCommonInterests();
    
    // Bouw persoonlijke relatie
    await this.buildPersonalRelationship(background, interests);
  }

  private async understandBusinessContext(): Promise<void> {
    // Leer over client's business
    const business = await this.learnBusinessContext();
    
    // Begrijp uitdagingen
    const challenges = await this.understandChallenges();
    
    // Identificeer kansen
    const opportunities = await this.identifyOpportunities();
  }

  private async discussLongTermVision(): Promise<void> {
    // Bespreek langetermijn doelen
    const goals = await this.discussLongTermGoals();
    
    // Plan toekomstige projecten
    const futureProjects = await this.planFutureProjects();
    
    // Bouw strategische relatie
    await this.buildStrategicRelationship(goals, futureProjects);
  }

  private async buildTrust(): Promise<void> {
    // Lever consistente kwaliteit
    await this.deliverConsistentQuality();
    
    // Wees transparant over problemen
    await this.beTransparentAboutIssues();
    
    // Lever op tijd
    await this.deliverOnTime();
    
    // Wees proactief
    await this.beProactive();
  }
}