In project business what is truly relevant is not that the project eventually is finalized in time and according to the budget, but that the customer is satisfied of the overall experience with the company. In this paper, we discuss the case of a construction company that gain competitive advantage through a development of a societal offer and a model of management of customer’s suffering all along the different phases of a construction project. The aim of the case study is to contribute to the improvement and development of the project management theory, and possibly transfer some of the managerial practice identified in the case to other contexts