Roles and goals in a client services business.

Consider a business with offerings delivered to clients via projects. Client A Client B … Client N Client Manager A Client Manager B Client Manager N Offering 1 Offering 1 Manager Offering 2 Offering 2 Manager Project Offering N Offering N Manager Clients, Projects, and Offerings must all be managed; each with different skills and objectives.

Manage Delivery of Offering 2 to Client B Project Manager GOAL: Deliver offering value on time, on target, and on budget; extend and expand to deliver more value. Client A Client B … Client N Client Manager A Client Manager B Client Manager N Offering 1 Offering 1 Manager Offering 2 Offering 2 Manager Manage Delivery of Offering 2 to Client B Offering N Offering N Manager

Client Manager Client A Client B … Client N Client A Manager Client B Manager Client N Manager Offering 1 Offering 1 Manager Offering 2 Offering 2 Manager Offering N Offering N Manager GOAL: Deliver value of all offerings to assigned client Pull all Offerings into Client B

Drive Offering to All Clients Offering Manager GOAL: Drive offering to all clients. Consolidate insights from delivery, technology evolution, competition; develop methods/skills and drive to all clients. 1 Client A Client B … Client N Client Manager A Client Manager B Client Manager N Offering 1 Offering 1 Manager Offering 2 Offering 2 Manager Offering N Offering N Manager 2 Drive Offering to All Clients 3 Technology 2 1 Competitors 3