1. Roles and goals in a client services business.

2. 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.

3. 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

4. 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

5. 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