Roles and goals in a client services business

Roles and goals in a client services business.

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

Project Manager GOAL: Deliver offering value on time, on target, and on budget; extend and expand to deliver more value. Offering 1 Offering 2 Client A Client B Client Manager A Client Manager B … Client N Client Manager N Offering 1 Manager Offering 2 Manager Manage Delivery of Offering 2 to Client B … Offering N Manager 3

Client Manager GOAL: Deliver value of all offerings to assigned client Offering 1 Manager Offering 2 Manager Client A Client B Client A Manager Client B Manager … Client N Manager Pull all Offerings into Client B … Offering N Manager 4

Offering Manager GOAL: 1 Drive offering to all clients. 2 Consolidate insights from delivery, technology evolution, competition; 3 develop methods/skills and drive to all clients. Technology Competitors Offering 1 Manager Offering 22 Manager Client A Client B Client Manager A Client Manager B … Client N Client Manager N 1 Drive Offering to All Clients … Offering N Manager 3 5