Client Management

• Position:
  • What does the client want: functions, design preferences, performance, process, etc.?
  • In what priority? What tradeoffs is client willing to make?
  • What do we think the client should keep, change, drop, add?
  • Why? Business reasons? Technical reasons?
• Motivation:
  • Why did the client want to do it that way?
  • Do the preferences persist?
  • What's driving the preferences? rationally held opinions or facts? or, emotional/ political factors?
• Response:
  • Which battles are worth fighting?
  • What's the best we can hope for: total victory, or acceptable compromise?
  • How can we persuade them to change their mind?
  • Who should be involved?
• Litmus Tests:
  • is there a written plan?
  • is there a designated manager/ decision-maker?
  • is there a regular review meeting, with a written agenda going in and minutes coming out?

copyright 2002 Cesar A. Brea