Comments on: Clients aren’t customers: Why most agencies suck at project management

By: Tanya Thomas

Tanya Thomas — Sat, 05 Mar 2011 15:12:49 +0000

LOL. Great descriptive. I love your phrase “paralysis by committee” had I read this post three months ago I would have used it recently and saved myself a headache.

By: Chris

Chris — Fri, 17 Dec 2010 10:13:18 +0000

Important to know the difference even at the business model layer. Asking the question, am I trying to have both customers and clients? I suppose its possible, but I think its better to specialize in having one or the other.

By: Ian

Ian — Wed, 15 Dec 2010 23:08:59 +0000

@goodnewscowboy Actually no – I’m a huge believer in niche design. Now, if you’re Apple, that philosophy eventually gets you into the hands of millions of cell phone users. But starting with a narrow, highly-focused design is a great way to build a great company.

By: goodnewscowboy

goodnewscowboy — Wed, 15 Dec 2010 17:31:04 +0000

And, if you’re a smart business owner, you design your product for the 10% who will love it, not the 90% who won’t.
Can I assume you meant the inverse?

By: Ron Bingham

Ron Bingham — Wed, 15 Dec 2010 17:03:46 +0000

As a certified master project manager, and familiar with supporting those “customer relationship managers” aka Account Managers, I can tell you they ran to me for help.
Two things:
1. Account managers are hired to be project managers.
2. If the account managers have project managers to pull in, they run to them for larger projects.
LIFE: If we encounter an account manager, we need to ask them if they have project managers to back them up or are they going to be “THE project manager.”
If we set expectations on them, they pay attention or they face being tattled on. It’s not always that simple but it’s just about that simple.

By: Todd Clarke

Todd Clarke — Wed, 15 Dec 2010 16:18:31 +0000

Ian, is there an opportunity to list your client commandments of what success and remarkable results look like as part of the engagement process? And, to proactively address experiences of what has not worked before? Maybe what I am really brainstorming about, is to find ways to EXCLUDE the client, and if that cannot be done…then volia. A real possibility exists. Awaiting your next post. I’m engaged in this topic. Thanks for the thought provocation.

By: Jay

Jay — Wed, 15 Dec 2010 14:23:53 +0000

Brillant article, productivity is a major issue in all companies. You really suprpised me at this statement: “They hire account managers to run interference.”
I thought that was the optimal thing to do. Can you elaborate on what is the optimal way of working to clients this?
Meanwhile, I will be waiting for your next post.
Jay

By: Laurence Lok

Laurence Lok — Wed, 15 Dec 2010 13:40:54 +0000

This is exactly why I love being a client of Portent Interactive. Ian, Mike, and the rest of the guys there are golden :)

By: Gianluca

Gianluca — Wed, 15 Dec 2010 13:00:39 +0000

Great post Ian… and an italian phrase can apply to clients too: if you give them a finger, they are going to take your arm.

By: Domenick

Domenick — Wed, 15 Dec 2010 10:47:16 +0000

Amen! Excellent points Ian. You have to be able to distinguish between the two, and you obviously have with this post, great read.