Maintaining and developing a long-term relationship with the Client is critical to the overall success of Capgemini. Consequently, each Service Engagement must assess how the relationship with the Client has developed during the service engagement. The assessment should capture what is working well, but more importantly, determine whether any concerns or issues have been detected, or obligations not met.

If needed, corrective actions should be identified to address any concerns or issues with the client relationship. Where actions need to be taken, these should be reviewed and agreed with relevant service engagement stakeholders, with associated changes to internal and external commitments being negotiated.

The process to formally assess the relationship with the Client should be conducted on a regular basis. An informal review must form an integral part of the Service Engagement’s monthly review, where any concerns or issues should be discussed with the wider Account and Delivery Management team.