At the beginning of any engagement, the Engagement Manager must define the Client Relationship Management Procedures to be used taking into account / tailoring Capgemini Standards and any processes defined in the contract. Typically, this will be completed in the Service Governance Plan by tailoring the standard template, but a standalone Client Relationship Management Procedures document may be written. The procedures are produced to establish and maintain the specific actions and approach used to establish and maintain the relationship with the client. The Engagement Manager must identify risks in achieving the objectives of this stream and ensure that the procedures and approach are designed to handle these risks. The tailored procedures should not conflict with contractual obligations, internal certifications and agreed management methods.

By establishing the procedures, it ensures that Service Engagement Team Members and other stakeholders understand the process involved and the expectations behind Client Relationship Management. The procedures provide a baseline that should be maintained throughout the entire life of the Service Engagement, but should be revised if the Client’s requirements or standard processes change.

No relationship is perfect and there will be complaints from the Client during the life of a Service Engagement. Engagement Manager should establish a formal complaint handling procedure to handle these complaints in an effective way as this will contribute to the improvement of the relationship.

The Engagement Manager should work with the Account Manager to confirm tools already being used that provide data about the Client, for the services being provided or projects that are on-going or have been completed, and opportunities for future business with the Client.
If no tools are currently in place, it is recommended to adopt the Group tool to manage information about the Client and the relationship.