A client is the person or group that consumes an organization’s primary output. In a large company, the client may be an internal group rather than the company’s external customer. Understanding clients’ motives, wants, and goals helps teams deliver products and services that meet their needs. section 3.2
When direct access is limited, work through an account manager or sales engineer. In conversations, listen before offering solutions or making promises. Ask how clients use your systems, where data comes from and goes, what must remain available, and what they want to improve. section 3.2.1
A homeowner’s claims experience
A HomeMax homeowner can update information and check claim status only by calling a call center. They want to make changes themselves, upload claim photos, and track progress without calling. These expectations reveal pain points in the existing service experience. section 3.2.1
Client understanding also belongs in employee onboarding: explain the services provided, client vocabulary, important client relationships, and the challenges teams address. section 5.4.1
