MindMapUSA's Vision2Action Framework

The Client Engagement Framework© is a model to express the comprehensive nature of a complex Client life cycle relationship. It frames a proven methodology for deepening and strengthening client engagement in complex solution/service relationships that are typically found in technology, consulting and major capital equipment account management relationships.

The CEF Model describes the relationship between strengthening Alignment between the client and the vendor partner (vertical left hand axis) and the growth of Life Time Value – LTV (bottom axis).

Haverin Consulting LLC , MindMapUSA’s sister company, provides consulting and educational services featuring the Client Engagement Framework© as part of their Agile Client Engagement methodology.

Each quadrant of the Matrix relates to a different aspect of the client relationship and all four have to be actively managed to increase alignment and grow LTV

COMMIT represents the contractual commitment that already exists between the client and partner. This will typically represent current solutions or products contracted by the client and the commit will include contractual terms, price/payments over time, term and termination conditions and most importantly Service Level Agreements (SLAs) for services to be delivered over the lifetime of a contract.
GROW represents the potential for the client to expand use of the currently contracted solution defined in COMMIT, or to extend their relationship with the vendor partner into new areas of use. Vendors typically identify these solution opportunity areas as ‘white-space’ and they could represent a product or service solution not currently used or contracted for with the client.
PARTNER represents the areas of collaboration where the client and vendor partner extend their engagement beyond the contract (COMMIT) services to explore the potential for further deeper collaboration. This might be in the areas of participating in product strategy workshops, beta testing, co-development of solutions, co-marketing, or potentially the client even acting as a complimentary service partner to the vendor.
PROMOTE represents the opportunity for the client and the vendor partner to collaborate in mutual promotion of either the use of the product/solution by the client organization OR the mutual promotion of the business relationship between the client and the vendor partner. Traditionally this takes the form of referential activities in the form of white paper case studies, reference calls and reference site visits; presentations at industry events and co-promotion of benefits realized and the broader partnership alignment.