You’re in, you’re trusted. Just as in the pre-sales phase in the preceding section, you want to set the tone for the relationship and continue to manage the customer relationship with care and attention.

I don’t mean diving in and doing all the work for the customer (unless you’re a one-person business). I mean that someone needs to be responsible for the relationship and for taking the temperature of the customer from time to time – call them the Account Manager (which could, of course, be you). If possible, this person should be separate from the person managing the work ‒ the Project Manager. The attention of the Account Manager is different from a Project Manager. Salespeople often take on the Account Manager role.