The concept of client needs can be quite vague, so we focus on understanding what our clients are trying to do and the outcomes they desire. This provides a robust, simple and clear description of the world from their perspective. We use the insights gained from this to provide products or services and share experiences that can reduce risks, make jobs easier and planned outcomes more achievable.

We use a model of individual and organisation effectiveness to identify five themes through which to consider our clients, their jobs and desired outcomes. You will find them on following pages, in essence they are: -

• Direction – future goals and plans on how to achieve them
• Capability – skills and abilities needed for the future
• Insight – awareness through objective, considered analysis
• Relationships – those that help or hinder
• Performance – the action required to achieve