The client relationship survives even when the account lead doesn’t.

The operational problem

Years of a client relationship live in one person's head and inbox. When they are promoted, poached or on leave, the agency starts again from the deck it pitched with. Meetings open with "remind me where we got to" — asked by the agency, which is the one party who should always know.

What Emily watches

• Every commitment made to the client, and whether it was met
• Stakeholders, their roles, and how they have changed
• Preferences and sensitivities recorded across past work
• Unresolved questions left open at the end of meetings
• Coverage, deliverables and results already reported
• Signals that suggest an opportunity or a risk in the account

What Emily produces

• A pre-meeting brief: history, people, open items, likely questions
• A running account record that survives team changes
• Drafted follow-ups on every open commitment
• Reporting inputs collected as work happens, not reconstructed at month end
• A new-starter induction on any account, generated from the record

The working view

What remains human

• The relationship belongs to people — the system carries the memory
• Client-facing messages are drafted, reviewed and sent by the team
• What is recorded about a client is visible and editable by the account team

Indicative implementation

A configuration like this begins with an audit of how the work actually moves, followed by a focused build against the systems involved, then ongoing care as tools and people change. Scope and timeline depend on the systems, access and approval rules of the business.

How the three stages work →