Goals: The very first communication engagement should be about establishing project goals. This may or may not be adequately defined in the presales process so it’s the first opportunity to interact. If the goals have already been adequately defined, then the provider’s role here is to articulate these goals back to the customer to make sure customer and provider share the same vision of the goals.
If they are not the same vision, or the goals have not been adequately defined, this engagement is the first opportunity for customer and provider to collaborate and build mutual trust/respect. Level of Detail: Meaningful ongoing communication should be tailored to the individual customer.