Is It Easier to Reach Out to a Customer?

I asked them a load of questions, got them to talk about what they thought the client's experiences were. Then as so I started with those and I said those are the two main methodologies that we're going to use. And as I advanced our methodology to things like concept testing, card sorting, participatory design, journey mapping, mental models,  as I increased our toolkit, I always introduced the methodology to the account managers so that they felt comfortable. They knew what the client was going to be a part of and thus could explain it to the customer. Another thing that I did is I created templates for the account managers to send out. So if they wanted to be