The WebSmartIdeas aims to promote and disseminate good creative ideas to improve society.

No matter what some people believe, communication is the key to Account Management. Most organisations can determine 'what' needs to be communicated to their customers, and 'how' it gets there …

The problem is that often the customer contacts that need the information don't get it when it's needed, if they get it at all. Second-hand information reaching crucial decision makers late … if you were them, what would you think? 

Try using a contact matrix, who needs contact with whom, and does that relationship exist now? 
Red indicates the customer. E.g. …