Long-form notes from the team building Klientele — on running an agency, building the post-sales right, and the soft edges of service software. Public launch posts are queued; the first ones land with the marketing site.
Agencies have the messiest post-sales operation of any service business. Retainers leak, utilization is theatre, and the invoice cycle takes 11 days. Here's what Klientele configures on day one for an agency, and why the retainer math alone pays for the plan.
Legal practice management software was designed for transactional billing, not for how a modern firm actually operates. Here's what Klientele configures on day one for a legal practice, and why every layer is editable from the settings screen.
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