Symptom: All people's time must go to working on projects, with no time left over for client relations.
Customer service is made of a few groups whose full-time job is customer care, and everyone else who has any contact with customers. The functions that should be full-time jobs may be underfunded. And everyone else may be so overworked that they don't have time for customers. In either case, insufficient overhead is the culprit. In addition to funding the obvious sales and customer service groups, everyone's time must be partially available.
For people who bill by the hour, the price may be set too low based on the assumption of a very high proportion of everyone's day spent on clients projects. Put another way "sold-time" ratios are too high, leaving insufficient "unbillable" time for business development.
