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Sounds like you need some Technical Business Developers.

Or your customer is just another agency looking to subcontract/outsource?

We've worked with both of them. In most of the cases, we worked with other agencies who outsourced their customer projects to us. (Those agencies are the ones who defined the solutions, and we just developed it for them).

But in some other cases, we've worked with direct customers (mostly B2C startups) where they came up with an idea, and we helped them to refine, consult and build a solution.

What do you think would be the best way for us to go forward?

It depends on what you want and what you're good at. If you have the experience and ability to efficiently define scope of work from the incoherent ramblings of a delusional client then grow that part of the business. It results in more credit to your firm instead of always doing the thankless and silent monkey work.

Just be careful to bill the client for that part also

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