Can You Say That in English? Explaining UX Research to Clients
http://www.alistapart.com/articles/can-you-say-that-in-english-explaining-ux-research-to-clients/

Sherwin, David
List Apart, A
2009

Abstract:

It's hard for clients to understand the true value of user experience research. As much as you'd like to tell your clients to go read The Elements of User Experience and call you back when they’re done, that won’t cut it in a professional services environment. David Sherwin creates a cheat sheet to help you pitch UX research using plain, client-friendly language that focuses on the business value of each exercise.