Business Relationship Management | IT Process Wiki
4 • Introduction to the Business Relationship Management institute (BRMI) 5 “ Define, inspire, value, and promote the key traits of effective. This management can happen between a business and its customers or between a business and other businesses. Relationship management. A person with this role is called a Business Relationship Manager (BRM) (or The Business Relationship Manager's performance is defined by how well IT.
A mature BRM model will ultimately support strategic business research and development efforts as well as tools and techniques that implement BRM principles.
Business relationship management
The approach to the BRM modeling process is to identify and describe various aspects of business relationships in terms of: A practice derived from applying BRM principles, analyzing outcomes, and refining over multiple iterations A platform derived from successful practice that further support and optimize BRM as a discipline The BRM model will identify and categorize business relationships according to type.
Each type has a discrete and clear purpose, characterized by a unique combination of roles, functions, and activities, and instances of each type can be identified, quantified, and analyzed.
Some examples of these relationship types are business-to-business, business-to-consumer, and business-to-employee.Business Relationship Management
The BRM model identifies two roles, provider and consumer ; a given business by necessity participates in both roles. BRM lifecycles[ edit ] The concept of the business relationship lifecycle   builds on charting the complex changing values of business relationships over time in contrast to simple transactional value.
Examples of BRM lifecycles include: A large-scale grow and sustain cycle, characterized by one-to-many and many-to-one relationships.
Activities in this cycle are more or less continuous and overlapping, such as marketingcustomer product support or maintenance, or online community. These have indeterminate outcomes.
A small-scale micro engagement cycle, characterized by one-to-one, discrete or transactional relationships. These have discrete cycles and negotiated outcomes.
BRM principles[ edit ] Measurement and analysis The goals of BRM require that its concepts and principles be identifiable and measurable. Given the model, a person should be able to identify the business relationships that they are engaged in, and measure them in terms like quantity or duration.
The same holds for any aspect of BRM, such as type, role, or principle. Purpose Every business relationship has a purpose that requires the participation of multiple roles to accomplish. The purpose of a given business relationship is discrete and quantifiable.
Reputation and trust The BRM model should attempt to model and quantify reputation and trust. Every relationship, and every interaction within it, contributes to reputation. To ensure that the service provider continues to understand the needs of existing customers and establishes relationships with potential new customers.
This process is also responsible for maintaining the Customer Portfolio. Identify Service Requirements Process Objective: To understand and document the desired outcome of a serviceand to decide if the customer's need can be fulfilled using an existing service offering or if a new or changed service must be created.
Business relationship management - Wikipedia
To capture customer requirements and agree service level targets with customers who request the provision of existing standard services no modifications to existing Supporting Services are necessary in order to fulfill the customer's needs.
Customer Satisfaction Survey Process Objective: To plan, carry out and evaluate regular customer satisfaction surveys. The principal aim of this process is to learn about areas where customer expectations are not being met before customers are lost to alternative service providers.
Handle Customer Complaints Process Objective: To record customer complaints and compliments, to assess the complaints and to instigate corrective action if required. Monitor Customer Complaints Process Objective: To continuously monitor the processing status of outstanding customer complaints and to take corrective action if required.
Complaint Status Information A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint.