Business relationship management - Wikipedia
We also need good working relationships with others in our professional circle. and career, you can devote time to building and managing these relationships. Business Relationship Management (BRM) Institute is the leading non-profit organization that serves the global Business Relationship Management. The world's premier membership, professional development, and official certification organization dedicated to serving the global BRM community.
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The latest guidance places customer satisfaction surveys and the management of complaints within Business Relationship Management. As a result, the corresponding processes have been moved from Continual Service Improvement to Business Relationship Management. These are the Business Relationship Management sub-processes and their process objectives: Maintain Customer Relationships Process Objective: To ensure that the service provider continues to understand the needs of existing customers and establishes relationships with potential new customers.Examples of Customer Relationship Management
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
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.
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. The BRM model identifies two roles, provider and consumer ; a given business by necessity participates in both roles.
Business relationship management
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.
Business Relationship Management | IT Process Wiki
Reputation mitigates risk and reduces friction within business processes. Concern for reputation incentivizes good behavior. Absence of trust will cause a business relationship to fail.