Business relationship management (BRM) is central to all aspects of an organisation’s interaction with existing and potential customers. It is crucial for building and maintaining strong relationships between service provider and customer and relies on understanding customer needs. It provides a mechanism for meeting those needs and identifies areas of required change and improvement. This highly accessible book gives an excellent introduction to the role of a BRM manager, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role. It gives practical guidance to those new to the role or interested in getting a better understanding of what it entails.
Ernest Brewster has over thirty years’ experience in IT, including twenty years as a senior manager in various public sector organisations, latterly as Head of IT at Fife Council, one of Scotland’s largest local authorities with an estate of over 15,000 personal computers and a network linking several hundred separate sites. A long-time champion of ITIL service management with a record of implementing ITIL good practice in complex organisations, he is an expert in strategy development, programme and project management, business process re-engineering and public procurement. He is also a former member of SOCITM’s National Executive Committee and a contributor to several of SOCITM’s MapIT publications.
'This is the definitive guide to business relationship management for all IT and business professionals. It takes some keynotes from ITIL and SFIA but plays a symphony in the depth and coverage of the human role in the context of process, systems, methods and technological change.'
Brian Scott MBCS, IT Management Consultant and Chair of the BCS SMSG
2. INTRODUCTION TO BUSINESS RELATIONSHIP MANAGEMENT
3. THE BUSINESS RELATIONSHIP MANAGER
Goals and objectives
Skills, competencies and knowledge
Interfaces and dependencies
4. TOOLS, METHODS AND TECHNIQUES
Good practice frameworks, procedures and processes
Tools and information
Metrics and performance
5. CAREER PROGRESSION AND RELATED ROLES
Continuing professional development (CPD)
Career progression – where next?
6. A WEEK IN THE LIFE OF A BRM – A CASE STUDY
A week in the life