Business Relationship Manager
Careers in IT service management
By (author) Ernest Brewster
Publication date: 30 Jun 2014
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.Dimensions: 198x129mm
Print ISBN-13: 9781780172507
Ebook ISBN-13: 9781780172521
190 pages
Imprint: BCS, The Chartered Institute for IT
1. INTRODUCTION
2. INTRODUCTION TO BUSINESS RELATIONSHIP MANAGEMENT
3. THE BUSINESS RELATIONSHIP MANAGER
Goals and objectives
BRM responsibilities
Skills, competencies and knowledge
Interfaces and dependencies
4. TOOLS, METHODS AND TECHNIQUES
Standards
Good practice frameworks, procedures and processes
Tools and information
Metrics and performance
5. CAREER PROGRESSION AND RELATED ROLES
Origins
Continuing professional development (CPD)
Career progression – where next?
6. A WEEK IN THE LIFE OF A BRM – A CASE STUDY
Context
A week in the life
Brian Scott MBCS