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Business Relationship Manager

Business Relationship Manager

Ernest Brewster

(2014)

Abstract

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 a service provider and customer. 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.
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.
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
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.

Table of Contents

Section Title Page Action Price
Cover i
Advert Page ii
Copyright Page vi
CONTENTS vii
LIST OF FIGURES AND TABLES viii
AUTHOR ix
1 INTRODUCTION 1
2 INTRODUCTION TO BUSINESS RELATIONSHIP MANAGEMENT 6
3 THE BUSINESS RELATIONSHIP MANAGER 12
GOALS AND OBJECTIVES 12
BRM RESPONSIBILITIES 20
SKILLS, COMPETENCIES AND KNOWLEDGE 64
INTERFACES AND DEPENDENCIES 106
4 TOOLS, METHODS AND TECHNIQUES 115
STANDARDS 115
GOOD PRACTICE FRAMEWORKS, PROCEDURES AND PROCESSES 121
TOOLS AND INFORMATION 128
METRICS AND PERFORMANCE 135
5 CAREER PROGRESSION AND RELATED ROLES 146
ORIGINS 146
CONTINUING PROFESSIONAL DEVELOPMENT (CPD) 150
CAREER PROGRESSION – WHERE NEXT? 151
6 A WEEK IN THE LIFE OF A BRM – A CASE STUDY 153
CONTEXT 153
A WEEK IN THE LIFE 156
REFERENCES 172
INDEX 174
Advert Page 180
Back Cover 181