2. Business Relationship Management (BRM)

manager Wed, 09/03/2014 - 16:55

Purpose:

  • To establish and maintain a business relationship between the service provider and customer, and to identify customer needs.
  • The primary measure is customer satisfaction.

Objectives include:

  • Understand the customer’s perspective for services and priorities
  • Understand the customer and their business outcome drivers
  • Proactively understand changes to the customer environment

Scope:

  • BRM is the primary process for strategic customer communication with all departments in the service provider, including application development teams within the service provider’s organization.
  • BRM depends on several service management processes/functions

SLM compared to BRM:

  • The SLM process exists to ensure that agreed achievable levels of service are provided to the customer and users.
  • The BRM process is focused on a more strategic perspective:
    • Identification of customers’ needs and ensuring that the service provider is able to meet them
    • Focuses on the overall relationship between the service provider and their customer