2. Business Relationship Management (BRM)
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