Business Relationship Manager : Careers in IT service management (Bcs Guides to It Roles)

Brewster, Ernest

BCS, The Chartered Institute for IT（2014/06発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 190 p.
• 言語 ENG
• 商品コード 9781780172507
• DDC分類 004.0688

Full Description

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.

Contents

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