RELATIONSHIP MANAGEMENT IS A FORMAL APPROACH TO UNDERSTANDING, DEFINING AND SUPPORTING A BROAD SPECTRUM OF INTER-BUSINESS ACTIVITIES RELATED TO PROVIDING AND CONSUMING KNOWLEDGE AND SERVICES VIA NETWORKS, WITH AN EMPHASIS ON THE EMERGENCE OF ONLINE NETWORKS AS A PRIMARY MEDIUM THROUGH WHICH BUSINESS RELATIONSHIPS ARE CONDUCTED.

This approach seeks to provide a complete and holistic model of business relationships and business relationship value over time, in order to make the various aspects of business relationships both explicit and measurable. A mature Relationship Management model will ultimately support both:

  • strategic business research and development efforts
  • IT, Tools and Techniques that implement or enhance company policy and principles

The approach to the Relationship Management modeling process is to identify and describe various aspects of business relationships in terms of:

  • defined relationship types; each type having a specified purpose, associated roles, and a measurable outcome
  • a set of processes that make up the IT/Business relationship lifecycles
  • a set of principles that apply specifically to these lifecycle processes

Ultimately the discipline seeks to enable all stakeholders to develop, evaluate, and leverage high-value relationships throughout the network.

Key Principles of Relationship Management

There are a number of principles to Relationship Management, namely

Measurement And Analysis

The goals of Relationship Management require that its concepts and principles be identifiable and measurable; that is to say, given the model, a person should be able to identify the relationships that they are engaged in, and measure them (quantity, duration). The same holds for any aspect, such as type, role, or principle.

Purpose

Every relationship has a purpose that requires participation of multiple roles to accomplish. The purpose of a given relationship must be discrete and quantifiable.

Reputation and Trust

The Relationship Management model should attempt to model and quantify the related concepts of Reputation and Trust. Every relationship, and every interaction within the relationship, contributes to reputation. Reputation functions to mitigates risk and reduce friction within IT and Business processes. Concern for reputation incents good behavior, and an absence of trust will cause the relationship to fail. Trust therefore increases efficiency and enables conflict resolution.

Governance

Any Relationship Management model needs to account for and align with models of corporate governance, including business ethics, legal constraints, and the social norms as they apply to all IT/Business relationships.

Boundaries

The model should also define the boundaries of the relationships. In addition to legal and ethical (governance) issues, are there optimal levels of connection, and do they differ by type, role, or other attribute? The model should help define boundaries that optimize effectiveness while supporting good governance practices.

The ultimate goal of Relationship Management is better co ordination between Business clients and IT Services. To find out how Aim can help you achieve your goals with Relationship Management please use our contact form