Best Practices at Leveraging Relationship Value
By John Smibert (www.custell.com)
I am often asked about ‘best practices’ relative to leveraging relationship value. At a recent executive meeting I witnessed the outcome of the application of relationship ‘best practices’.
The CIO was presenting the three year progress scorecard of one of their ITC outsourcing relationships.
The value leveraged by both parties was impressive — substantially reduced costs; improved service levels; highly satisfied users and staff and a strong endorsement from the business units who are their customers.
To achieve these results they had jointly implemented a number of management programmes with their service provider. These comprised some best practice processes, frameworks and training to address:
(ii) Business alignment,
(iii) Innovation and value,
(iv) Relationship benchmarking, and
The two organisations had teamed effectively and achieved outstanding results over a three year period.