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Relationship Planning: A Structured Approach to Developing Business/IS Relations

Published by: Keisley Harris

Published: Jan. 1, 1999 - 60 Pages


Table of Contents


Introduction

1 Overview of the relationship-planning process

2 Relationship planning - step by step

3 Producing customer plans

4 The end document

5 Further assistance

6 Conclusions

App A Checklist of interview questions

App B Assessment of customers

App C Example relationship plan for IS as a whole

App D Example plan for a specific customer

Abstract

Enrich the relationship between customers and IS departments by adopting a structured approach to obtaining, analyzing and converting customer input into actions. In specific detail, this guide covers each of the steps to be taken in undertaking formal relationship planning. Relationship planning is a structured way of ensuring that those in IS who are responsible for conducting relationships with customers focus their efforts on the right issues. This guide, therefore, helps readers make relationship management work.

This guide describes a formal process of working out how to develop the relationship between IS and the business by:

  • Discussing with customers their views on the kind of IS department they want and their perceptions of IS as it is now.
  • Feeding that customer input into a workshop-based planning process in which IS staff work out how best to respond to the customer views they have gathered.
  • Using the actions that emerge as the basis for taking forward the relationship between customers and IS.

    Such a process can be undertaken at either or both of two levels:

  • For the whole business, i.e. examining the relationship between IS and its customer base as a whole.
  • For each customer, i.e. producing a series of plans, each concentrating on the relationship between IS and a single customer. This guide describes in detail an approach to undertaking such planning. It:
  • Covers each of the steps to be taken.
  • Provides practical tips on how to conduct the process.
  • Gives examples of the kind of output you can expect to produce.

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