APO08.03 Manage the business relationship.
Manage the relationship with customers (business representatives). Ensure that relationship roles and responsibilities are defined and assigned, and communication is facilitated.
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1. Assign a relationship manager as a single point of contact for each significant business unit. Ensure that a single counterpart is identified in the business organisation and the counterpart has business understanding, sufficient technology awareness and the appropriate level of authority.
2. Manage the relationship in a formalised and transparent way that ensures a focus on achieving a common and shared goal of successful enterprise outcomes in support of strategic goals and within the constraint of budgets and risk tolerance.
3. Define and communicate a complaints and escalation procedure to resolve any relationship issues.
4. Plan specific interactions and schedules based on mutually agreed-on objectives and common language (service and performance review meetings, review of new strategies or plans, etc.).
5. Ensure that key decisions are agreed on and approved by relevant accountable stakeholders.