ROLES
The key roles in BRM, which may or may not be assigned to a single person, are the business relationship process owner and the business relationship process manager. The first of these is accountable for the proper performance of the BRM process in relation to its aims and the agreed policies and standards for its operation. The second of these two roles is concerned with the operational management of the BRM process. Whether it is appropriate for these two roles to be combined in a single person depends on the scale of the organisation and its structure in relation to other SM processes. Larger service provider organisations may have several business relationship managers, perhaps described as account managers, who will report to the BRM process manager and have responsibility for a single key customer or for a group of customers.