Relationship Management Stronger Partnerships to Inform IT Planning

Foundation Best Practice • Establish senior IT and other management buyin from the beginning

Foundation Continued… Result • There’s a foundation of services which Account Managers can represent

Organizational Structure Best Practice • Locate the function in a part of your IT

Staffing Best Practice • Choose staff who can handle ambiguity and conflict gracefully •

Communication Best Practice • Communicate with senior IT management and clients, providing regular reports

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Relationship Management: Stronger Partnerships to Inform IT Planning Cornell, Stanford, and MIT HANDOUTS 24 October 2007

Foundation Best Practice • Establish senior IT and other management buyin from the beginning • Get an ongoing commitment and support for the function • Implement an Account Management program when: – you have an identified catalog of stable services – your IT organization is ready to support those services, including an appreciation for client concerns

Foundation Continued… Result • There’s a foundation of services which Account Managers can represent • Account Managers will have the ability to resolve client issues • Account management is seen as a core function of the IT organization • There is adequate time to effectively establish the program

Organizational Structure Best Practice • Locate the function in a part of your IT organization which is able to effect change, influence the right people, get things done • Know your organization – identify the key players Result • Account managers are able to take a neutral position as client advocates • Account managers successfully build and maintain relationships with the right people

Staffing Best Practice • Choose staff who can handle ambiguity and conflict gracefully • Account management staff require strong interpersonal traits, sharp business analysis skills, broad technology awareness, and a passion for solving strategic business problems • Include a business client in the hiring process Result • The relationship with clients is such that staff can not only handle quickly-shifting priorities but can help clients do so as well • There is an explicit and/or perceived career path into or out of the role. Strong candidates apply when a position is open.

Communication Best Practice • Communicate with senior IT management and clients, providing regular reports and metrics • Communicate with internal staff that the focus is on augmenting current working relationships Results • Senior management is informed and aware of the issues being brokered by Account Managers • Internal colleagues seek out Account Managers to help with problems