Develop and manage IT customer relationships

proc:8.1Processes cluster

Basis: APQC PCF level-2 process group (category when variant-only). 48 member capabilities, clustered mechanically.

Member capabilities

Analyze it customer requirementsanalyzeItCustomerRequirements derived Accounting & Tax 0 offerings Analyze service performanceanalyzeServicePerformance derived Accounting & Tax 0 offerings Assess it customer operational capabilitiesassessItCustomerOperationalCapabilities derived Accounting & Tax 0 offerings Assess sla complianceassessSlaCompliance derived Accounting & Tax 0 offerings Collect feedback about it productscollectFeedbackAboutItProducts derived Accounting & Tax 0 offerings Collect it customer requirementscollectItCustomerRequirements derived Accounting & Tax 0 offerings Communicate it capabilitiescommunicateItCapabilities derived Accounting & Tax 0 offerings Create it marketing messagescreateItMarketingMessages derived Accounting & Tax 0 offerings Create it service marketing plancreateItServiceMarketingPlan derived Accounting & Tax 0 offerings Define future it servicesdefineFutureItServices derived Accounting & Tax 0 offerings Define service level agreementdefineServiceLevelAgreement derived Accounting & Tax 0 offerings Determine it performance indicatorsdetermineItPerformanceIndicators derived Accounting & Tax 0 offerings Develop improvement processesdevelopImprovementProcesses derived Accounting & Tax 0 offerings Develop it customer relationshipsdevelopItCustomerRelationships derived Accounting & Tax 0 offerings Develop it service levelsdevelopItServiceLevels derived Accounting & Tax 0 offerings Develop it transformation plansdevelopItTransformationPlans derived Accounting & Tax 0 offerings Develop it visioningdevelopItVisioning derived Accounting & Tax 0 offerings Develop transformation roadmapdevelopTransformationRoadmap derived Accounting & Tax 0 offerings Establish relationship management mechanismsestablishRelationshipManagementMechanisms derived Accounting & Tax 0 offerings Evaluate new programs servicesevaluateNewProgramsServices derived Accounting & Tax 0 offerings Evaluate program services effectivenessevaluateProgramServicesEffectiveness derived Accounting & Tax 0 offerings Facilitate solution design activitiesfacilitateSolutionDesignActivities derived Accounting & Tax 0 offerings Forecast it service demandforecastItServiceDemand derived Accounting & Tax 0 offerings Identify it customer transformation needsidentifyItCustomerTransformationNeeds derived Accounting & Tax 0 offerings Identify it opportunitiesidentifyItOpportunities derived Accounting & Tax 0 offerings Maintain it customer contractsmaintainItCustomerContracts derived Accounting & Tax 0 offerings Maintain it services catalogmaintainItServicesCatalog derived Accounting & Tax 0 offerings Manage it customer expectationsmanageItCustomerExpectations derived Accounting & Tax 0 offerings Manage it customer relationshipsmanageItCustomerRelationships derived Accounting & Tax 0 offerings Manage it requirementsmanageItRequirements derived Accounting & Tax 0 offerings Negotiate service level agreementsnegotiateServiceLevelAgreements derived Accounting & Tax 0 offerings Optimize match programs servicesoptimizeMatchProgramsServices derived Accounting & Tax 0 offerings Outline it service expectationsoutlineItServiceExpectations derived Accounting & Tax 0 offerings Plan it servicesplanItServices derived Accounting & Tax 0 offerings Prepare periodic forecastspreparePeriodicForecasts derived Accounting & Tax 0 offerings Prioritize it outcomesprioritizeItOutcomes derived Accounting & Tax 0 offerings Provide it transformation guidanceprovideItTransformationGuidance derived Accounting & Tax 0 offerings Support business casesupportBusinessCase derived Accounting & Tax 0 offerings Synthesize it performance informationsynthesizeItPerformanceInformation derived Accounting & Tax 0 offerings Track performance new program servicestrackPerformanceNewProgramServices derived Accounting & Tax 0 offerings Triage sla compliance issuestriageSlaComplianceIssues derived Accounting & Tax 0 offerings Understand business requirementsunderstandBusinessRequirements derived Accounting & Tax 0 offerings Understand it customer communitiesunderstandItCustomerCommunities derived Accounting & Tax 0 offerings Understand it customer environmentunderstandItCustomerEnvironment derived Accounting & Tax 0 offerings Understand it customer needsunderstandItCustomerNeeds derived Accounting & Tax 0 offerings Understand it customer strategyunderstandItCustomerStrategy derived Accounting & Tax 0 offerings Understand it landscapeunderstandItLandscape derived Accounting & Tax 0 offerings Understand it service requirementsunderstandItServiceRequirements derived Accounting & Tax 0 offerings