Customer Relationship Management for IT Professionals
J. Dowling - January 17, 2001

Introduction

A satisfying relationship between IT and line of business is maintained through ongoing dialogue that is meaningful to both parties. The discipline of 'Conversations for Alignment,' a title for a simple technique for making and managing commitments, enables such a dialogue. My consulting group and I have done a good deal of research into what makes a strong supplier/customer relationship. The bottom line is trust. However, trust needs to be earned through a series of conversations and commitments that have been met. Buyers tell us they want to be informed, understood, supported, and respected. Suppliers tell us they want the opportunity to assess the value of their offerings to prospective applications, to be treated fairly, and to have the opportunity to make good on commitments...