As a norm, the Relationship Management Team aligns itself with the customer’s current and future business objectives. This allows them to have a perspective from the customer’s point of view rather than Espire’s, thereby encouraging them to be ambassadors of the client at Espire rather than the other way round.
Their key result areas include, besides predefined goals and targets of the project, measurable parameters of customer satisfaction. We even drill down further, to seek Employee satisfaction with our work, within the client organization.

As an SEI CMMI Level 5 organization, we have defined roles for various persons within a Relationship Management Team.

The key roles within Espire’s Relationship Management Team are described below:

• Business Development Manager: A BDM at Espire is responsible for the following tasks:
• Overall relationship management
• Contractual & Commercial Arrangements
• Coordination between Client and various departments at the backend of Espire (like Resource Management Group, Accounts, Operations, etc.)
• Project Reviews
• Escalation of Issues within Espire or customer as appropriate
• Change Management
• Planning

The Business Development Manager is also responsible for maintaining and growing the relationship between the two organizations, even after the project is over.

• Project Manager: For every project handled by Espire, a Project Manager is identified, who is singularly responsible for all the project management activities within the project. This Project Manager essentially is the single point contact between the Client and Espire for all technology and delivery related issues. This approach ensures that communications are streamlined between both organizations and operational efficiencies are maximized. Some of the key deliverables of the Project Manager with respect to Relationship Management are:
• Project planning at the time of initiation of the project. A detailed project plan is prepared and discussed with the Client and then finalized.
• Defining escalation routes (within Espire and the Client) during initiation of the project and adherence to the same.
• Project monitoring and course corrections
• Regular interaction with and feedback to the Client through e-mail, teleconference and Weekly Progress Report etc.
• Customer and employee satisfaction surveys
• These deliverables are over and above the responsibilities that accrue to him in terms of managing the complete project.

• Relationship Manager: Upon completion of a project to the complete satisfaction of the client, a Relationship Manager is identified who then becomes the single point of contact within Espire for all issues arising out the delivered product/service. Once again, the Client organization needs only to communicate with this Relationship Manager for resolution of any situation. This provides the confidence to our Clients that their relationship with Espire extends beyond the techno-commercial boundaries of the specific project.