This document outlines best practices and insights in Service Delivery Relationship Management (SDRM), emphasizing the importance of human relations in delivering services effectively. It introduces the '5 C’s' and '3 R’s' as essential components for successful service engagement, focusing on customer-first approaches, collaboration, and proactive issue resolution. Additionally, it highlights the significance of building relationship capital to enhance SDRM equity and ensure long-term client satisfaction.

1. Customer Service Delivery Management
Best Practices in SD Relationship Management
The 5 C’s 3 R’s of Service Delivery Management
Masaf Dawood
Sep 04, 2013
Practices
Overview
Insights
Execution

2. Overview – What the heck are we talking here…
 The purpose of this presentation is to record best practices
and insights in regards to
SDRM – Service Delivery Relationship Management
 SDRM provides a coherent set of practices, processes and
people to manage the delivery of services account/client wide.
 SDRM Sometimes this stuff is not covered in formal training,
account operations manuals, ITIL processes and would be
useful to familiarize yourself and be aware of the human side
of service delivery management.

3. What has art got to do with Science of Service
Delivery…..???
The art of customer service delivery
management deal’s with meeting
customer needs while using resources
optimally and efficiently to deliver the
required products/services.
Hang tight and go to the next slide… please

4. What is art got to do with Science of Service
Delivery…..Human Relationship
Successful engagement depends in part
on human relationships and relationship
management.
Don’t overlook the human side of this
equation!!!!

5. Service Delivery = Relationship Management
Human Networking Effect (HNE)

6. Human Networking Effect = SDRM Equity!!!!
WTH is SDRM Equity… please proceed to next slide

7. Secret Sauce is Getting 5C’s Right…..
C1 Customer Always first!!!
Empowered
Team
C2 Collaboration
Engagement
Model
Operational
Process
Foundation
C3 Critical
Response
Time
Highest
Priority
C4 Capital
Cost
Conscious
Optimized SD
Model
C5 Clarity
RACI Clearly
Defined
Role Clearly
Understood
Successful Engagement will need to have their own
secret recipe for the engagement at hand!!!

8. Secret Sauce is Also Getting 3R’s Right…..
R1 Receive
Acknowledge
Page
Respond
R2 Resolve The
Issue
Restore
Services
Operational
Process
Foundation
R3 Remediate Root Cause Innovate
Successful Engagement will need to have 3 R’s
Right!!!! R lifecycle is based on SLA’s.

9. Relationship Capital - A Key Component of SDRM
Equity
 Build the relationship capital from day one!!!!
 Built Equity ---------- reduce deficit!!!!
 Focus on service sincerity vs. SLA’s in the contract.
 Equity is hard to build and provides cushion against
unwanted or bad things.
 Bad things will happen and what would you do in that
case….

10. Relationship Capital - A Key Component of SDRM Equity
 Don’t expect any favorable response in times of crisis
if you haven't worked on it already and laid a strong
foundation.
 Customer are more like GM/Managers/coaches…..
Benevolent and Unforgiving at the same time.
 If you do well – let you run with it and if you screw up
you get unwanted scrutiny.
 Everybody loves a winning team!!!

11. Summary and Some Pointers...
 u want the client to respect you and no love you.!!!
 Continuous good news brings good market
returns….. Likewise bad news erodes the
relationship equity and creates unhappiness.
 Pilot on low hanging fruits to build the initial trust
 Always keep lines of Communication open.
 Don’t be a miracle worker…..!!!!
 Be a regular diligent worker…@@@@