How CIOs can make Business Relationship Management (BRM) work

You established a business relationship management (BRM) function a few years ago, and it started out great. Your business partners seemed to really value this dedicated liaison between IT and their business functions. But after a few months of periodic system outages and other operational problems, the BRM got stuck in the weeds. She wound up working on issues that were more tactical than strategic, and the dream of a professional positioned to "shape business demand and ensure business value r