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QuestionQ68

Relationship Management

A new service provider will deliver its services to external customers. It will also have many suppliers that contribute to the effective creation and delivery of the service provider’s services. A contracts team will also be created.

How should the organization BEST position its relationship management activities?

  • A Assign customer relationship activities to HR roles and supplier relationship activities to service teams
  • B Assign customer relationship activities to service teams and supplier relationship activities to the contracts team
  • C Assign customer relationship activities to service teams and supplier relationship activities to HR roles
  • D Assign customer relationship activities to the contracts team and supplier relationship activities to a dedicated relationship management role
Explanation

Service teams are the appropriate owners of customer relationship activities because they deliver and support the services customers consume. A contracts team is the appropriate owner of supplier relationship activities because supplier commitments, contractual obligations, and performance need to be governed to support service delivery.

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