The word “Service Relationship Management” might not be strange to some of us. In fact, all that happened between Service consumer and service provider can all be termed as service relationship.
We have two aspects of service relationships which are Service Provisioning and Service consumption.
Service Provisioning has to do with all that a service provider does in order to make his service available to customers.
Service consumption, on the other hand, has to do with all that a service consumer does in order to make sure that the benefits from the service that he has paid for. This includes making himself available so that he can receive the benefits of the service he has paid for. If someone pays me to train him for example, the individual has to make sure that he is available at the appointed time in order to receive that training.
Service Relationship Management consists of joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on the agreed and available service offering.
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