ENTREPRENEUR OR INTERMEDIARY: THE NATURE OF THE RELATIONSHIP MANAGER’S JOB

C. Suzanne Iacono, Mani Subramani, John C. Henderson

Research output: Contribution to conferencePaperpeer-review

13 Scopus citations

Abstract

A new liaison role between Information Systems (IS) and users, the relationship manager (RM), has recently emerged. According to the prescriptive literature, RMs add value by deep understanding of the businesses they serve and technology leadership. Little is known, however, about their actual work practices. Is the RM an intermediary, filtering information and sometimes misinformation, from clients to IS, or do they play more pivotal roles as entrepreneurs and change agents? This article addresses these questions by studying four RMs in four different industries. The RMs were studied using the structured observation methodology employed by Mintzberg (CEOs), Ives and Olson (MIS managers), and Stephens et al. (CIOs). The findings suggest that while RMs spend less time communicating with users than one would expect, they are leaders, often mavericks, in the entrepreneurial work practices necessary to build partnerships with clients and to make the IS infrastructure more responsive to client needs.

Original languageEnglish (US)
Pages289-299
Number of pages11
StatePublished - 1995
Externally publishedYes
Event16th International Conference on Information Systems, ICIS 1995 - Amsterdam, Netherlands
Duration: Dec 10 1995Dec 13 1995

Conference

Conference16th International Conference on Information Systems, ICIS 1995
Country/TerritoryNetherlands
CityAmsterdam
Period12/10/9512/13/95

Bibliographical note

Publisher Copyright:
© 1995, Association for Information Systems. All rights reserved.

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