Openreach Customer Business Management Function
Following on from the February edition of the Undertakings Bulletin we know that many Communications Providers are keen to do business directly with Openreach but are concerned that their account manager hasn't been appointed yet.
Careful thought has gone into the creation of this organisation, including consultations with customers about the nature and scope of account management that is needed in Openreach.
The result is the Customer Business Management Team. Led by Dave Newbold, who joined Openreach in late December, the team that is being created is not a traditional sales organisation; instead it is accountable for the overall business relationship with customers and is all about understanding their business, and delivering against their needs. The Customer Business Managers (CBMs) will be rewarded based on their personal contribution to the customers’ and Openreach's business. They will not be rewarded on Sales Order Value. Accordingly, Openreach want to recruit people who understand these values and objectives.
Steve Robertson, CEO of Openreach and Dave Newbold, Director, CBM, have provided written assurances to Ofcom that 50% of the vacancies will be filled by the end of March 2006. This has been exceeded as 60% of the team are in place at the start of April and recruitment continues apace.
In the interim, customers have been asked to continue to use their existing BT contacts and can also liaise directly with the relevant product specialists.