Relationship management (RM) is a strategy in which a continuous level of engagement is maintained between an organisation and those it works with. In the context of this project, relationship management looked at the relationship between two 'businesses' (i.e. ECC and care providers) rather than relationships between ECC and services users (i.e. customer relationship management - CRM).

Relationship management aims to create a partnership between the organisation and those it chooses to work with rather than considering the relationship merely as transactional. Therefore, providers who feel that ECC responds to their needs are more likely to want to continue working with the Council. Additionally, maintaining a level of communication with providers will allow ECC to identify potential sources of costly problems before they come to a head.

Underpinning good relationships is the need to partner effectively. Effective partnerships are generally said to be based on:

• Good information sharing;
• Effective communication;
• Openness and trust;
• Shared understandings; and
• Effective consultation and engagement.