This area of the business model canvas represents your standing in each customer segment. To most businesses it boils down to the strength of their brand. It’s a quality that takes time to achieve and requires constant attention to maintain – demanding appropriate processes to define how to do it.
Customer relationships are also a good reason to invest in your enterprise architecture because it means you’re more likely to serve them will with efficient processes and have a secure and reliable IT architecture that isn’t in danger of collapsing with dissatisfied customers as a result.
As a contractor, my relationships with agencies depend on clear and timely communication via email, phone, and face-to-face. Client relationships depend on quality of consultancy and ability to work with their staff. As such, this area doesn’t introduce any additional information entities or capabilities.