Applied Business Relationship Management Fundamentals

Course: Applied Business Relationship Management (BRM) Fundamentals

Components: Interactive Classroom Workshop (16 hours)

Overview

In this time of reduced budgets and organizational change, many organizations are challenged with finding ways to deliver services in a highly constrained and competitive environment.

In some cases, this may result in the requirement for Service Providers to identify, nurture and manage new relationships between their organization and their corresponding customer base. Customer demand management, service provider value harvesting, and trusted relationships are recognized as key components to these relationships and form the basis of the ‘Business Relationship Management’ (BRM) discipline.

In order to assist Service Providers in the realization of this value, Corporate Oasis has established the ‘Applied BRM Fundamentals’ training program.

Target Environment

This offering is intended for organizations that:

Wish to establish an internal culture of ‘Service Provider – Customer’ relationships
Plan to embark upon the creation of Business Relationship Management (BRM) roles, services and a common service language
Are looking to avoid common, potential pitfalls in the establishment of a BRM culture
Have a need to identify the current relationship maturity level and pain points

Intended Audience

This course is intended for individuals that:

Work in a ‘Service Provider’ domain (eg: HR, IT, Legal, Accounting, etc)
Have been tasked to build and nurture Service Provider – Customer relationships
Require a foundational knowledge of the art and discipline of Business Relationship Management (BRM)
Wish to obtain a solid footing for future BRM Management education and certification.

Prerequisites

Students should have exposure to the Service Provider’s domain of knowledge; however there are no specific BRM related prerequisites for this course.

Learning Objectives

Students will obtain the foundational knowledge required to understand the discipline of Business Relationship Management, obtain access to the BRM common language and understand the core capabilities that could potentially lead to a subsequent career in Business Relationship Management.

The Course will consist of:

Overview of BRM Key Concepts:
- Detailed overview of the BRM role, concepts, capabilities and disciplines
- BRM vs Customer Relationship Management (CRM)
- Identify common pitfalls in BRM adoption
- Review of industry examples of BRM success / failure

In-Class Workshops (Making it ‘Real’):
- Identification of current relationship maturity levels, constraints and challenges
- Guided group exercise relating to pain points
- Identify solution options and recommendations
- Identify risks to BRM execution and models for success

Post-Class Deliverables:
- Student mentoring (1:1 and team)
- Submission of report to management

Upon successful completion of the course, the participants will learn:

	• Overview	What is Business Relationship Management as a discipline
	• Key Concepts	Understand the concepts, skills, capabilities of a Business Relationship Manager
	• Risks	How to anticipate and respond to potential relationship risks
	• Maturity models	How to determine the maturity level of their current relationships
	• Communications	Relationships, communications and effective meetings
	• Conflict	Methods of identifying and managing conflict in a business relationship
	• Leadership	How to create a Service Provider relationship culture

Classroom Training

The scope of the classroom training includes the following:

16 hours of onsite, instructor-led training
Class slide deck
Workshop notes, observations and action items
Class Templates and Notes
In class student / team workshops

Post Classroom Mentoring

Upon completion of the 2 day classroom environment, the students also receive the following:

Up to 10 hours of onsite team mentoring post-class within 30 days of the classroom sessions
Focus is on further refinement, and understanding, of classroom education pertaining to their role
A report is submitted to the education sponsor including:
- Overview of training topics covered
- Specific reference by the students regarding their ‘real world’ examples
- Results from the 10 hours of onsite mentoring
- Observations and recommendations

Class Material (Physical)

The following material is provided for the students as post-class reference. Note that although these texts provide Business Relationship Management information in the terms of Information Technology, the material is highly portable to any Service Provider domain:

Value and Flexibility

The base price per student is C$1,200.00 however discounted rates are available for larger classes. This can be discussed with your local Corporate Oasis representative. The following outlines the additional value resulting from this offering:

Each student will receive a $100 discount coupon for our BRM Professional Certification class
Our instructors provide up to 10 hours of complementary mentoring within 30 days of the class completion
Components of your current processes, templates and methodology can be embedded into the training based on the specific needs of each environment
All courses are provided in an interactive classroom format by a senior BRM instructor
Session schedules can be modified to suit your needs.
Discounts available for students who have already obtained the reference textbooks

The course:

Assumes onsite instruction
Includes 10 hours of onsite mentoring
Conducted over 2 consecutive days

BRM Course Roadmap

The following tables provide an overview of how each course offering relates to the various target audiences:

MORE INFORMATION

Morgan McKenzie - Best Buy