Integrated Business Relationship Management

 

Course: Integrated Business Relationship Management (BRM)

Components: Interactive Classroom Workshop (24 hours)

 

Overview

All organizations exist to provide value to customers in some shape or form. The Business Relationship Management (BRM) discipline is commonly recognized as the means of ensuring that this value is realized and that customer demand is anticipated appropriately.

In many cased, the BRM discipline has become formalized as a specific role in the organization as a means of bridging the relationship between the Service Provider and Customer Representative(s). This discipline can be represented as a capability that can be specifically measured, matured and embedded within the organizational culture based on mutual trust.

In order to assist both Service Providers and Customer Representatives in the maturing of this culture, Corporate Oasis has established the ‘Integrated Business relationship Management’ 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 Service Providers and Customer Representatives that:

  • Work in a ‘Service Provider’ domain (eg: HR, IT, Legal, Accounting, etc)
  • Wish to extend and focus the Service Provider – Customer relationship from either perspective
  • Wish to integrate the BRM role into the Demand Management and Portfolio practices
  • Require a means to enhance the harvesting of Service Provider value and minimizing value leakage

Students will have obtained the equivalent of the ‘Applied BRM Fundamentals’ class either through experience or directly via the classroom offering. In particular, students have:

  • Established an internal culture of ‘Service Provider – Customer’ relationships
  • Embarked upon the creation of BRM roles, services and a common service language
  • Identified the current relationship maturity levels, constraints and challenges

 

Learning Objectives and Outline

Students (both Service Providers and Customer Representatives) will obtain the ability to identify key touchpoints in their corresponding business relationships, build a culture of value harvesting, identify value leakage, and create processes for managing customer demand while maturing the overall relationship.

The Course will consist of:

  • Key Concepts:
    • BRM Summary review
    • ‘Diving Deeper’ – Enhancing Service Provider and Customer relationships’
    • Collectively identifying and resolving value leakage
    • Anticipating and Managing Demand
    • Value harvesting
    • Integration with Portfolio, Program and Project Management
    • Anticipating, Identifying and Resolving conflict
    • Relationship Risk Management
  • In-Class Workshops (Making It ‘Real’):
    • Current state analysis
    • Desired target state analysis
    • Gap analysis
    • Expectations of each side of relationship to reach target state
    • Measuring and managing ongoing 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 Be able to identify key touchpoints on both side of their respective relationships
•   Advanced Concepts Obtain a deeper understand the skills of a Business Relationship Manager
•   Value How to identify areas of value harvesting and possible value leakage
•   Demand Management Create process to anticipate customer demand and link to Portfolio Management
•   Communications Leveraging alternative communication methods for maximum effect
•   Conflict Methods of identifying and managing conflict in a business relationship
•   Leadership How to integrate the BRM practice deeply into the organizational culture

 

Classroom Training

The scope of the classroom training includes the following:

  • 24 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 3 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$1,800.00 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
  • 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 3 consecutive days

 

BRM Course Roadmap

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

 

MORE INFORMATION

 

Calgary         403.456.3402

Vancouver    604.282.7898

Toronto        416.855.0292