Business Relationship Management

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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
Okay, My learners, we are on less than 2.5. Business relationship management
00:08
are so are learning objectives. We will cover the understanding of business relationship management, which is the BRM. The concepts, the key concepts and focuses of the BRM as well as what other processes are measured with the successful BRM implementation.
00:25
Alright, so business relationship management BRM So the purpose of this is is to identify the customer needs and to ensure the service provider can meet those needs. So historically, many organizations established at BRM so a business relationship manager role
00:42
to focus on some of the service providers, customer facing activities and tasks.
00:47
So some of these activities will be consistent with or complement the service level management process. So it become so it could become clear as the role matured that there were that there are something something's unique activities
01:03
that's related to the BRM role. So the BRM process describes the activities performed by this important role. So both the BRM process, as well as the role of the BRM are involved throughout the whole service life cycle.
01:22
Okay,
01:25
All right. So the objectives of the brm So it's to ensure that the service provider is meeting the business needs of the customer, right? You worked with the customer, ensure the services and the service levels are available and delivered with the value that's needed.
01:42
You prioritize services based on the standing of the customer needs,
01:48
and then you ensure that the higher level of customer satisfaction through meeting customer requirements.
01:53
And again you identify potential impacts the surface offers. So, for instance, changes in the customer environment or the technology trends, so things of that nature. So then you excite. You also established the business requirements for new and change services,
02:08
as well as worked with those customers to ensure services are delivery is
02:14
valuable, that you deliver that value. And then you made your mitigate, um, in cases off
02:23
where there are conflict ing requirements so to the services from different business units. So you make sure you are the mediator in between that and as well as establish a formal complaint and complement processes. So to establish, like a more formal complaint and escalation process for that customer,
02:42
so understanding that their words and their concerns are being
02:46
rectified.
02:49
Okay,
02:51
and then we go into excuse me, business relationship the scope of it. So BRM is focused on relationship with the customer, ensuring that the service provider understands customer needs and is able to provide services that which meet those needs
03:07
so that the needs of the customer evolved over time. So this emphasizes on the relationship
03:13
off that developed that was developed and maintained to relationship. Building is critical in the stages.
03:21
So this is the scope of the BRM,
03:28
okay, and then we go into the internal services and the external services. So when you take a look at, um, the BRM so if there's other processes that are is concerned with the customer satisfaction, right, so they are just focused on more specific processes, activities like take the example of the BRM and the SLM.
03:47
So to fulfill these objectives,
03:50
the BRM process needs toe work closely with other I t service management processes. So in many cases there are there may seem to be an overlap between the BRM and other processes so clearly defined and communicated Roles and interfaces are vital to effectively communicate,
04:06
and it's execute a service management activity.
04:10
So while the SLM and the BRM are concerned with customer satisfaction as you see thes two processes differ slightly in their environment and approach. So although these processes may performed by the same people and some organizations, the nature of the work is quite different.
04:30
Okay,
04:31
so here we want Thio. The figure shows you the highlight of the difference between the BRM and the SLM. So when you take a look, so these are the other processes that are concerned with customer satisfaction and they are just focus on more specific processes, activities and actions.
04:51
So you see the purpose
04:53
off. The BRM is again to establish and maintain business relationship between service providers and customers, and it's neat business needs. Whereas SLM there to negotiate the service level, agreements the warranty terms with customers and to ensure that all service management processes
05:11
our operational level agreements
05:14
in our underpinning contracts are appropriate for the Greek service level targets. So it focused on Lee on the warranty, the quality of the service and when you look at the focus for the BRM, it's more of a strategic and tactical approach. So the focus is on the overall relationship between the service provider and its customer, which the services
05:32
the service provided with delivered to meet that customer needs
05:36
in the Tech in the SLM focus on on a technical and operational side where they focuses on reaching agreement on level of service that will be delivered for new or existing service. So rather, the service provider was able to meet those agreements or not so and that in the primary measure for the BRM
05:57
is to customer satisfaction of what, of course.
05:59
So it also has the improvement in the customers intentions to better use off to better use and paid for the service. So another metric is whether customers are willing to recommend the service to another potential customer. And the SLM primary measure is
06:17
achieving agreed levels of service.
06:19
So which leads to a customer satisfaction overall. So these are the highlighted differences between the BRM in the SL. Um,
06:31
okay, we can move on
06:34
to the summary. So the summary for within less than 2.5 is introduction to Key concepts, which is the business relationship management. Sorry for the type of there, but it's 2.5
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