Certified Associate in Business Relationship Management

Course Overview/Definition

Business Relationship Management is a formal approach of understanding,defining, and supporting inter business activities related to business networking. Associate level supports the BRM role and ensures it has the competencies to be effective and deliver value to both the provider organization and its business partners.

Certified Associate in Business Relationship Management is basic level which gives the fundamentals elements of Business Relationship Management methodologies.

Exam Format

  • Multiple choice
  • 40 questions per paper
  • Time duration: 60 minutes
  • Closed Book

Pre-requisites

There is no pre-requisite

Target Audience

This certification is suitable for professionals working in the areas of

  • Business Relationship Managers
  • Strategic and Tactical
  • CIOs
  • Customer Relationship Managers
  • Service Delivery Manager
  • Project Managers

Course Outline

Chapter 1: Introduction

  • BRM Overview
  • Scope and Objectives
  • Value to Business
  • BRM Roles
  • BRM Principles
  • Functions and Processes
  • Tools and Techniques

Chapter 2: BRM Strategy

  • Business Case
  • Stakeholder Management
  • Negotiation
  • Communication Plan
  • Portfolio, Finance and Demand
  • Documentation
  • Quality Control

Chapter 3: Policies, Processes and Development

  • BRM Policies
  • Agreements
  • Contracts
  • Metrics- KPI, CSE
  • Development and Delivery

Chapter 4: Customer Satisfaction and Complaints

  • Maintaining Customer Relationships
  • Customer Satisfaction Surveys
  • Customer Complaint Management

Chapter 5: Reviews and Improvements

  • Reviews
  • Reports
  • Improvements