Certified Professional in Business Relationship Management

Course Overview/Definition

Certified Professional in Business Relationship Management will be able to demonstrate understanding the characteristics of the BRM role and what it means to perform as a trusted advisor, contributing to business strategy formulation and shaping business demand for the provider’s service. It is also intended as a comprehensive foundation for Business Relationship Managers at every experience level, with the training and certification designed to provide a solid baseline level of knowledge.

Exam Format

  • Multiple choice
  • 100 questions per paper
  • Time duration: 120 minutes
  • Closed Book

Pre-requisites

There are no pre-requisites to apply for CPBRM exam but completing Certified Associate Business Relationship Management certificate is recommended.

Target Audience

The Certified Professionals in Business Relationship Management is aimed for

  • 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