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The beauty and simplicity of common sense Business Relationship Management

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The beauty and simplicity of common sense Business Relationship Management

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The beauty and simplicity of common sense Business Relationship Management

  1. 1. The beauty and simplicity of common sense Business Relationship Management Andrea Kis TCS Public Copyright © 2013 Tata Consultancy Services Limited
  2. 2. Themes Introduction BRM and ITIL Personal relationships and BRM How to become better at building relationships Characteristics of a good BRM Real life examples Summary ITSM13 Andrea Kis TCS Public
  3. 3. Introducing your speaker Service Management and Integration Consultant with strong practical experience and passion in service and business relationship management. -2- ITSM13 Andrea Kis TCS Public
  4. 4. Introduction ‘Business relationship management is a skill, an ability not a process or a job title.’ Andrea Kis Takeaways •Understand business relationship management from a non-process structured point of view •How to improve customer satisfaction by building relationships •Understand what lessons from personal relationships can be easily applied to interactions in BRM •Understand the characteristics value of good BRM -3- ITSM13 Andrea Kis TCS Public
  5. 5. BRM and ITIL “Business Relationship Management aims to maintain a positive relationship with customers. ITIL Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs. “ ITIL v2011 -4- ITSM13 Andrea Kis TCS Public
  6. 6. IT and Business Relationship Management Shift in IT industry: From Provider to Peer You need BRMs in all levels of your IT organisation -5- ITSM13 Andrea Kis TCS Public
  7. 7. The Theory of Personal Relationships The categories of personal relationships: What ties us together? What‟s in it for me? The focus must be on the relationship from the viewpoint of the customer rather than the service provider to provide real value for business. -6- ITSM13 Andrea Kis TCS Public
  8. 8. Relationship types Pseudo relationship Committed relationship Ad-hoc relationship Don‟t fall into the trap of „fake relationships‟ -7- ITSM13 Andrea Kis TCS Public
  9. 9. BRM is like being in a relationship Take responsibilit y regardless of the outcome Treat your partner right • Be fair and honest with them Build their trust Be open about your mistakes Show them their feedback and opinion matters • Show them you care Listen to your partner Treat them like a valued partner -8- ITSM13 Andrea Kis TCS Public
  10. 10. Six competencies of relationship building 1. Inspire 2. Influence 3. Develop 4. Initiate change 5. Manage conflict 6. Establish teams and collaboration -9- ITSM13 Andrea Kis TCS Public
  11. 11. Depths of competencies - Inspire To be able to inspire, you will need to have:      Passion Purpose Listening Meaning Ability to communicate - 10 - ITSM13 Andrea Kis TCS Public
  12. 12. How to become better at building relationships Be personal and honest Be a good listener Build relationships at all levels in any scenario Manage expectations Engage in sharing a common goal - 11 - ITSM13 Andrea Kis TCS Public
  13. 13. Characteristic of a good BRM Someone who: Defines trust in an IT organisation Builds and maintains trusted, long term relationships Is a valued member of Business and IT leadership teams Is a strategic partner of the business Understands and interprets the true business need and demand - 12 - Common sense ITSM13 Andrea Kis TCS Public
  14. 14. Characteristic of a good BRM Someone who has: Broad knowledge of industries and businesses Excellent knowledge of technologies and trends - 13 - Common sense ITSM13 Andrea Kis TCS Public
  15. 15. Real life examples Macmillan Nurses and Disaster Recovery - 14 - Red vs. Green The Business Perception of IT SLA‟s Andrea Kis ITSM13 TCS Public
  16. 16. BRM Institute “... BRM is both an organizational role and a competency–one that can be held by business and service provider professionals whether or not they are assigned to a Business Relationship Management role...” http://brminstitute.org/ - 15 - ITSM13 Andrea Kis TCS Public
  17. 17. Summary BRM is a competency BRM is a skill BRM can be performed without a role BRM can be a role BRM is common sense BRM is understanding business demand and need - 16 - ITSM13 Andrea Kis TCS Public
  18. 18. Q&A - 17 - ITSM13 Andrea Kis TCS Public
  19. 19. Thank you for listening  Twitter: @AndieKis LinkedIn: http://www.linkedin.com/in/andiekis

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