CERTIFIED BUSINESS RELATIONSHIP MANAGER

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1 CERTIFIED BUSINESS RELATIONSHIP MANAGER Leadership Stream Management, Business and Stakeholder Relationship personnel This Program is designed to provide graduates with a Nationally Accredited Professional Qualification for Business Relationship Managers and the nationally recognised Diploma of Management (BSB51107) focusing on Business Relationship Management and Australia s only formal and nationally recognised Certified Business Relationship Manager designation Dip. Man. CBRM. The course focuses on the science and art of sales through service excellence from better Business Relationship Management. The Certified Business Relationship Manager/Diploma of Management program has been approved for Federal Government employer incentive payments of up to $4,000 per eligible candidate (terms and conditions apply). Sales, account executive, stakeholder and contract management staff who are responsible for most of our business relationships come from a variety of backgrounds. Unlike other professions such as accounting there has been, in Australia, no formal industry body recognition. Anyone may call themselves a Business Development or Relationship Manager but few have any qualification other than experience to prepare them for the role. Despite job titles such as sales director, business relationship manager, sales manager, contract manager, business to business manager, few people holding these positions have any formal sales or business relationship qualifications. They come from diverse backgrounds some have undergraduate degrees from a wide variety of disciplines, others have completed more generalised post graduate study such as an MBA. A significant component of Australia s business relationship managers and professionals have no formal qualifications instead gaining considerable experience at a variety of sales roles in the organisation before working their way up through the ranks. Professionals in other roles study their chosen discipline and then are recognised by their professional association. For example, despite studying a recognised accounting degree, an accountant is not Certified or Chartered until they have worked through their professional body s course requirements and are recognised as qualified in the field. The CSIA believes it is time Australian organisations treat service as importantly as finance.

2 The Customer Service Institute of Australia has worked with leading organisations to develop a training, assessment and certification program leading to a Diploma of Management for Business Relationship Managers and Australia s only formal and nationally recognised Certified Business Relationship Manager designation. The CBRM program includes a workbook, lectures, assignments and an assessment by CSIA Education Services, an RTO leading to a nationally recognised a Diploma of Management under the Australian Qualifications Framework. It is time for all those in industry and the government sector with stakeholder and business relationship management responsibilities to gain formal professional qualifications and for CEOs and human resource departments to insist on only employing business relationship leaders recognised by Australia s peak professional body for customer service through sales the Customer Service Institute of Australia. Certified Business Relationship Manager Dip. Man. CBRM The Program is designed to provide graduates with a Nationally Accredited Professional Qualification for Customer Service Managers the Diploma of Management focusing on Business Relationship Management and Australia s only formal and nationally recognised /Certified Business Relationship Manager designation. The Diploma of Management program has been approved for Federal Government employer incentive payments of up to $4,000 per eligible candidate depending on your current qualifications (terms and conditions apply). Senior customer service professionals and those who are or are seeking to become Sales Directors will benefit from this advanced qualification. CBRM Course Benefits Since June 2010, the CBRM program has been the formal professional qualification required for immediate full Membership status of the CSIA. The CSIA is the peak customer service body in Australia and the only customer service organisation for professionals in Australia which is a Member of the International Council of Customer Service Organizations Upon successful completion of the program, graduates are awarded a free year s membership of the CSIA at full Member status and recognition of member s professional standing through a certificate and use of the CSIA s designatory post-nominal letters: CBRM. Those who have completed the Diploma of Management will be permitted use of the Dip. Man. CBRM post-nominal letters. Becoming a Certified Business Relationship Manager opens many doors both domestically and internationally. The CBRM designation is your passport to a leadership career in customer service. The CBRM program has been developed with a mix of technical rigour and practical workplace based projects with a focus on developing leaders in the customer service discipline able to quickly contribute at the organisation s most senior level including board membership.

3 Soon all employers will look for the Certified Business Relationship Manager qualification when seeking to hire customer service personnel or promote from within. Benefits for Employers The goal of this professional qualification is to increase the level of sales through service excellence in organisations across Australia Employers will have access to sales and relationship leaders with more confidence. This confidence will be developed through increased job skills and a greater understanding of business relationship management methods, tools and techniques The practical, work place based projects will enable your CBRM graduates to tackle problems relevant to your management system while they learn Only three days away from the job the bulk of the program is self-paced learning via workbook, internet and projects only two days of lectures and assessment are held off-site Because CSIA is a customer service professional body, the fees are modest and competitive when compared with other disciplines professional qualifications and even ad-hoc customer service training, seminars and workshops Course Features and Outline Business Relationship Management is increasingly becoming a vital business issue as organisations realise the benefits of an integrated, strategic business relationship management system for providing effective client support. Professionals working within business to business contract-based operations need to keep informed about the latest techniques and experiences. From individual key account managers, contract managers, to Business Relationship, Stakeholder and Contract Management Departments, the importance of developing a valued relationship with clients by establishing and using a strategic Business Relationship Management system is an essential foundation of long-term business retention and growth. The effective management of complex Business Relationships is increasingly recognised as a vital business issue. Organisations are aware of the benefits of an integrated, strategic business to business relationship management and customer service system for providing effective long term customer support lending to greater customer retention and advocacy.

4 Program Content This program consists of a three day course combined with workplace/home based activities and assignments undertaken over no more than 12 months to complete the workbook. The aim of the Business Relationship Management development program is to improve the relationship management and marketing skills of managers at your company. The course will provide graduates with certification from the Customer Service Institute of Australia as a Certified Business Relationship Manager as a Nationally Recognised Diploma of Management (BSB 51107) for Business Relationship Managers. Course Features The certification program features a workbook, readings, assignments, featuring relevant material from Australia s best service specialists and practitioners. To really motivate and inspire candidates the course has a full day of lectures and interaction with some of Australia s service leaders and is finalised with a further day of assessment, review and feedback Students can work at their own pace with only three days of off-site lectures and assessment the work book and projects can be completed over time to fit in with existing work commitments. The workbook is comprised of five modules, each covering a vital aspect of service excellence and includes readings, case studies, exercises and projects. The course has been designed to remain up to date and is subject to ongoing review by some of Australia s most senior customer service executives and CEOs. Course Modules Course aim At the end of this Course, students would have completed the following five modules: 1. Strategic relationship management 2. Effective client relationship management 3. Building effective relationships internally and externally 4. Measurement and continuous improvement of business to business relationships 5. Sustaining business to business relationships

5 Key learning objectives Module 1: Strategic Business to Business Relationship Management Understanding Business Relationships The importance of Business Relationships and working collaboratively to achieve strategic business objectives The main components of business relationships and how Business Relationship strategies enhance an organisation s capability to record and identify a successful, overall business strategy. Explain the term Strategic Business Relationship Management and the balanced score card methodology Module 2: Effective Client Relationship Management Understanding behaviours which enhance trust Understanding and Managing Customer Perception and Corporate Reputation Client retention and contract renewal The lifecycle of a business relationship Power, trust and dependency in business to business relationships The chain of support and moments of truth Module 3: Building effective relationships internally and externally Business Relationship competencies Team requirements for business to business relationship management Describe the Major Communications Elements of Business to Business Relationships Stakeholder management for business relationships Emotional Intelligence and Effective Communication Module 4: Measurement and continuous improvement of business to business relationships Client/customer feedback and surveys Developing a customer focused business management strategy for continuous improvement of business to business relationships Understand the key components of customer feedback systems and explain how the information can be incorporated into a continuous improvement program. Explain how technology can be used to enhance customer transactions for exiting and future customers including managing information from customer surveys Analyse client/customer expectations and use them to set organisation-wide service standards and KPIs to measure that the standards are being met within contract parameters Understand the Financial Cost of Bad Service and the effect it has on all aspects of the Business Relationship Understanding service recovery techniques

6 Module 5: Sustaining Business to Business Relationships Understanding business to business partnerships and alliances Suggest ways to reward key individuals and publish their success Understanding client needs and their relationship to the contractual agreement Develop Influence and Compromise Skills Understand effective negotiation Bringing a Customer Focused Business to Business Strategy to Life Identify Long-term Challenges to Managing the Business to Business Relationship Benefits By becoming a Certified Business Relationship Manager through the completion of this course, you will obtain valuable knowledge of best practice business to business systems and tools. As a successful graduate you will also benefit from: Increased professionalism through higher knowledge and effectiveness; The sense of satisfaction from completing this course; Being awarded the Certified Business Relationship Managers certificate, a recognised professional qualification from the Customer Service Institute of Australia, which is highly marketable. Course Duration Three days with CSIA instructors in a classroom environment and ongoing mentoring workplace based activities and assessment with the program being completed in approximately 9 to 18 months. Recognition of Prior Learning (RPL) and Assessment CSIA respects that your previous studies, short courses, work and life experiences contribute to your skills and competency. The CSIA qualifications the skills and knowledge you gained throughout your life. To reflect this approach you ll be assessed through course work, workplace activities and the observations of your managers, customers and colleagues. CSIA collates this data into a body of evidence that demonstrates your competence.

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