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Improve Business Satisfaction by 10% Through Business Relationship Management

Relationship management is the #1 driver of business satisfaction with IT.

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Contributors

  • Fabrice Boudou, World Trade Organization
  • Danella Dunning, New Zealand Transport Agency
  • Sandee Dela Cruz, Nuvo Research
  • David Voelker, Ameritas
  • Al Salas, Association of American Medical Colleges
  • Linda Lacy, EagleBank
  • Sean Parker, Confederated Tribes of the Umatilla Indian Reservation

Your Challenge

  • The business does not view IT as a strategic partner. Many CIOs are not invited to participate in organization-wide strategic planning and decision making.
  • The organization turns to shadow IT because they do not communicate with IT.
  • Organizations can’t get the budget for a Business Relationship Manager (BRM).

Our Advice

Critical Insight

  • Successful relationships drive successful IT organizations. For every 10% increase in relationship satisfaction, your business satisfaction with IT increases by 10%.
  • 64% of CEOs believe that IT’s understanding of business goals needs improvement.
  • How you structure business relationship management will dictate how it functions. Build detailed job descriptions and process activities for your BRM to drive value.

Impact and Result

  • Create a custom organizational structure with a BRM organizational design, job description and competencies, task descriptions, and job evaluation criteria.
  • Use our customizable presentation guide and talk track to build understanding and validate business partner feedback from the CIO Business Vision survey. Align and prioritize your efforts based on the results.
  • Implement a job shadowing program easily with our step-by-step deliverables and templates, including emails, checklists, goals, and results update templates.  

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should implement a relationship management function, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Measure business satisfaction

Use the CIO Business Vision survey to identify current and target state maturity levels and to identify target state metrics for business relationship management.

Guided Implementations

This guided implementation is a ten call advisory process.

Guided Implementation #1 - Measure business satisfaction

Call #1 - Overview of CIO Business Vision
Call #2 - Review documentation and prepare for launch
Call #3 - CIO Business Vision results call
Call #4 - Identify BRM priorities and organizational needs

Guided Implementation #2 - Design your BRM organization

Call #1 - Customize your BRM job description and responsibilities
Call #2 - Define BRM competencies
Call #3 - Select your BRM organizational model

Guided Implementation #3 - Launch BRM program

Call #1 - Review CIO Business Vision trends and priorities
Call #2 - Customize the CIO Business Vision communication and discussion guides and define goals of job shadowing program
Call #3 - Customize job shadowing documentation

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Conduct CIO Business Vision Survey and Analyze Results

The Purpose

  • Assess the organization’s satisfaction with IT and IT’s relationship with the organization.

Key Benefits Achieved

  • Reveal the satisfaction of the business with IT segmented by business unit and key IT processes.
  • Understand the results of your CIO Business Vision diagnostic.

Outputs

Activities:

1.1

Launch CIO Business Vision.

1.2

Assess CIO Business Vision results.

  • CIO Business Vision report

Module 2: Define Business Relationship Management Goals

The Purpose

  • Define the goals and metrics of the business relationship management program.
  • Understand the value of business relationship management and develop processes for demonstrating that value.

Key Benefits Achieved

  • Defined goals and metrics of the business relationship management program.

Outputs

Activities:

2.1

Define the mission and goals of the business relationship management program.

  • BRM vision and mission statement
2.2

Analyze key differences in satisfaction by location, department, and seniority level.

2.3

Identify current and target maturity levels for business relationship management.

2.4

Define success measures for Business Relationship Managers (BRMs).

  • BRM KPIs

Module 3: Build BRM Role

The Purpose

  • Thoroughly define the processes and mandates required for a BRM.
  • Lay the groundwork for creating the position and determine the staffing requirements.

Key Benefits Achieved

  • A custom BRM job description that best suits the needs of your organization.
  • A BRM organization in IT that will be responsible for the relationship between IT and the organization.

Outputs

Activities:

3.1

Build a COBIT-based RACI chart for BRMs.

  • BRM job description and responsibilities
3.2

Define role mandates.

3.3

Identify the BRM’s role in key processes.

3.4

Identify the number of BRMs required.

Module 4: Define BRM Competencies and Organizational Model

The Purpose

  • Clearly define the role of a BRM and facilitate the staffing process.
  • Define the position of your BRMs in the overall organization.

Key Benefits Achieved

  • Finalize the role of the BRM and how the BRM organization will report to IT and the organization.
  • Find the best internal candidates to staff this new role.

Outputs

Activities:

4.1

Define competencies required for BRMs.

  • BRM competencies analysis
4.2

Assess staff against competencies.

4.3

Select the organizational model.

  • BRM organizational model
4.4

Align BRMs with business partners.

Module 5: Build CIO Business Vision Engagement Plan

The Purpose

  • Turn your CIO Business Vision results into actionable insights to present them to business leaders.

Key Benefits Achieved

  • Receive support from the rest of the organization in creating your BRM role.
  • Ensure the creation of the role and generate buy-in from the organization.

Outputs

Activities:

5.1

Customize your CIO Business Vision presentation.

  • CIO Business Vision engagement plan
5.2

Practice presenting.

5.3

Define action plan and next steps.

  • BRM implementation action plan