Bridging the Gap: The Role of Business Relationship Management in Technology Consulting

Understanding Business Relationship Management in the IT Context

Business Relationship Management is a formal approach to maintaining a positive, productive relationship between a service provider, like an IT department, and its business partners.1 2 In the world of technology consulting, a Business Relationship Manager acts as a vital bridge, ensuring that the service provider understands the business's needs and that the services offered are in lockstep with those needs.3 4 This role is crucial because business objectives don't always seamlessly translate into technical realities, and vice-versa. The BRM professional essentially serves as a translator and a two-way conduit for information between business and IT teams.2 3

At its core, BRM aims to build strong, strategic partnerships, moving beyond a simple service-provider model to one of shared ownership and goals.1 The primary goal is to break down the silos that often separate business functions from IT, leading to more cohesive and effective strategic direction. A BRM helps business units navigate the complexity of IT, explore new ideas, and shape demand for IT services that can unlock new opportunities.3

KRJ Partners' Approach to Fostering Strong Client-Consultant Relationships

At KRJ Partners, our philosophy is built on the belief that lives are changed through collaboration and servant leadership. Our approach to Business Relationship Management is rooted in this client-first thinking, integrating innovation to deliver best-in-class outcomes. A key aspect of our strategy is to develop a deep and nuanced understanding of our partners' business goals, challenges, and operational processes.3

Our team, founded by President and CEO Kenya R. Jones, includes professionals with extensive experience in relationship management and performance management. We leverage this expertise to connect the right people and resources, ensuring project success. We believe that our ability to learn faster than the competition is our only sustainable competitive advantage, a principle that drives our commitment to continuous process improvement and enhancing the quality of outcomes for our partners.

A frequent challenge in technology projects is the disconnect in communication between technical teams and the business units they serve.3 This can lead to friction, frustration, and a divergence from strategic goals.3 To combat this, several communication techniques are essential:

Techniques for Effective Communication Between Business and IT Teams

• Use Clear and Simple Language: Technical jargon can be a significant barrier. Translating complex technical terms into understandable business language is crucial.

• Establish Dedicated Communication Channels: Utilizing tools like Slack, Trello, or Jira can streamline communication, provide transparency, and keep everyone aligned.

• Regular Cross-Department Meetings: Scheduled meetings and workshops provide a forum to discuss progress, clarify concerns, and make collaborative decisions.

• Encourage Feedback: Creating an environment where employees feel comfortable asking questions and providing feedback fosters a culture of continuous improvement.

• Leverage Visual Aids: Diagrams, charts, and presentations can make complex information more digestible and easier to understand, especially for visual learners.

Leveraging BRM to Drive Technology-Enabled Business Outcomes

The ultimate goal of BRM is to drive business value.5 In technology consulting, this means ensuring that IT initiatives deliver measurable results that are aligned with the client's strategic objectives. BRM achieves this by shaping demand, not just reacting to it. A skilled BRM helps business units explore ideas and transform them into viable projects that address real opportunities.3

By fostering a strategic partnership, BRM ensures that IT is not just seen as a cost center or an "order taker," but as a key enabler of organizational change and a driver of innovation.3 This is critical for success in an age of digital transformation. BRM professionals play a pivotal role in aligning business objectives with technology programs, thereby shaping the future of the organization5.

Real-world examples highlight the transformative power of effective Business Relationship Management.

One notable case study involves a healthcare provider that struggled with aligning its IT efforts with its primary business goals of enhancing patient care and operational efficiency. IT initiatives were often developed in isolation, leading to underutilized resources and a disconnect from clinical needs. By implementing a BRM framework, the provider was able to reshape its IT governance to be more business-centric, embed dedicated relationship managers, and create performance metrics tied to clinical and business outcomes. This resulted in greater transparency, increased satisfaction with IT service delivery, and a stronger strategic partnership between the business and IT departments.

In another example, Honda Manufacturing of Alabama (HMA) faced challenges with poor communication between its technology department and other business units, leading to production downtime. By implementing a BRM capability, HMA's technology leadership transformed the relationship dynamics, establishing strong partnerships with each business area. This led to enhanced project effectiveness, and the technology team came to be seen as a strategic partner, jointly sharing ownership of strategy and results. A key success was the seamless launch of a new mobile app for remote access, where the BRM effort shaped demand and ensured clear communication across the plant.

These cases underscore the significant impact that a dedicated Business Relationship Management approach can have on aligning technology with business strategy and achieving tangible, positive outcomes.

Case Studies:

Successful BRM Implementation in Technology Projects

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