The Business Relationship Management role sets itself apart from other organizational functions. BRMs Focus on facilitating communication and collaboration between business units and other project teams. By understanding the driving factors in relationship maturity and cooperation, BRMs can address change management activities and push organizations toward a more prosperous future.

Mature relationships directly relate to the level of trust and mutual understanding between various business units. As the maturity of a relationship increases, organizations become more receptive to change and can maintain a more proactive state. BRMs can assist in this change management state by building trust on all levels of an organization. An increased level of trust and collaboration between the customer and service provider, allows disagreements to be resolved effectively and services to be provided as per the realistic expectations of the customer (Gillingham 2022). They are establishing trust by demonstrating a mutual understanding of business needs and providing transparency throughout the change process. Transparency and effective communication are key ot managing change. BRMs are responsible for facilitating communication channels, ensuring all parties are on the same page. Bridging the gap between business units and creating a similar business language helps solidify stakeholder engagement by seeing input and involving key decision-makers. BRMs can ensure the fundamental changes align with the organization's goals and values, creating a stream-like state in the change management process.

Example:

UC San Diego would like to implement a new patient relationship management system with their primary care provider. The BRM can engage with primary care physicians and various medical departments to understand their specific needs and to emphasize potential discrepancies. By communicating these requirements to the software developer and IT, the system selection process can be communicated smoothly and effectively while aligning with primary care expectations and helping them visualize the benefits. The BRM can facilitate the implementation by providing updates, addressing concerns with both parties, and driving a successful change.

By leveraging relationship maturity drivers like trust and communication, BRMS can implement activities that facilitate an expected level of maturity. By aligning change management activities, BRMs can ensure a smooth transition that embraces the benefits of change management.

How could one respond favorably to the following author regarding the BRM role in change management? Highlight and repond to a specific part of the material that stands out as important and explain why? Why is the example provided relevent to the material?

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