Course description

In this course, participants will learn the factors that influence partnerships and relationships between clients (customers), suppliers, and other key stakeholders to promote project success. Participants will learn and apply Customer Relationship Management (CRM) and Supplier Relationship Management (SRM) techniques to create and maintain successful partnerships. This course combines individual exercises with interactive group discussions and role play to allow participants to apply learned partnering strategies and techniques.

Who should attend

Individuals who will benefit from this course include project, program, and portfolio managers as well as team leaders and team members.

What you will achieve

Gain a comprehensive understanding of the benefits and challenges of actively performing CRM and SRM to strengthen partnerships and promote project success.

What you will learn

Course Outline

Module 1: Partnership Fundamentals

• Relationship-Building Strategies
• Stakeholder Analysis and Expectations
• Client and Supplier Perspectives
• Engagement Levels and Methodology
• Change and Conflict Management
• Procurement and Contract Fundamentals

Module 2: Customer Relationship Management (CRM)

• CRM Goals and Key Drivers
• Understanding Client Needs
• CRM Roles and Responsibilities
• CRM Stages, Models, and Technologies

Module 3: Supplier Relationship Management (SRM)

• SRM Benefits and Challenges
• Principles and Guidelines
• Tools and Techniques
• Metrics and Performance Evaluation