Course curriculum

  • 1

    Chapter 1: The 0 To 10RM Framework

    • Front Page

    • 0 to 10 Relationship Management

    • Acknowledgments

    • Contents

    • Contents

    • Contents

    • The 0 to 10 Relationship Manager

    • Welcome

    • 0 to 10 Relationship Manager Program Outline

    • 0 to 10 Relationship Management Storyboard

    • The 0 to 10RM Storyboard five theme slides and six principles

    • The 0 to 10 RM principles

    • The 0 to 10RM Framework Session Objectives

    • Principle 1: You Can’t Be all things to all People

    • 0 to 10 Relationship Management

    • Activity 1.2

    • Principle 2: Relationship approach is first a choice and then a responsibility

    • The 0 to 10RM Matrix

    • A core diagnostic tool

    • Typical relationship end to end process

    • Activity 1.3

    • 0 to 10 Relationship Alignment Diagnostic (RAD) – Relationship Health Check

    • The ‘intuitive’ RAD

    • Activity 1.4

    • The Characteristics Matrix

    • Activity 1.5

    • 0 to 10RM Strategy Map

    • Activity 1.6

    • 10 tips for Relationship Managers regarding the 0 to 10RM Matrix framework

  • 2

    Chapter 2: 0 to 10RM Key Components and Benefits

    • Module 2: 0 to 10RM Key Components and Benefits

    • Principle 3: Customers are the Reason Suppliers Exist

    • The 0 to 10 RM Key Components

    • Activity 2.1

    • Activity 2.2

    • How to Determine which Relationship Type/Approach is Appropriate

    • Step 2: Organisational Trustworthiness

    • Step 3: Engagement Alignment

    • Definitions

    • Activity 2.3

    • 2. Organisational Trustworthiness

    • 3. Engagement alignment (summary)

    • Activity 2.4

    • Joined Future

    • Relationship Charter

    • Relationship Charter Template

    • Activity 2.5

    • Performance Measurement

    • Examples of sub-KRAs and/or KPIs

    • Activity 2.6

    • Activity 2.6

    • Relationship Interfaces

    • Definitions

    • 10 tips for Relationship Managers regarding the 0 to 10RM Key Components

  • 3

    Chapter 3: People and the Let’s Go Change Model

    • Module 3: Session Objectives

    • PRINCIPLE 4: The right people doing the right things in the right way at the right time for the right reasons will deliver the best outcomes possible

    • The Bus of Change

    • Activity 3.1

    • Let’s Go Change Model

    • Activity 3.2

    • Strategic and Tactical 5Ws

    • Linking Attitudes and Behaviours to Results

    • Activity 3.4a

    • Let’s Go Change Model - Process

    • Activity 3.4b

    • Culture Survey

    • Culture Survey

    • Culture Survey

    • Culture Survey

    • Culture Survey

    • Culture Survey

    • Your thoughts, observations and comments

    • Relationship Manager - Roles and Responsibilities

    • Activity 3.6

    • Activity 3.6

    • 10 tips for 0 to 10 Relationship Managers regarding the Let’s Go Theme Slide

  • 4

    Chapter 4: Journey Management: How do I build the relationship improvement roadmap?

    • Module 4: Session Objectives

    • PRINCIPLE 5: Insanity is doing the same things and expecting different Results

    • Paradigms – Prevailing and New

    • Activity 4.1

    • Activity 4.2

    • Activity 4.2

    • PRINCIPLE 6: High performance relationship management is a process not an event and a journey not a destination

    • 0 to 10RAD - Review

    • The Value Question

    • 12/12/6 Roadmap

    • Activity 4.4

    • Activity 4.5

    • 10 tips for 0 to 10 Relationship Managers regarding the Relationship Development Curve and 12/12/6 Roadmap steps.

  • 5

    Chapter 5: Let’s Go - making the framework fly

    • Module 5: Session Objectives

    • Activity 5.1

    • Activity 5.2

    • Activity 5.3

    • Activity 5.4

    • Activity 5.5

    • 0 to 10RM Relationship Managers

    • Keep the faith Stay focused & Enjoy the journey!

  • 6

    Appendix 1

    • Definitions

    • Basic type 5 relationships

    • 0 to 10 RM Segments

    • Desired future state

    • Secondary Approaches

  • 7

    Appendix 2

    • References and bibliography

  • 8

    Appendix 3

    • 0 to 10 Relationship Managers Program Competencies

    • Competencies 3, 4 and 5

    • Competencies 6 and 7

  • 9

    Appendix 4

    • Checklist 1

    • Checklist 2

    • Checklist 3

    • Checklist 4

  • 10

    Appendix 5

    • Checklist 1

    • Checklist 2

    • Checklist 3

    • Checklist 4

  • 11

    Appendix 6

    • WORKSHOP PURPOSE

    • Attendees and roles

    • Draft Agenda

    • Draft Agenda

    • Draft Agenda

    • Draft Agenda

  • 12

    Appendix 7

    • Key components table

    • Back Page