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Question # 4

What is an output of the ‘managing business relationship journeys’ process?

A.

Updated relationship records

B.

BRM training and awareness material

C.

A review of the organization’s culture

D.

Business relationship principles and models

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Question # 5

The business relationship managers at a large it service provider are exploring ways to improve the customer journey. As an objective of this initiative, they want to automate the feedback collection and reporting mechanisms that are used to monitor customer experience. Given this objective, what is the minimum target capability level for organization should set for this practice?

A.

Level 2

B.

Level 3

C.

Level 4

D.

Level 5

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Question # 6

Which is an example of ‘Reviewing the VoC program’?

A.

Implementing improvements to a business relationship journey

B.

Surveying customers about their opinions of a new software application

C.

Performing regular reviews of'Voice of the customer' activities

D.

Interpreting feedback from customers about the performance of a service and prioritizing actions

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Question # 7

Which activity is the responsibility of the ‘sponsor’ role?

A.

Authorizes the budget for service consumption

B.

Defines the requirements for a service

C.

Uses the service

D.

Takes responsibility for the outcomes of serviceconsumption

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Question # 8

WhichBESTdescribes the service relationship journey?

A.

The actions that a service provider undertakes to build a relationship with service consumers

B.

The experience consumers have as a result of service interactions with a service provider

C.

The steps a service consumer and a service provider undertake together to co-create value

D.

The actions that service consumers undertake to be able to use a provider’s services

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Question # 9

Which is an example of ‘Analysing the Voice of the customer’?

A.

Interpreting feedback from customers about a software application and prioritizing actions

B.

Responding to a customer regarding their concerns about relationship management activities.

C.

Surveying customers about their opinions of a new software application

D.

Performing regular reviews of'Voice of the customer' activities

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Question # 10

Which skill requires a business relationship manager to be introspective and understand their own behavior?

A.

Persuasion/negotiation

B.

Strategic Thinking

C.

Written and verbal communications

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Question # 11

Which TWO statements about BRM and third-party services are CORRECT?

1. BRM does not focus on suppliers as they never interact directly with the organization’s users

2. BRM ensures that, where appropriate, suppliers follow a service provider’s BRM approach

3. BRM is not directly involved in and does not need to understand supplier services

4. BRM needs to understand dependencies on supplier services as they influence user experience

A.

1 and 2

B.

2 and 4

C.

1 and 3

D.

3 and 4

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Question # 12

Which of the following describes a value stream?

A.

A model that defines the key aspects of a relationship journey for a set of business stakeholders

B.

A set of steps undertaken to create and deliver products and services

C.

An operating model which defines the main activities required to respond to demand and facilitate value realization

D.

Asset of organizational resources designed for performing work or accomplishing an objective

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