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Exam (elaborations)

BRMP Exam 2024 with Solutions for Questions| Verified Answers

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  • Course
  • BRMP
  • Institution
  • BRMP

Customer Value Hierarchy - ANSWER - discovery technique that's based on Kano Model - x axis = customer value, y axis = effort/cost 1) wow/differentiators (⬆ value/⬇ effort) 2) want to have/satisfiers ( value/ effort 3) table stakes/got to have (⬇ value/⬆ effort) - Categorize as deficie...

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  • August 24, 2024
  • 14
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • BRMP
  • BRMP
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KenAli
BRMP Exam 2024 with Solutions for
Questions| Verified Answers

Customer Value Hierarchy - ANSWER - discovery technique that's based on Kano Model
- x axis = customer value, y axis = effort/cost



1) wow/differentiators (⬆ value/⬇ effort)

2) want to have/satisfiers (➡ value/➡ effort

3) table stakes/got to have (⬇ value/⬆ effort)


- Categorize as deficient, meets or exceeds

- Categorize relationship quality as weak, moderate, strong, very strong =
"diagnosing relationship quality"


Relationship Value Mapping - ANSWER - Planning technique
- Assess key relationships based on relationship value
- X axis = Importance: approver, decision maker, evaluator, user
- Y axis = Quality: weak, moderate, strong, very strong (derived from customer value hierarchy)

- result is grid of what areas need improvement. These should flow into a
relationship improvement plan



Relationship Improvement Planning - ANSWER - Planning technique
- Derived from relationship Value map

, - template with details around improvement plan


Strategy on a Page - definition - ANSWER - Planning technique

- Concrete description of the future relationship that is attractive and compelling for
both parties


Strategy on a Page - 5 components - ANSWER 1) Shared Vision - common set of goals
2) Relationship Characteristics
3) Performance Measures
4) Key Initiatives
5) Operating Principles



Discovery Techniques in Strategic Relationship Management - ANSWER - Linking business
drivers with technology
- Building a customer value hierarchy
- Diagnosing Relationship Quality



Planning Techniques in Strategic Relationship Management - ANSWER - Relationship
Value Mapping
- Relationship Improvement Planning
- Relationship Strategy on a Page


Value Leakage - ANSWER - Misaligned value system (contextual barrier)
- Missed opportunities (expression barrier)
- Suboptimal design (specification barrier)
- Suboptimal deployment & operation (implementation barrier)
- Suboptimal measurement, accountability & organizational capability (contextual barrier)

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