Know How to Apply the Following Approaches to Achieve Customer/market Relevance ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–25

1. 21foundation · easy

   What does a 360-degree customer view refer to?

   • AA view of the customer's purchase history only
   • BA view of the customer from the perspective of the sales team only
   • CA consolidated view of customer data from multiple touchpoints
   • DA view of the customer's social media activity only
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2. 22application · medium

   A retail bank wants to offer personalized product recommendations. Customer data is scattered across systems: transaction history in one database, website interactions in another, and call center notes in a third. What is the most important first step to enable this personalization?

   • AHire more data scientists to manually analyze the data in each system separately.
   • BFocus on improving the customer journey map to identify potential touchpoints for recommendations.
   • CConsolidate the data from all systems into a single, unified customer profile that provides a 360-degree view.
   • DStart by sending the same promotional email to all customers to gauge interest.
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4. 23foundation · easy

   What is the primary purpose of customer journey mapping in the context of achieving customer/market relevance?

   • ATo define the service level agreements (SLAs) for each service
   • BTo document the internal processes that support service delivery
   • CTo segment customers based on their demographic characteristics
   • DTo identify all the touchpoints a customer has with the organization and understand their experience
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5. 24application · medium

   An insurance company is launching a new mobile app for filing claims. They want to ensure the app is designed around the customer's needs. They have a team of UX designers and access to customer data from their existing web portal. What is the most effective approach to ensure the app is customer-centric?

   • AHave the UX designers create a journey map based on their own experience and best practices for insurance apps.
   • BAnalyze the web portal data to understand common claim-filing behaviors and use this to inform the journey map for the app.
   • CConduct a focus group with a few customers to get their opinions on a prototype of the app.
   • DLaunch the app quickly and rely on customer feedback to make improvements in the next version.
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6. 25application · medium

   A telecom company offers support via phone, email, and a mobile app. A customer starts a chat on the app, then calls for a complex issue. The call agent cannot see the chat history, so the customer must repeat everything. The company wants to fix this. What is the most important change to make?

   • ACreate a detailed customer journey map to understand the support process better.
   • BTrain all support agents to be more empathetic and patient when handling customer calls.
   • CIntegrate the customer data and interaction history from all channels into a single, shared platform accessible to every support agent.
   • DEncourage customers to use only one channel for all their support needs to avoid confusion.
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