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Question No. 1
Which two descriptions of the customer journey are true? (Choose two.)
A. The customer journey has eight phases to deliver business outcomes.
B. It spans the spectrum from business vision to value realization.
C. It is a business-centric view of the customer business.
D. It is an IT-centric view of their business needs.
E. It starts with the customer’s technology vision.
B, C Answer:
Question No. 2
Which two statements partially describe the difference between product-based and outcome-based sales? (Choose two)
A. In product-based sales the customer knows the issue and is likely to fix it, in outcome- based sales the customer understands the business goal and what success looks like.
B. In product-based sales the customer expects to make product comparisons, in outcome- based sales the customer decides whether to make an investment based on comparing current and future state.
C. In product-based sales the customer may or may not be aware of the opportunity or problem, in outcomebased sales the customer will answer QUESTION NO:s to clarify pain points.
D. In product -based sales the customer wants to hear about multiple solutions, in outcome -based sales the customer does not know value or benefit from a change.
A, B Answer:
Question No. 3
Which option describers Return on Investment (ROI)?
A. a percentage of dividing net return from a technology solution by the cost of that technology solution
B. a percentage of dividing total investment from a technology solution by the cost of that technology solution
C. a percentage of dividing net return from a technology solution by the margin of that technology solution
D. a percentage of dividing present value from a technology solution by the cost of that technology solution
Question No. 4
Which are three characteristics of key performance indicators (KPIs)? (Choose three.)
A. KPIs are set according to magnitude and urgency
B. KPIs must be strategic and tactical in nature
C. KPIs measure progress against goals
D. KPIs can be financial, managerial, or operational
E. KPIs define what needs to happen to achieve desired results within a timeframe
C, D, E Answer:
Question No. 5
Which tool is recommended to help identify customer responsibilities in one of their business processes?
A. BMC chart
B. RACE report
C. Agile chart
D. RACI chart
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