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PeopleCert Exam ITIL-DSV Topic 2 Question 19 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam
Question #: 19
Topic #: 2
[All ITIL-DSV Questions]

Which is a technique for identifying customers that have common demands?

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Suggested Answer: A

The correct statement about the end-to-end customer journey is that 'It reflects an overall perception.' ITIL 4 explains that the customer journey encompasses the entire experience a customer has with a service provider, from initial contact to final service delivery and beyond. It is about the overall perception and experience rather than just optimizing individual touchpoints.


by Merilyn at Mar 03, 2025, 07:30 PM

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Filiberto
1 days ago
Market segmentation sounds like the right answer here. It's all about identifying groups of customers with similar needs and characteristics.
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Reita
10 days ago
I think D) SWOT analysis can also help in identifying customer demands by analyzing strengths and weaknesses.
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Millie
11 days ago
I agree with Annett, market segmentation helps in targeting specific customer groups.
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Annett
12 days ago
A) Market segmentation is the technique for identifying customers with common demands.
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