Free PeopleCert ITIL-4-DPI Actual Exam Questions s - Question 3 Discussion
aim of expanding its customer base and increasing customer retention. The new cloud-based system
will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative
has many critics who are concerned with lack of resources.
Which stakeholder’s support for this initiative is MOST needed to obtain necessary resources and
overcome concerns?
A vs D? The Director of Sales likely drives revenue growth targets tied to the CRM, so their buy-in could unlock funding and silence critics more than the Call Centre Manager’s operational role.
It’s D because the call centre manager directly oversees one of the main users of the CRM, especially since it’s outsourced and part of the new system’s scope. Their support can highlight operational benefits and help justify resource allocation by showing improvements in customer handling. Without buy-in from the call centre side, resistance could slow adoption and waste resources. While sales is important for funding, the call centre manager’s influence over daily use and performance metrics can be crucial in overcoming skeptics and securing practical support.
A, because sales growth directly funds and justifies investment in the CRM.
Maybe A? The Director of Sales would likely push for resources since the CRM impacts customer growth and retention, which ties directly to sales goals. But should we consider who controls the budget?