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DRIVE-
Winter 2015
PROGRAM
MBADS
(SEM 4/SEM 6)
MBAFLEX/
MBA (SEM 4)
PGDMMN
(SEM 2)
SUBJECT
CODE & NAME- MK0015
Services
Marketing and Customer Relationship Management
Qus:1
Define Customer Relationship Management (CRM). Explain the basic requirements
for CRM implementation process.
·
Definition
of CRM
·
Basic
requirements for CRM implementation
Answer:
Definition
of CRM:
CRM can be defined as
the process or methodology, which is used to learn more about customers' needs
and behaviours in order to develop stronger relationships with the customers.
It brings together lots of pieces of information related to customers, marketing,
effectiveness, responsiveness, sales, and market
Qus:2
What do you mean by Service quality? Briefly describe the steps involved in Gap
analysis.
·
Explanation
of Service quality
·
Steps
involved in Gap analysis.
Answer:
Explanation
of Service quality:
Before
formulating any marketing strategy, a firm must clearly define what quality means
to it. The next step is to come up with a method that measures quality in quantifiable
terms, so that any deficit towards achieving the same may be identified and accordingly
rectified. Service elements are
Qus:3
What do you mean by Service marketing? Describe the services marketing triangle
in detail with figure.
·
Definition
of Service marketing
·
services
marketing triangle
Answer:
Definition
of Service marketing:
Service
marketing has been rapidly gaining ground in the domain of educational market
as developed economies move further away from industrial importance to service
oriented economies.
Services
Qus:4
What do you mean by Customer acquisition in service marketing? What are all the
essential requisites for an Organisation to be effective in its acquisition
efforts?
·
Definition
of Customer acquisition
·
Essential
requisites
Answer:
Definition
of Customer acquisition:
Acquisition is a
vital stage in building customer relationship. The marketing strategies
implemented for customer acquisition as well as customer retention are similar;
differing only in the manner
Qus:5
Write a short notes on:
A. Branding of services
B. Differentiate between branding
services and branding products.
Answer:
A.
Branding of services:
Before we explore the
key components of branding services, let us first understand branding as a
marketing strategy. How do customers choose brands or what are the criteria on
which brands are favoured? Why is it that consumers are willing to pay more for
a service of comparable quality? In other words
Qus:6
Write a short notes on :
A.
Self-service Technologies with examples
B.
Customer Interaction Management(CIM)
Answer:
A.
Self-service Technologies with examples:
Self-service
technologies or SSTs are the ultimate form of customer involvement and
participation in producing a service. These services are produced entirely by
the customers without any
Get fully solved assignment. Buy online from website
online store
or
plz drop a mail with your sub code
we will revert you within 2-3 hour or immediate
Charges rs
125/subject and rs 700/semester only.
if urgent then call us on 08791490301, 08273413412
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