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MK0015-Services Marketing and Customer Relationship Management

 

ASSIGNMENT QUESTION PAPER

 

DRIVE FALL 2014
PROGRAM MBADS (SEM 4/SEM 6)

MBAFLEX/ MBA (SEM 4) PGDMMN (SEM 2)

SUBJECT CODE & NAME MK0015-Services Marketing and Customer Relationship Management
BK ID B1808
CREDIT &  MARKS 4 Credits, 60 marks

 

 

 

Q.No

Questions

Marks Total Marks

1

“Positioning a service in the marketplace is much like positioning a product”. Explain

Service positioning and its purpose with the help of an example.

A

Explanation of service positioning

Explanation of purposes

Example

2

6

2

10

2

 

Elaborate GAP analysis in detail.

A

Explanation of GAP Model. 10 10

3

 

“Interaction plays a lead role in building customer relationships”. Explain CIM in this

context.

A

Explanation of CIM

Explanation of Methods

5

5

10

4

 

What are the various types of conflicts in marketing services?

A

Explanation  of types 10 10

5

Elaborate the important steps that service providers should bear in mind while

implementing one to one marketing.

A

Explanation 10 10

6

Write short notes on:

a) E-CRM

b) Customer Retention

A

a) Meaning, opportunities and benefits

b) Meaning and Strategies

5

5

10

 

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