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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