SMU MBA SEMESTER 4 MK0015 Services Marketing and Customer Relationship Management
SMU MBA SUMMER 2015 -2016
Dear Students,
SMU MBA SUMMER 2015-2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420 or S M S your “ Email ID ” us in the following Format “ On +91 9995105420 we will reach back you with in 24H ”
DRIVE- SUMMER 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,
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
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
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:
- Branding of services
- Differentiate between branding services and branding products.
Answer:
- 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
Qus:6 Write a short notes on :
- Self-service Technologies with examples
- Customer Interaction Management(CIM)
Answer:
- 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 interaction with the employees of the serviceproviding firm. If all the services are assumed to be located along a spectrum ranging from services involving total firm production through total customer production, the SSTs will fall under the latter. The increased use of advanced
SMU MBA SUMMER 2015 -2016
Dear Students,
SMU MBA SUMMER 2015-2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420 or S M S your “ Email ID ” us in the following Format “ On +91 9995105420 we will reach back you with in 24H ”
