2nd
Set
Solved
assignments for Rs.150 each
08627023490
Fall-2013
Master of
Business Administration - MBA Semester 4
MK0015/ML0015–Service
Marketing and Customer Relationship Management-4 Credits
(Book ID:
B1808)
Assignment
(60 Marks)
Note: Answers
for 10 marks questions should be approximately of 400 words. Each question is
followed by evaluation scheme. Each Question carries 10 marks 6 X 10=60.
Q1. Explain service distribution
growth strategies in brief.
Answer. Service distribution:
A withdrawal
made, under certain circumstances, from specific types of qualified retirement
plans to an individual while they are still working for an employer. The
individual receiving the distribution must either be age 59. Distribution is
the process of making a product or service available for use or consumption by
a consumer or business user, using direct means, or using indirect means with
intermediary (fourth
Q2. Explain the service delivery
process.
Answer. Service marketing and it’s
important:
There are a
number of marketing managements that have special significance for services
marketing. It is worth commenting on some of those aspects, as they are
important in developing an awareness of
Q3. Definition of Service marketing
with its importance. Also explain the characteristics of services.
Answer. Service marketing and it’s
important:
Service
marketing is a branch of marketing that involves distribution of fast moving
consumer goods and durable goods. This field refers to both businesses to
consumer as well as business to business services. The promotion of economic
activities offered by a business to its clients. Service marketing might
include the process of selling telecommunications, health treatment, financial,
hospitality, car rental, air travel, and professional services.
Q4. Discuss the relationship between
CRM and customer loyalty.
Answer. CRM (customer relationship
management) is a
model for managing a company’s interactions with current and future customers.
It involves using technology to organize, automate, and synchronize sales,
marketing, customer service, and technical support.
Customer-centric
relationship management is used in marketing, customer service and sales,
including:
Ø Tailored marketing
Ø one-to-one customer service
Ø retaining
Q5. Write short notes on:
A. Servicescape.
B. Blueprinting.
Answer. (a) Servicescape is a global marketplace for
service-related commerce. An expansion of the freelance directory systems of
Edit Avenue and Languages cape, Services cape provides the construct for online
outsourcing whether you need an experienced professional for your project, you
are an experienced professional who seeks increased visibility, or your
business requires access to a freelance labor force.
Q6. Explain the pre-requisites of
acquisition of customers.
Answer. Customer relationship
management (CRM) is
a process businesses use to keep track of customer contact. CRM can include
tasks such as making follow-up phone calls, sending promotional emails and
inviting clients to webinars.
A prerequisite is a required prior condition. If
something is required in advance of something else, like if you have to take a
beginning Spanish class before signing up for Spanish II, then it’s a
prerequisite.
It entails
all aspects of
2nd
Set
Solved
assignments for Rs.150 each
08627023490
Solved
assignments for Rs.150 each
08627023490
Fall-2013
Master of
Business Administration - MBA Semester 4
MK0015/ML0015–Service
Marketing and Customer Relationship Management-4 Credits
(Book ID:
B1808)
Assignment
(60 Marks)
Note: Answers
for 10 marks questions should be approximately of 400 words. Each question is
followed by evaluation scheme. Each Question carries 10 marks 6 X 10=60.
Q1. Explain service distribution
growth strategies in brief.
Answer. Service distribution:
A withdrawal
made, under certain circumstances, from specific types of qualified retirement
plans to an individual while they are still working for an employer. The
individual receiving the distribution must either be age 59. Distribution is
the process of making a product or service available for use or consumption by
a consumer or business user, using direct means, or using indirect means with
intermediary (fourth
Q2. Explain the service delivery
process.
Answer. Service marketing and it’s
important:
There are a
number of marketing managements that have special significance for services
marketing. It is worth commenting on some of those aspects, as they are
important in developing an awareness of
Q3. Definition of Service marketing
with its importance. Also explain the characteristics of services.
Answer. Service marketing and it’s
important:
Service
marketing is a branch of marketing that involves distribution of fast moving
consumer goods and durable goods. This field refers to both businesses to
consumer as well as business to business services. The promotion of economic
activities offered by a business to its clients. Service marketing might
include the process of selling telecommunications, health treatment, financial,
hospitality, car rental, air travel, and professional services.
Q4. Discuss the relationship between
CRM and customer loyalty.
Answer. CRM (customer relationship
management) is a
model for managing a company’s interactions with current and future customers.
It involves using technology to organize, automate, and synchronize sales,
marketing, customer service, and technical support.
Customer-centric
relationship management is used in marketing, customer service and sales,
including:
Ø Tailored marketing
Ø one-to-one customer service
Ø retaining
Q5. Write short notes on:
A. Servicescape.
B. Blueprinting.
Answer. (a) Servicescape is a global marketplace for
service-related commerce. An expansion of the freelance directory systems of
Edit Avenue and Languages cape, Services cape provides the construct for online
outsourcing whether you need an experienced professional for your project, you
are an experienced professional who seeks increased visibility, or your
business requires access to a freelance labor force.
Q6. Explain the pre-requisites of
acquisition of customers.
Answer. Customer relationship
management (CRM) is
a process businesses use to keep track of customer contact. CRM can include
tasks such as making follow-up phone calls, sending promotional emails and
inviting clients to webinars.
A prerequisite is a required prior condition. If
something is required in advance of something else, like if you have to take a
beginning Spanish class before signing up for Spanish II, then it’s a
prerequisite.
It entails
all aspects of
2nd
Set
Solved
assignments for Rs.150 each
08627023490
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