3rd
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:
Ø The act of distributing or the state
or manner of being distributed
Ø a thing or portion distributed
Ø arrangement or location
Ø Commerce the process of physically
satisfying the demand for goods and services
Ø Economics the division
Q2. Explain the service delivery
process.
Answer. Service marketing and it’s
important:
Delivery
process is based on a comprehensive set of tried and tested procedures we have
created and continuously developed to protect and maintain the quality,
integrity, availability and agility of your network infrastructure,
applications and services.
Q3. Definition of Service marketing
with its importance. Also explain the characteristics of services.
Answer. Service marketing and it’s
important:
Services marketing are a sub field of marketing which
covers the marketing of both goods and services. Goods marketing include the
marketing of fast moving consumer goods (FMCG) and durables. Services marketing
typically refer to the marketing of both business to consumer (B2C) and
business to business (B2B) services. Common examples of service marketing are
found in telecommunications, air travel, health care, financial services, all
types of hospitality services, car rental services, and professional services.
Services are
Q4. Discuss the relationship between
CRM and customer loyalty.
Answer. CRM (customer relationship
management) 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. Loyal customers are those who give the same place repeat
business because they are satisfied with the products and how they are treated.
There is a connection between CRM and
customer loyalty, because having a superb CRM process can help a business
Q5. Write short notes on:
A. Servicescape.
B. Blueprinting.
Answer. (a) Servicescape
Totality of
the ambience and physical environment in which a service occurs. Also called
service setting. The concept of servicescape can help assess the difference in
customer experience between a fast-food franchise restaurant and a small,
family-run restaurant. Whereas the quality of the food may be the same, the
customer may perceive higher quality in the latter over the former based on the
Q6. Explain the pre-requisites of
acquisition of customers.
Answer. Customer relationship
management (CRM) is
an information industry term for methodologies, software, and usually Internet
capabilities that help an enterprise manage customer relationships in an
organized way. For example, an enterprise might build a database about its
customers that described relationships in sufficient detail so that management,
salespeople, people
3rd
Set
Solved
Assignments for Rs.150 each
08627023490
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