MKT401 - Services Marketing and Customer Relationship Management

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Master of Business Administration - MBA Semester 4

MKT401 - Services Marketing and Customer Relationship Management

Set - 1

Q1. Write Short Notes on 7Ps of service marketing mix and Characteristics of service.

Answer. Service Marketing Mix: 7Ps

You must be familiar with the 4Ps of the marketing mix, that is, product, place, price and promotion. These are the four key elements that an organization uses in order to communicate

Q2. Write short notes on:

a. Frontal Attack

b. Flanking Attack

c. Bypass Attack

d. Guerrilla Attack

Answer. a. Frontal Attack

This involves the challenger taking on the defender head on. The challenger attacks the main market of the market leader by launching a product with a similar or superior marketing mix. The

Q3.  Explain Customer Relationship Management (CRM). What are the various types of CRM?

Answer. Customer relationship management (CRM) has to be focused on aligning the business processes with customer strategies employed by the firm. Customer relationship management can be

Set - 2

Q1. What are the various opportunities and benefits of e-CRM? What are the various ways in which e-CRM can be leveraged as a source of competitive advantage?

Answer.  Opportunities and benefits

e-CRM is the effective use of the internet as well as various touch-points as well other means of using telecommunications to better manage and initiate ties with existing and potential customers. Today

Q2. What do you mean by Customer Life Cycle? What are the various challenges faced by an organisation in implementing CRM?

Answer. Customer life cycle focuses on understanding the different stages of life of a customer and the value attached to each stage for delivery of need-based products and services at his doorstep.

It is a market-

Q3. What are the various steps that should be taken to avoid the challenges and pitfalls in e-CRM?

Answer. The execution of effective e-CRM holds many challenges. First and foremost there are issues of cost that normally append such intricate installations. In addition to this, there are other issues

SPRING-2018

Get solved assignments at nominal price.

Mail us at: subjects4u@gmail.com or contact at

08894344452, 8219081362