MK0015 Services Mktg CRM
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Transcript of MK0015 Services Mktg CRM
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8/7/2019 MK0015 Services Mktg CRM
1/2
February 2011
Master of BusinessAdministration MBASemester 4
MK0015Services Marketingand CustomerRelationshipManagement-4Credits
Assignment Set1[60Marks]
Note: Eachquestioncarries10Marks.Answerallthequestions.
Q.1 Mentionthedifferent types ofservices with fewexamplesand brieflygive a
note onservicesector.[10marks]
Q.2 According toyou,whatarethecustomer expectationsandcustomerresponses
LIWKH\GRQWUHFHLYH WKH GHVLUHGVHUYLFHTXaOLW\? II\RXZHUH WKHVHUYLFHSURYhowwouldyouaddress customer complaintsand conflicts?[10marks]
Q.3. Constructaservicegap for animaginaryservicebased companyassumingthat
there are severalgapsfoundin itsfunctioning. [10marks]
Q.4.Explaintheconcept ofservicedesignand servicedeliveryin services marketing.
[10marks]
Q.5 a. Whatisservices marketing?Explain its importance.[5marks]
b. Isthere anyneedto segment services?Give reasonsfor your answer. [5
marks]
Q.6.Examinetherecent issuesin services marketing.[10marks]
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8/7/2019 MK0015 Services Mktg CRM
2/2
February 2011
Master of BusinessAdministration-MBA Semester 4
MK0015Services Marketingand CustomerRelationshipManagement -4Credits
Assignment Set2
(60 Marks)
Note: Eachquestioncarries10Marks.Answerallthequestions.
Q.1 Mentionthe5 engines ofe-CRMand explain theprocessinvolved. [10marks]
Q.2 Explaintheconcepts ofcustomerretentionand Customerlifetime value with itsapplicable strategies.[10marks]
Q.3 Whatdoyouunderstandbycustomerdefinedservicestandards? Explainits
relevant inservices marketing.[10marks]
Q.4. Mentor Institute provides educationalsupport services todifferent collegesand
universities.Now,theywanttostartconsulting services for distanceeducation
programmes andcareer counseling.Suggestsome steps onhowtomarkettheirconsultingservicesonceit gets initiated. [10marks]
Q.5 DuressComponents Ltd. wants to usetechnologyin itsCRMsystem.Kindly
help thecompany with suitable suggestions. [10marks]
Q.6a.WhatdoyoumeanbyCRM? Is it importantinservices marketing?[5marks]
b.Give a note onintegratedservicemarketingmix. [5marks]
