MK0015–Services Marketing and Customer RelationshipManagement Spring 2016

ASSIGNMENT

DRIVE SPRING 2016
PROGRAM Master of Business Administration- MBA
SEMESTER 4
SUBJECT CODE &NAME MK0015–Services Marketing and Customer RelationshipManagement
BKID B1808
CREDITS&MARKS 4 Credits, 60 marks

 

Note –Answer all questions. Kindlynote thatanswersfor 10 marks questions should beapproximatelyof 400 words. Eachquestion is followed byevaluation scheme.

 

 

Q.No Questions Marks TotalMarks
1 Discuss the issuesthatneed to be addressed byafirmbeforeit sets out targeting goals.
  Targeting goals 10 10
2 List & classifythe 7P’s of marketing.
  7P’s of marketing 10 10
3 Describe theHoward Shethmodel of customerBehaviour.
  Howard Shethmodel 10 10
4 What are the uses of IT in the Education&Bankingsector?
  Uses of IT in the EducationsectorUses of IT in the Bankingsector 5

5

10
5 Describe thenatureof servicemarketing.
  natureof servicemarketing 10 10
6 Write short notes on:

a)  e-CRM

b)  Customer LifeCycle