SMU MBA SEM 4 – ML0015 –Services Marketing and Customer Relationship SUMMER 2016

SMU MBA SUMMER 2016-2017

Dear Students,

SMU MBA SUMMER 2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420  or S M S your “ Email ID ” us in the following Format  “  On +91 9995105420 we will reach back you with in 24H ”

 

DRIVE SUMMER 2016

PROGRAM Master of Business Administration- MBA

SEMESTER 4

SUBJECT CODE &

NAME

ML0015 –Services Marketing and Customer Relationship

Management

 

 

1 Discuss the issues that need to be addressed by a firm before it sets out targeting goals.

Targeting goals

 

Answer: Customers form the most integral part of service production as well as marketing. The service process is begun by identifying and then targeting the right customers. It is important for every firm to specify the target group before launching a service product. A huge

 

 

2 Briefly discuss Service Marketing Mix with suitable examples.

Service Marketing Mix

Answer: Marketing mix conveys the positioning of a service or a product. In cases of services all the 4Ps are very flexible, i.e., many number of combinations of the 4Ps are possible to

 

 

3 Describe the Howard Sheth model of customer Behaviour.

Howard Sheth model

 

Answer: Making a service purchase decision is seldom a solitary enterprise, that is to say, many people are involved in the decision-making process. For this purpose, key players need to be identified so that a specific service format can be developed. Additionally, it is task of service managers to see to it that some degree of equilibrium is maintained between people’s needs and promotional messages. Sometimes, buyers of any given service do not exercise complete

 

 

4 Briefly discuss impact & importance of IT for Education & Banking sector?

IT in the Education sector

IT in the Banking sector

 

Answer: Education

Information technology has the potential to enhance and complement traditional teaching methods by providing additional tools to a teacher to display and explain ideas to their students and providing students with innovative but practical learning tools to help study. For a teacher the presentation of study material can be enhanced through multimedia presentations

 

 

5 Describe the nature of service marketing.

Nature of service marketing

 

Answer: Service marketing is marketing based on relationship and value. It may be used to market a service or a product that is defined under service activities discussed earlier. Marketing a service-based business is different from marketing a goods based business. For one, it is not

 

 

6 Write short notes on:

  1. a) e-CRM
  2. b) Customer Life Cycle

 

Answer: a) The basic idea of e-CRM comes from e-commerce. Essentially, e-CRM differs from CRM in terms of the technology and the syntactical nature of interface with customers. Typically an e-CRM would provide customers with a self-service browser based window on which they may have greater autonomy to surf different schemes and offers. Additionally, an e-CRM will

 

 

SMU MBA SUMMER 2016-2017

Dear Students,

SMU MBA SUMMER 2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420  or S M S your “ Email ID ” us in the following Format  “  On +91 9995105420 we will reach back you with in 24H ”