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1. Dear students get fully solved assignments
Send your semester & Specialization name to our mail id :
help.mbaassignments@gmail.com
or
call us at : 08263069601
DRIVE SUMMER 2016
PROGRAM Master of Business Administration- MBA
SEMESTER 4
SUBJECT CODE &
NAME
MK0015 –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 marketplace holds
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 arrive at a marketing mix. But the segmentation criteria have to be very well
defined and the positioning has to be very sharp, because a customer is impacted instantly
and very perceptibly as
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
4 Briefly discuss impact & importance of IT for Education & Banking sector?
IT in the Education sector
IT in the Banking sector

2. 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 where
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 easy to put a price to the service. Also, service firms are organized in a different
manner in terms of structure. Determining costs becomes even more difficult in the non-profit
sector wherein
6 Write short notes on:
a) e-CRM
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
Dear students get fully solved assignments
Send your semester & Specialization name to our mail id :
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or
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