MK0015 – Services Marketing and Customer Relationship Management

Master of Business Administration - Semester 4

MK0015 – Services Marketing and Customer Relationship Management

Assignment

Set- 1

(60 Marks)

Note: Each question carries 10 Marks. Answer all the questions.

Q1. What do you understand by customer defined service standards? Explain its

relevance in services marketing.

Q2. Explain the concept of service design and service delivery in services

marketing.

Q3. Mention the different types of services with few examples and briefly give a

note on service sector.

Q4. Construct a service gap for an imaginary service based company assuming

that there are several gaps found in its functioning.

Q5. Examine the recent issues in services marketing.

Q6. ABC Components Ltd. wants to use technology in its CRM system. Kindly help

the company with suitable suggestions.

May 2012

Master of Business Administration - Semester 4

MK0015 – Services Marketing and Customer Relationship Management

Book ID: B1328

Assignment

Set- 2

(60 Marks)

Note: Each question carries 10 Marks. Answer all the questions.

Q1. What is services marketing? Explain its importance.

Q2. (a) What do you mean by CRM? Is it important in services marketing?

(b) Give a note on integrated service marketing mix.

Q3. Mention the 5 engines of e-CRM and explain the process involved.

Q4. Explain the concepts of customer retention and Customer life time value with

its applicable strategies.

Q5. Mentor Institute provides educational support services to different colleges and

universities. Now, they want to start consulting services for distance education

programmes and career counseling. Suggest some steps on how to market

their consulting services once it gets initiated.

Q6. According to you, what are the customer expectations and customer responses

if they don’t receive the desired service quality? If you were the service

provider, how would you address customer complaints and conflicts?

May 2012

Master of Business Administration - Semester 4

MK0016 – Advertising Management and Sales Promotion

B1329

Assignment

Set- 1

(60 Marks)

Note: Each question carries 10 Marks. Answer all the questions.

Q1. Define the term “advertisement”. How does advertising persuade buyers?

Q2. Explain the advertising theories and its relevance.

Q3. Explain the factors that have an effect on Indian advertising.

Q4. Is it important to have communication objectives in advertising? Why or why

not?

Q5. Examine the role of visual strategies in ad copy design. Give suitable

examples.

Q6. What is sales promotion? Explain in detail.

May 2012

Master of Business Administration - Semester 4

MK0016 – Advertising Management and Sales Promotion

B1329

Assignment

Set- 2

(60 Marks)

Note: Each question carries 10 Marks. Answer all the questions.

Q1. Outline those elements that are considered important in advertising execution.

Give examples.

Q2. Do demographic factors influence advertising strategies? Explain.

Q3. Which are the evolving consumer segments in the market? How do they affect

advertising?

Q4. Discuss media planning in detail.

Q5. How is ad-spend on a particular ad campaign decided? Explain.

Q6. Supreme Ad agency is thinking about setting up two separate specialized

agencies under it. If they do so, how do you think the working of departments

and integration of services will be? Will it be beneficial to the clients?

Summer 2012

Master of Business Administration - MBA Semester 4

MK0017– E-Marketing - 4 Credits

Book ID: B1330

Assignment Set- 1 (60 Marks)

Note: Each question carries 10 Marks. Answer all the questions.

Q.1 Explain the features and benefits of e-marketing.

Q.2 Discuss the e-marketing principles.

Q.3 Differentiate marketing mix and e-marketing mix.

Q.4 Explain e-marketing plans and strategies.

Q.5 Determine the organisational structure in e-marketing.

Q.6 Discuss the role of marketing information systems in e-marketing.

Summer 2012

Master of Business Administration - MBA Semester 4

MK0017– E-Marketing - 4 Credits

Assignment Set- 2 (60 Marks)

Book ID: B1330

Note: Each question carries 10 Marks. Answer all the questions.

Q.1 Describe Internet marketing and Digital Marketing and also its merits &

demerits.

Q.2 Explain the scope of E-marketing in global marketing.

Q.3 Explain the general characteristics of the customers in e-marketing.

Q.4 Briefly discuss any six types of Differentiation dimension.

Q.5 Briefly explain the meaning of SEO and the applicability of SEO in emarketing.

Q.6 Discuss the types of cybercrimes in e-marketing

May 2012

Master of Business Administration - Semester 3

MK0018: “International Marketing”

(4 credits)

(Book ID: B1199)

ASSIGNMENT- Set 1

Marks 60

Note: Each Question carries 10 marks. Answer all the questions.

1. Explain how Letter of Credit acts as an appropriate mode of payment for both exporter and

importer.

2. How is international marketing segmentation helpful in making strategies? What are the

bases of the segmentation?

3. Discuss the EPRG orientations and give the differences between international and

domestic marketing.

4. What are the factors that affect the pricing strategy of an international firm? What different

pricing strategies can the firms adopt?

5. “International distribution decisions are critical decisions”. Substantiate.

6. What are star export houses? Mention the various special strategic packages for status

holders.

May 2012

Master of Business Administration - Semester 3

MK0018: “International Marketing”

(4 credits)

(Book ID: B1199)

ASSIGNMENT- Set 2

Marks 60

Note: Each Question carries 10 marks

1. What is the role and elements of culture?

2. Write a short note on International Advertising. How is it important for international

marketing?

3. Describe the various modes of entries in international market.

4. Discuss briefly the steps involved in processing of an export order.

5. Discuss briefly the various techniques to assess country risk. Give examples to illustrate

your answer.

6. Discuss fundamental methods of exchange rate forecasting. What are the problems in

forecasting exchange rates?