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National
Institute of Business Management
Chennai - 020
EMBA/ MBA
Elective: Customer Relationship Management (Part -
1)
Attend any 4 questions. Each question carries 25 marks
(Each answer
should be of minimum 2 pages / of 300 words)
Q. 1.What forces within the control of the marketing manager
are traditionally known as the marketing mix? Explain.
Answer:
Marketing decisions generally fall into the following four controllable
categories:
- Product
- Price
- Place (distribution)
- Promotion
The term "marketing mix" became popularized after
Neil H. Borden published his 1964 article, The Concept of the Marketing Mix.
Borden began using the term in his teaching in the late 1940's after James
Culliton had described the marketing manager as a "mixer of
ingredients". The ingredients in Borden's marketing mix included product
planning, pricing, branding, distribution channels, personal selling,
advertising, promotions, packaging, display, servicing, physical handling, and
fact finding and analysis.
These four P's are the parameters that the
Q. 2.Explain the main components of a marketing plan for
increased customer service effectiveness.
Answer:
Regardless of the scope of your marketing plan, you must keep in mind that it
is a fluid document. Every business needs to begin with a well structured plan
that is based in thorough research, competitive positioning and attainable
outcomes. Your plan should be the basis for your activities over the coming
months. However, you should always be willing to enhance or redirect your plan
based on what proves successful.
Components of a marketing plan
1. Market Research: Collect, organize, and write down data about the market that
is currently buying the product(s) or service(s) you will
Q. 3.Explain how to build a loyal customer care relationship
with examples of bad service, good service, success tips.
Answer:
Q. 4.“Service is intangible” Explain.
Answer: The
material gains of a society are achieved by adding value to natural resources.
In advanced societies, there are many organizations that extract raw materials,
add value through processing them, and transform intermediate materials and
components into finished products. There are, however, other organizations that
facilitate the production and distribution of goods, and organizations that add
value to lives through a variety of intangibles they provide. Outputs of this
latter group are called services.
Q. 5.What are the factors that are to be taken into account
while designing and offering a product? Explain.
Answer:
Product Analysis is the process of identifying, looking at or disassembling a
product and identifying its main features. The aim is to understand more about
a product and improve it in the future. Many factors influence the development
of a product, some are listed below.
COST: The
cost of the materials and labour required to manufacture the product. The price
potential customers are prepared to pay for the product.
ERGONOMICS: The
product may be designed for human use. As a result ergonomics (sizes etc...)
will pay a major role.
Q. 6.What is evaluation and perception of a product by a
customer?Discuss.
Answer:
Dear students get fully solved
assignments
Send your semester &
Specialization name to our mail id :
“ help.mbaassignments@gmail.com ”
or
Call us at : 08263069601
25 x 4=100 marks
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