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Question 1:
(a) Define the term "value".
(b) Distinguish between functional value and emotional value. Illustrate by using relevant examples.
(c) How can functional and emotional value enhance the creation of genuine customer relationships.
Question 2:
Developing more loyal customers' increases revenue. A company has to spend to build customer loyalty. However, a company should invest in relationship building in such a way that costs do not exceed gains.
(a) Elaborate on the different levels of investment that a company can use for building customer relationships.
(b) Could companies invest in all levels of customer relationship building? Why?
(c) (i) Distinguish between the "functionally loyal" and the "emotionally loyal".
(ii) Which one is more important for a CRM strategy.
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T ools and techniques used for quality assurance All the tools used for quality planning and quality control are used for quality assurance as well. In addition to these tools
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Reprography Service: We have already mentioned above that if the original document is not available, its photocopy is provided by a document delivery service. The introduction
Checking with the catalogue: The individual classifier who is allotted a set of documents for processing will first check each item in the set with the library catalogue.
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Measurement: The third method of data collection is measurement where standardized instruments are used to measure variables. For example, scientific instruments such as th
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