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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.
QUESTION 1 Write short notes on the following (a) Observation method (b) Pavlov's classical conditioning (c) Experimental method (d) Reinforcement QUESTION 2
Mr. Vincent, the Manager of a large supermarket, was taking a management course in the evening programme at the local college. The Professor had given an interesting but disturbing
(a) Discuss and determine the following statement: Emergent change does not provide a coherent alternative to Planned change but merely gives an umbrella for those who oppose it.
WHOM DO YOU THINK RAJENDER WILL EAT WITH?WHY?
Question 1: It is believed that: « Effective management of the people dimension of change requires the five key phases that form the basis of the ADKAR model ». Describe car
I nputs to quality assurance process The inputs to quality assurance are: P roject management plan: This contains quality management plan which describes how quality
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