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Question 1:
(a) What is total customer satisfaction. (b) How will customer safisfaction be measured. (c) Describe the importance of customer value creation and discuss ways to improve those value discipline.
Question 2:
(a) Show whether customer loyalty is synonymous to profitability. (b) What will a loyalty programme reasonably do. (c) What are the pitfalls to avoid when choosing a loyalty strategy.
Question 3:
(a) What is understand by customer equity. (b) Compare and contrast the concept of Recency Frequency and Monetary Value (RFM) and Customer Lifetime Value (CLTV). (c) How valuable is the "word-of-mouth" concept.
Question 4:
(a) Describe the concept of Customer Relationship Management (CRM). (b) Show the benefits and difficulties in launching and implementing a CRM system. (c) What are the pitfalls to avoid to make sure a successful CRM system.
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Assume that you are James Peterson and you have just hired a new management team composed of highly qualified executives from outside companies.
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Macro environment: macro environment refers to those factors, which are not concerned to the immediate environment. These factors are external to the company and are quite uncomfo
marketing impact of well designed service guarantee
Question: (a) Discuss how information technology has contributed to the expansion of the service sector, illustrating your answer with examples. (b) As a senior bank execut
what is the concept of augmented product
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