BRL-13 Customer Value Management SOLVED ASSIGNMENT 2019-2020

BRL-013 Solved Assignment 2019-2020


Course Code : BRL – 013
Course Title : Customer Value Management
Assignment Code : BRL-013/TMA/2019-20
Coverage : All Blocks

Title Name

BRL-013 Solved Assignment 2019-20

University IGNOU
Service Type Solved Assignment (Soft copy/PDF)
Course Bachelor of Business Administration (BBA) in Retailing
Language ENGLISH
Semester 2019-2020 Course: BBA
Session 2019-20
Short Name BRL-013
Assignment Code BRL – 013 /TMA/2019-20
Product Assignment of BBA 2019-20 (IGNOU)
Submission Date 1. Those who are enrolled in July 2019, it is valid up to June 2020.
2. Those who are enrolled in January 2020,it is valid up to December 2020.



Attempt all the questions
(A)Short Answer type Question:–
1. What do you mean by Customer Lifetime Value (CLV)? (10)
2. Discuss the factors responsible for development of customer expectations. (10)
3. What are the tools for customer value communication? (10)
4. Explain Customer Loyalty Grid. (10)
5. Explain the service recovery process. (10)
6. Distinguish between the following:- (5×2)
(a) Customer Perception and Customer Expectation.
(b) Purchase Involvement and Product Involvement.
7. Write short notes on:- (5×2)
(a) Holistic Value Perception.
(b) Social Networking – As a marketing tool.
(B) Essay type Questions:-
8. Explain the customer Value communication Process. What is the need for customer value
communication? (15)
9. ‘The principles and practices as applied to goods quality, are not sufficient for service Quality’.
Elaborate and briefly explain the factors influencing service quality.


BRL-0013, BRL-013, BRL-13, BRL13, BRL 13, BRL 0013, BRL 013, BRL0013, BRL


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