BRL-13 Customer Value Management SOLVED ASSIGNMENT 2018-2019


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Course Code : BRL-13
Course Title : Customer Value Management
Assignment Code : BRL-13/TMA/2018-19
Coverage : All Blocks

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Attempt all the questions.
(A) Short Answer Type Questions
1. Discuss various factors influencing customer value generation? (10)
2. Why is it important for a retailers to understand customer value perception. (10)
3. Explain in detail customer value generation process. (10)
4. Why there is a need to communicate value to its customer by a retailer? Discuss. (10)
5. Describe the determinants of Fairness in service recovery. (10)
6. Describe the technologies used in creating customer delivery value. (10)
7. Write an explanatory note on CRM. (10)
(B) Essay Type Question
8. Explain GAPS model of service quality with example. (15)
9. Discuss various customer retailer strategies used by the retailers in detail. Choose two
retailer of your choice and compare their retailer strategies. (15)

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