Description
COURSE CODE : BRL-13
COURSE TITLE : CUSTOMER VALUE MANAGEMENT
ASSIGNMENT CODE : BRL-13/TMA/2022-2023
COVERAGE : ALL BLOCKS
Maximum Marks: 100
Attempt all the questions:
(A) Short Type Questions
Q.1 What do you mean by customer value management? Why is CVM required in
retail?
(10)
Q.2 What is culture? How does it affect customer behaviour? (10)
Q.3 What do you mean by Service Quality? Briefly explain the factors influencing
service quality.
(10)
Q.4 What are the direct and indirect tools of customer value communication? (10)
Q.5 Define customer value generation process. (10)
Q.6 What are the stages of service recovery process? (10)
Q.7 What are the difference between customers exportations and customers
perception.
(10)
(B) Essay Type Questions
Q.8 What is customer loyalty? Classify customers on the basis of needs, nature and
expectations.
(15)
Q.9 What is Internet retailing? What are the advantages of purchasing on the
internet?
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