Exam Details
| Subject | Customer Value Management | |
| Paper | ||
| Exam / Course | Diploma inRetailing | |
| Department | School of Management Studies (SOMS) | |
| Organization | indira gandhi national open university | |
| Position | ||
| Exam Date | December, 2015 | |
| City, State | new delhi, |
Question Paper
1. What do you mean by Customer Value Management Explain the process of developing and implementing effective CVM strategies.
2. Differentiate between 'customer expectation' and customer perception'. Discuss the role of beliefs and attitudes towards value in customer value management.
3. Explain the meaning and benefits of customer interaction management.
4. Describe the different steps required to design an effective promotional programme.
5. What is integrated marketing communication? Explain the benefits and barriers to integrated marketing communication.
6. Describe Gaps model and its five dimensions. Also identify the strategies to reduce the gaps.
7. Explain the economics of customer value by taking a hypothetical situation.
8. Explain the concept of service recovery with the help of an example. Discuss the steps involved in service recovery.
9. Write short notes on any two of the following:
Customer interaction management
Positioning retail services
RFID
SERVQUAL
2. Differentiate between 'customer expectation' and customer perception'. Discuss the role of beliefs and attitudes towards value in customer value management.
3. Explain the meaning and benefits of customer interaction management.
4. Describe the different steps required to design an effective promotional programme.
5. What is integrated marketing communication? Explain the benefits and barriers to integrated marketing communication.
6. Describe Gaps model and its five dimensions. Also identify the strategies to reduce the gaps.
7. Explain the economics of customer value by taking a hypothetical situation.
8. Explain the concept of service recovery with the help of an example. Discuss the steps involved in service recovery.
9. Write short notes on any two of the following:
Customer interaction management
Positioning retail services
RFID
SERVQUAL
Other Question Papers
Departments
- Centre for Corporate Education, Training & Consultancy (CCETC)
- Centre for Corporate Education, Training & Consultancy (CCETC)
- National Centre for Disability Studies (NCDS)
- School of Agriculture (SOA)
- School of Computer and Information Sciences (SOCIS)
- School of Continuing Education (SOCE)
- School of Education (SOE)
- School of Engineering & Technology (SOET)
- School of Extension and Development Studies (SOEDS)
- School of Foreign Languages (SOFL)
- School of Gender Development Studies(SOGDS)
- School of Health Science (SOHS)
- School of Humanities (SOH)
- School of Interdisciplinary and Trans-Disciplinary Studies (SOITDS)
- School of Journalism and New Media Studies (SOJNMS)
- School of Law (SOL)
- School of Management Studies (SOMS)
- School of Performing Arts and Visual Arts (SOPVA)
- School of Performing Arts and Visual Arts(SOPVA)
- School of Sciences (SOS)
- School of Social Sciences (SOSS)
- School of Social Work (SOSW)
- School of Tourism & Hospitality Service Sectoral SOMS (SOTHSM)
- School of Tourism &Hospitality Service Sectoral SOMS (SOTHSSM)
- School of Translation Studies and Training (SOTST)
- School of Vocational Education and Training (SOVET)
- Staff Training & Research in Distance Education (STRIDE)
Subjects
- Buying and Merchandising
- Buying And Merchandising - II
- Customer Service Management
- Customer Value Management
- Human Resources
- It-Enabled Retailing
- Overview of Retailing
- Retail Management Perspectives Communication
- Retail Marketing and Communication
- Retail Operation And Store Management II
- Store Organisation-1
- Visual Merchandising And Store Management