Managing Customer Relationships QUESTIONS 6-1 Nonfinancial measures such as customer satisfaction and customer loyalty are important in managing relationships with customers‚ but an excessive focus on improving customer performance with only these metrics can lead to deteriorating financial performance. To balance the pressure to meet and exceed customer expectations‚ companies should also be measuring the cost to serve each customer and the profits earned‚ customer by customer. 6-2 Examples
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Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What are the different bases for segmentation
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Sri Lanka: 23rd Of Black July‚ One Man Destroyed His NationFriday‚ 27 July 2012‚ 3:17 pm Article: Asian Human Rights Commission | July 25‚ 2012 An Article from the Asian Human Rights Commission Sri Lanka: On The 23rd Of Black July‚ One Man Destroyed His Nation Basil Fernando Many things are said about Black July‚ 1983. That there were many culprits who caused the havoc that virtually destroyed the image of Sri Lanka and which gave justification for a prolonged period of violence. However
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past two years alone; and assassinated two world leaders - the only terrorist organization to do so...” [1] “…The ’ruthless tactics’ of the Sri Lankan Tamil Tigers have inspired terrorist networks worldwide‚ including Al Qaeda...” [1] “…For more than three decades‚ the group has launched a campaign of violence and bloodshed in Sri Lanka‚ the island republic off the southern coast of India. Its ultimate goal - to seize control of the country from the Sinhalese ethnic majority and
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The relationship between a banker and a customer is as follows: 1. Contractual Relationship: The contract takes place the moment an account is opened by a customer with a bank and this contract remains valid till the customer operates his account as per the terms and conditions agreed between them. 2. Debtor and Creditor Relationship: When a customer opens an account with a bank and maintains a credit balance‚ the banker assumes the position of a debtor and the customers assumes the role of a
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2.1.1 Background of the Sri Lankan Hotel Industry In a country like Sri Lanka booming tourism industry plays a significant role in the generation of income/ foreign exchange and provision of employment opportunities which results in improving the country ’s macro-economic performance. The Ministry points out that refurbishment of hotels‚ building of new hotels etc indicate the spread of the impact of tourism sector to other economic sectors. The hotel sector in Sri Lanka had been performing below
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Working Relationships with Customers Effective communication strategies can help towards building strong working relationships with clients and customers and are very important for the progress of any company. It is essential to create a good impression and therefore it is important that the employee’s self presentation meets the expectations of the customer and leaves them with an overall positive opinion. Employee’s appearance is essential for creating a good first impression to the customer. It
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J.Natn.Sci.Foundation Sri Lanka 2013 41 (4): 309-318 DOI: http://dx.doi.org/10.4038/jnsfsr.v41i4.6058 RESEARCH ARTICLE Use of biochemical compounds in tea germplasm characterization and its implications in tea breeding in Sri Lanka J.D. Kottawa-Arachchi1*‚ M.T.K. Gunasekare2‚ M.A.B. Ranatunga1‚ P.A.N. Punyasiri3 and L. Jayasinghe1 Tea Research Institute of Sri Lanka‚ Talawakelle. Coordinating Secretariat of Science‚ Technology & Innovation‚ 3rd Floor‚ Standard Charterd Building‚ Chatham
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There are many techniques for building relationships with customers. One in particular would be to learn the names of your regular customers if you have any or thank them by using their last name if they use a credit card for purchases. By remembering their names it makes the customers feel appreciated and in turn their experience will be shared with their friends and relatives. Not only increasing your bottom line but‚ also keeping loyal customers coming to your store. This also secures your position
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Literature Review Article Review on Human Resource Information Systems (HRIS) and need for a HRIS for Nurses in Public Health Sector in Sri Lanka Dr. Ravi R. Wickramaratne MBBS Postgraduate trainee in Biomedical Informatics Post Graduate Institute of Medicine University of Colombo Sri Lanka E-mail: raviwick@hotmail.com Abstract Shortage of human resource data for the health sector in many developing countries including Sri Lanka is a recognized drawback in managing Human Resources in Health (HRH)
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