Professional Documents
Culture Documents
ManageMent DevelopMent p r o g r a M
Objectives
To make the participants aware and understand the Importance of CRM To understand the linkage of customer satisfaction leading to customer retention. To be customer centric and learn to manage Customers for life.
Contents
Characteristics of service Service gaps Customer retention Vs Customer acquisition CRM as a strategy Benefits of CRM Selecting the right CRM strategy-CASE STUDY Recap and Key learning Feed back
Ms. Yukti Ahuja Ms. Yukti Ahuja has an experience of more than four Years in industry and teaching. She has been associated with JImS, sector 5, rohini for more than two and a half years now in the position of Assistant Professor. Prior to this she has worked with the media giant HT Media Ltd. in the sales division and has handled institutional selling. Her other corporate endeavors include short term trainings and projects done at Luxottica group, titled Indian Luxury Eyewear Market and at CARAT media Agency to understand marketing communications and media planning. Her areas of interest include marketing research, services marketing and customer relationship management. She is a graduate in literature from Jesus and Mary College, Delhi University and an MBA scholar from GGSIPU, Kashmere Gate. She has worked on projects related to consumer preferences in retail scenario, reality television, ethics in education and has presented and published papers at national and international level and has attended several seminars and conferences.
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About JIMS
Jagan Institute of management Studies(JImS) was established in 1993 under the aegis of Jagannath Gupta memorial Education Society which is dedicated to the cause of imparting high quality professional education in the field of management and IT. Today JImS ranks among the top management Institutes in Delhi. JIMS offers post graduate programmes in Management (PGDM) with specialisation in areas of Marketing, Finance and Human resource. The Institute also offers specialized programs in International Business and retail management under the approval of AICTE. The Institute also runs BBA,BCA & MCA courses which are affiliated to IP university. A place for knowledge driven learners, the Institute has been working for the attainment of a mission to develop highly skilled and professional human resource for industry and business.One of the biggest strengths of the institute is its highly qualified, experienced and dedicated faculty. They work towards creating new benchmarks through updated curriculam reviews ,rigorous student evaluation, extensive research work and other development programs. JImS is having a full fledged campus with all the infrastructure including fully airconditioned class rooms, conference rooms and auditoriums and are equipped with state of the art visual aids, internet and intranet connectivity. Our cutting edge facilities include worldclass servers, wi-fi networked campus, well stocked library and a range of hardware and software supplies which facilitates an effective model of learning. The faculty is also involved in conducting advanced research in the areas of Micro, Small and Medium Enterprises and International Business. research is based on primary data and is highly relevant to the present day industry and business.. Strategically located in the tranquil environs of rohini, it is adjacent to rithala metro station.