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crm

Customer relationship Management


24th march, 2012 - Date 10.00 am - 05.00 pm - tiMe JImS campus, Sec-5, rohini, Delhi -110085 - venue

ManageMent DevelopMent p r o g r a M

Customer Relationship Management (CRM)


In this era of globalisation and liberalization,the customers needs are changing day by day.They demand not only better products but the best services and at an affordable price.Today customer centricity is the key to success in any business. Building customer relationship gives them a strategic advantage. Although it sounds simple, business around the world have struggled with it. Organisations that focus only on acquiring new customers may fail to understand their current customers. While the company may bring new customers through the front door, equal or greater number of customers may be exiting. Therefore developing lifetime relationship is extremely important for retaining current customers. crm is now a widely implemented strategy to manage companys interactions with existing and potential customers. It basically involves use of technology to organize.automate and synchronise business process. crm is not only for the big players. crm application tends to be more to profit small industries than large ones.Overall goal is to get new customers and retain existing customers. However, unlike other software applications, IT alone cannot be expected to rollout crm system. It needs to draw participation from the top management, senior executives of sales and marketing, customer service departments and finally the end users. There are several challenges that face the organizations in developing new customers and retaining their existing clientele. Sufficient training needs to be given to employes and entrepreneurs in order for them to be prepared and to comprehend and deal with the difficulties easily.

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

Who Should Attend this Program?


Executives and upto Middle level managers In private, Nationalised and Foreign banks, Print and electronic media, advertising agencies, Insurance companies, exhibition organizers and Govt agencies, Enterpreneurs etc.

Key Resource persons


Dr. Sudhir Rajguru Dr. Rajguru is MBA and Ph.D. In marketing from Mohan lal sukhadia University, Udaipur. He brings with him more than twelve years of rich experience Including Industries like GE Countrywide, Udaipur chamber of commerce and industry. He has also awarded a consultancy project from world bank under district poverty Initiative Project, Government of Rajasthan. Since last six years he has been involved in academic field as Associate Professor with leading business schools like ICFAI-Hyderabad, J.K.Business School,Gurgaon and Mody Institute of tech. & Science. His research interest includes marketing, Services marketing, and consumer behavior. He has conducted several Seminars and Training programmers in the area of marketing. Ms. Pooja Jain ms pooja Jain has been associated with JImS, rohini for about 9 years now. She has worked with reliance Infocom for about a year in the sales division and has handled institutional selling. Her other corporate endeavors include short term trainings and projects done at maruti Suzuki Ltd and modi International. Her areas of interest include Branding, marketing research and consumer behavior. She is a graduate in Economics from Delhi University and MBA from Institute for Integrated Learning in management(IILm) Delhi. She has presented several research papers on various aspects viz. Rural Marketing, Green Marketing and Branding initiatives in National and International conferences. Besides teaching she has also provided guidance to many students in completion of their projects on Marketing Research, Pricing, Distribution, Sales Strategies and Promotion Methods.

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.

Participation charges (per participant):


For One-Two rs 3000/-per person For Three-Four rs 2500/-per person

Above charges are inclusive of course material,Lunch,Tea/coffee and refreshments. LIMITED SEATS. RESERVE YOUR SEATS TODAY !!

Management Developement Programs(MDPs)


Our MDPs are designed to further enhance the skills of practicing managers and entrepreneurs. We also develop programs focused on MSME units whether those in trading or manufacturing sector covering various areas of Marketing, Finance, HR, Quality Management &International Trade. These programs are conducted by our expert Resource persons having thorough knowledge of the subject as well as those having rich practical experience. MDPs are designed keeping in view of the everchanging demand on Business and professional executives. contents of these programs are constantly reviewed and updated on a regular basis. Participants are equipped with the latest tools ,techniques and skills to enhance their productivity. Our interactive training methodology includes role playing, group participation, case studies, presentations and video clips.

Opportunity to attend MDPs at JIMS,Rohini !


Our Forthcoming Programmes 24th march 2012 14th April 2012 5th may 2012 23rd June 2012 customer relationship management (crm) E-Marketing Total Quality Management (TQM) For Small Business Basic Leadership Skills

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.

For more details contact


Mr. C. George Head - MDP Cell Jagan Institute of management Studies 3, Institutional Area, Sector-5, rohini, Delhi- 110085 Email : cherian.george@jimsindia.org Tel no : 011-45184004 (D), 45184000 Fax no : 45184032 Website : www.jimsindia.org

RESERVE YOUR SEATS TODAY !

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