CRM in the Digital Age

Programme Contents / Outline

• CRM Concepts & Process Framework of CRM
• Customer Profitability and Lifetime Value
• Service Quality themes in CRM
• Analytics for CRM
• Technological tools for CRM
• Implementing CRM.

Senior Managers in Marketing, Customer Service, Relationship Management from service businesses including banking, financial services, telecom, retail, hospitality, airlines, etc.

Learn best practices from customer centric businesses, Leverage digital technologies to strengthen customer bonds, Develop a road map to implement CRM

Lecturers, Case Analysis, Video led discussions and Expert Insights

Programme Fee and Payment

INR 81,000/- Residential and INR 75,000/- Non -Residential (+ Applicable GST) per person for participants from India and its equivalent in US Dollars for participants from other countries.

Early Bird Discount

Nominations received with payments on or before 12- Nov-18 will be entitled to an early bird Discount of 10%.

• Early Bird Fee (Residential) INR 72,900/-(+ Applicable GST)
• Early Bird Fee (Non-Residential) INR 67,500/-(+ Applicable GST)

All enrolments are subject to review and approval by the programme director. Joining Instructions will be sent to the selected candidates 10 days prior the start of the programme. Kindly do not make your travel plans unless you receive the letter from IIMB.

A certificate of participation will be awarded to the participants by IIMB.

• The programme fee should be received by the Executive Education Office before the programme commencement date.
• In case of cancellations, the fee will be refunded only if a request is received at least 15 days prior to the start of the programme.
• If a nomination is not accepted, the fee will be refunded to the person/ organisation concerned.

Prof. G. Shainesh has over two decades of research and teaching experience in India and abroad. He has conducted research and teaching assignments at the Goteborg University (Sweden), University of St. Gallen (Switzerland), Audencia Nantes and IESEG (France), Vienna University and MCI Innsbruck (Austria), Bocconi University (Milan), Curtin University of Technology (Perth) and the American University of Armenia (Yerevan). His research and teaching focus on CRM, Services Marketing and Service Innovations. At IIMB, he leads the cross functional research initiative on consumer insights http://www.iimb.ac.in/initiatives/initiatives-consumer-insights His case study ‘Narayana Nethralaya: Expanding Affordable Eye Care’ was the 2nd place winner in the GlobaLens 2014 NextBillion Case Writing Competition http://www.globalens.com/ .

The ‘Best Professor in Marketing’ award was conferred on Prof. Shainesh by the CMO Asia Council during the ‘Best B-Schools in Asia Awards’, July 2011, Singapore. He is also the past winner of the Citibank Special Research Award (1994) and P D Agarwal TCI Award for Doctoral Research in Management (1995). He has worked for several organizations in the public, the non-profit and the corporate sector including telecom, software, engineering and service firms both as an advisor and as a seminar leader. His clients include ABB, Aventis Pharma, B2K Corp, Department of Pharmaceuticals, HECL, Caterpillar, Ericsson, Indian Oil, Manipal Universal, MICO, NCSM, Otto Bilz, Philips, SKF, Indian Railways, IFFCO, ICPB, Ministry of Tourism, Power Ministry, TRIFED, Sanskriti, and Pradan among others.

Prof. Shainesh’s book titled ‘Customer Relationship Management – A Strategic Perspective’ (Laxmi Publications) is a prescribed text book for CRM courses at several business schools. He is also the co-author of an edited book on CRM titled ‘Customer Relationship Management – Emerging Concepts, Tools and Applications’ (15th Reprint 2011, Tata McGraw Hill, New Delhi).

Shainesh is the Editor-in-Chief of the Journal of Indian Business Research (JIBR), an Emerald (UK) publication. His papers on services and relationship marketing have been published in the ‘MIS Quarterly’, ‘Journal of Service Research’, ‘Journal of International Marketing’, ‘International Journal of Bank Marketing’, ‘International Journal of Retail and Distribution Management’, ‘International Journal of Technology Management’, ‘Journal of Relationship Marketing’, ‘International Marketing Review’, ‘Revue Francais du Marketing’, ‘Journal on Marketing & Communication’ ‘Vikalpa’, and ‘IIMB Management Review’.

“Speed and Technology is the corporate mantra”

I experienced how my bank is moving from manual to digital mode and the L&D implementation which I do on my customer’s digital banking transformation. I felt I need a strong background to understand this digitalisation shift.

CRM in the Digital Age program has given me an exposure to new trends in technology, and on how prepared we must be to compete with chariots and robots who’ll be replacing our skills. And to have an exposure to share and understand the work culture.  Senior corporate management, IIM alumni and professor interactive session made the program more lively.

My dream to be with IIM has been taken care of.

Thanks to the professor, guest faculty and industrialists who shared their experiences with us.

-Mahesh HC, HDFC Bank Ltd