Date: January 20 – 23, 2020
A passion for customer satisfaction is one way a market-oriented company builds superior profits. Companies with a strong market orientation see current and potential customers as key sources of profitability, cash flow, and earnings. Customers, products and assets are all important parts of business and business success. Products will come and go; assets will be purchased and consumed, but the customer is the only enduring asset a company has. Keeping in mind that the customer is the only source of positive cash flow, it is the responsibility of the company to understand how customers affect a business and profitability.
Program Objectives:
• To identify key issues, challenges, and opportunities to enhance the value proposition to the customers.
• To establish the connectivity between market orientation, customer satisfaction, market based management and profitability and design the strategies to make this happen.
• To verify the hypothesis that customer service can be a profit center.
• To identify the main drivers of customer delight and design a strategy to deliver them; and
• To understand the main pillars of Customer Relationship Management (CRM).
Coverage:
• Customer orientation of business and managing customer loyalty
• Customer analysis and value creation
• Customer satisfaction and dissatisfaction: concept and value
• Customer focus and profitability
• Profit impact of customer retention
• Customer service – profit centre and not cost centre
• Building and managing life-long relationship with the customers
• Customer Analytics
Venue: Management Development Centre (MDC), IIM C Campus
Participant Fees: Residential (R): ₹ 65,000/- Non-Residential (NR): ₹ 10,000/- less than the Residential fee Taxes and surcharges extra, as applicable.
Contact Information:
CMDP Office
Management Development Centre (MDC)
Indian Institute of Management Calcutta, Diamond Harbour Road, Joka, Kolkata – 700 104
Phone: +91 33 7121 6000-01 (Extns: 6012/6005)
Email: program_mdp@iimcal.ac.in Weblink: https://www.iimcal.ac.in/mdp/mdp-calendar
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