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MANAGEMENT
DEVELOPMENT
PROGRAMME
CUSTOMER RELATIONSHIP
MANAGEMENT
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Management Development Programme
Customer Relationship Management
Jagan Institute of Management Studies, Sector 5,
Rohini, New Delhi organized MDP Programme on
Customer Relationship Management at JIMS
Campus, on Saturday 24
th
March, 2012. Theprogramme started with the welcome address by
the Head of MDP cell Mr. C. George, introducing
the program and the participants. The resource
persons of the session were Dr Sudhir Rajguru, Ms
Pooja Jain & Ms Yukti Ahuja . The programme
concentrated on the aspect of Customer
Relationship Management, its importance and its
present day need in the working of an
organization. Executives and upto Middle level
Managers in private, nationalized and foreign
banks , print and electronic media, advertisingagencies, Insurance companies , exhibition
organizers and Govt agencies and entrepreneurs
etc were the people who attended the programe.
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The participants from all the major sectors like
hospitality, Information Technology, Education,
and Human Resource Management were the
active members of the programme, to name some
were Alpine Energies, National Centre for Trade
Information, Birla Soft Pvt, Ltd, Try Foundation,
DCRUST, Bee Kay Wires Pvt Ltd, Neetee Clothing
Pvt. Ltd, Crowne Plaza, and Directorate of Estates.
The topics covered of the programme were the
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
and lastly the feedback.
The programme was designed to meet the
changing needs of the customers. They demand not
only better products but the best of the services as
well. Satisfaction of the customers is counted upon
the service they get; henceforth the question arisesof promising and delivering the best. Building
cordial relations with the customers and clients
gives businesses a strategic advantage. The product
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development arises from the change in customer
preferences and wants. Organizations that
concretely focus on acquiring new customers fail to
understand building relations and understanding
their customers. The programme focused on
building these relations and understanding the idea
behind maintaining lifetime relations with them.
The programme was divided into three technical
sessions and the resource persons Ms Pooja Jain and
Ms Yukti Ahuja in their 2 and half hour session
elaborated the organizations with implementing
and managing customer interactions. Enumerating
the characteristics of the customers retention and
CRM benefits.CRM application tends to be moreprofitable for the small scale industries than the
large ones. They stressed on the fact that acquiring
new customers are important but retaining the
older ones hold prime importance.
The resource person for the third session was Dr.Sudhir Rajguru speaking on selecting the right
customer strategy and also highlighting their
thought via presenting a case study. The closing
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session was again taken by Ms Pooja Jain where she
took a recap and key learning, feedback and
sharing their experiences. The session concluded
with the closing remarks by Director of JIMS Dr
J.K Goyal.
The presentation of certificates to the participants
and the Vote of Thanks were given by Mr C.
George .With all the efforts of the MDP Cell
including Mr C. George, Ms Pooja Jain, Ms Yukti
Ahuja and Mr Sudhir Rajguru the programme got
an overwhelming response from the participant
and our faculty members. The programme opened
an avenue of cross cultural interactions with the
participants from diverse sectors.
Overall the session was a fruitfull and a learning
experience for all the faculty members as well for
the participants and was well appreciated.