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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.