Indian Institute of Management Raipur is going to organise two-day highly intensive Management Development Programme on Building Customer-Centric Organisations: Managing Relationships for Creating Customer Value on March 7-8, 2014.
Professor Vinita Sahay, Programme Director IIM informed that this residential programme on Customer Centric organisations for the Marketing Executives and Personnel has been endeavoured at developing an attitude for creating fundamentally new and superior customer value.
This will provide managers with an opportunity to think and exchange on the relevance and originality of the value offered to their customers, on the new trends of the market, on their ideas about the development of new market spaces.
She informed that the topics to be covered in the programme are: Micro lab, De-structuring, Inventorying Expectations; Evolution of Marketing and Customer Centricity; Target Marketing – Segmentation and Targeting; Differentiation and Positioning; Customer Satisfaction – Expectation and Perception Mapping; Measuring Gaps in Customer Satisfaction; Measuring and managing customer value; Service Quality: Its Measurement and Management; Customer lifetime value; Complaint Handling and Service Recovery; Service Blueprinting.
The same shall be conducted by eminent resource persons from IIM Raipur. The pedagogy includes Psychological Testing of the participants, In-basket, Critical Incident method, Role Plays, Psycho-drama, besides experience sharing.