MDP Profiting through Value Creation, Customer Satisfaction, Loyalty, and Relationship Introduction Programme Director : Dr. Prafulla Agnihotri 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. The companies who want to survive this millennium must aim at customer satisfaction of the highest order. The customers who are satisfied may still find it easy to switch when a better offer comes along. High satisfaction or delight creates an emotional affinity with the brand, not just a rational preference. The result is high customer loyalty. This programme describes the important tools in delighting the customers and developing their loyalty to your brand. It emphasizes on winning and retaining customers for life and performing better than your competitors. It also discusses various non-tradition tools (in the Indian environment) which the marketers in India have ignored so far in delivering higher customer satisfaction and increasing profits. This programme is a result of years of research and practice and establishes the fact that in this competitive era, customer service must be treated as a profit center. Venue: Chennai Centre of IIM Trichy # 45, Nehru street, Ramaniyam Siddharth Building 1st Floor, Industrial Estate North Phase, Ekkattuthangal, Chennai - 600 032. Tel. +91-44-222 555 65 & 66 Duration Three days (Nov 18-20, 2013) Non Residential
Programme objectives MDP 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). Contents 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 Who would benefit by this programme: All senior executives/ managers who are in charge of customer service / sales or marketing functions and those who come in direct contact with the customers. Methodology Concept discussions, case studies, experience sharing, assignments and small group workings for developing strategies for better customer service.
Programme Director MDP Dr. Prafulla Agnihotri Ph.D. in International Marketing Strategy Founder director of IIM Tiruchirappalli Visiting faculty with Euromed, Marseille Provence (an EQUIS Certified B-school), and CERAM, Sophia Antipolis, France Co-authored a book titled Principles of Marketing with Philip Kotler, Gary Armstrong and Ehszn ul Haq Best Professor in Marketing award at the Asia s Best B-School Awards by CMO Asia Bharat Jyoti Award 2012 Dr. Prafulla Agnihotri holds a Master s Degree in Management Studies (M.M.S.) and Ph.D. in International Marketing Strategy area from Jamnalal Bajaj Institute of Management Studies, Mumbai. He has about ten years experience in the industry- in sales, marketing and training, and over fifteen years of experience in academics. He has also completed a postgraduate Diploma in Training and Development from Indian Society for Training and Development (ISTD), New Delhi. He is the founder director of IIM Tiruchirappalli, Tamil Nadu, India. Before taking over the current post, he was a Professor in Marketing group at Indian Institute of Management (IIM) Calcutta. He is on a special leave from IIM Calcutta to set up IIM Tiruchirappalli. He was also the Chairperson of Career Development and Placement Cell at IIM Calcutta during 2008-10. As a professional corporate trainer, he has been conducting corporate training programmes for over thirteen years and has conducted several programmes in sales, marketing, strategy, and customer care and CRM areas. Using his knowledge of applied behavioural sciences, which he has gained in ISABS, he has conducted several programmes in Communication Skills where the emphasis is more on empathic communication to understand others with an open mind. He has conducted training programmes in a number of companies of repute like Tata Motors, Thermax, Indian Oil Corporation Ltd, Eureka Forbes Ltd, Dena Bank, Chetan Foundries Ltd to name a few. All the (in-company) training programmes are tailor made to suit the specific needs of clients; he also conducts consulting in the areas of Strategic Marketing, Customer Orientation and Efficiency of Customer Care/ Relations, Marketing Research, Marketing Productivity and on a very limited scale head hunt for his existing clients for the senior management positions. He is also a visiting faculty with Euromed, Marseille Provence (an EQUIS Certified B-school), and CERAM, Sophia Antipolis, France. He has published a number of research papers/ articles in the areas of Marketing and International Business in leading journals, magazines and newspapers. He has co-authored a book titled Principles of Marketing with Philip Kotler, Gary Armstrong and Ehszn ul Haq. The book has receiveied an award as the best presented text book in English by the Government of India in December 2010.
Programme Director MDP He was declared the Best Teacher in Marketing Management at 16th Business School Affaire and Dewang Mehta Business School Awards inseptember 2008 and was awarded the Best Professor in Marketing award at the Asia s Best B-School Awards by CMO Asia on 23rd July, 2010 at Singapore. He has been honoured with the most coveted institutional and globally reputed Presentation of Bharat Jyoti Award 2012. Dr. Prafulla Agnihotri Ph.D. in International Marketing Strategy Founder director of IIM Tiruchirappalli Visiting faculty with Euromed, Marseille Provence (an EQUIS Certified B-school), and CERAM, Sophia Antipolis, France Co-authored a book titled Principles of Marketing with Philip Kotler, Gary Armstrong and Ehszn ul Haq He is a member of Indian Society of Applied Behavioural Science (ISABS), New Delhi and is a consultant on the panel of Export Import Bank of India part from being on the advisory board / editorial panel of three business schools. He is also a member of the Working Group on Technical and Professional Education for the formulation of Twelfth Five Year Plan constituted by the State Planning Commission, Government of Tamil Nadu. He has been nominated to be a member of Indian Institute of Management Kozhikode (IIMK) Society by Ministry of Human Resource Development (MHRD). He has been appointed as the Government of India nominee on the councilof Management of AIMA for the year 2012-13. He has also been appointedby the Government of India as a member in the first court of Central University of Tamil Nadu (CUTN). He can be reached at director@iimtrichy.ac.in or pyagnihotri@gmail.com or on +91 431 250 5049. Best Professor in Marketing award at the Asia s Best B-School Awards by CMO Asia Bharat Jyoti Award 2012
MDP Programme Fees and Group Discount Rs. 25,000 (Rupees Twenty Five Thousand only) per participant for this non-residential programme. Group discount of 10% will be offered if a company sponsors four or more participants. Service Tax @12.36% should be added to the fees. Fees will be paid by Account Payee Cheque / Demand Draft in favour of Indian Institute of ManagementTiruchirappalli and sent to: The Chairman, CMDP Indian Institute of Management Tiruchirappalli, NIT Trichy Campus, Tiruchirappalli 620 015, Tamil Nadu, India Phone: 0431 250 5000 / 5003 Fax: 0431 250 1124 Enrolment You may email cmdp@iimtrichy.ac.in and copying it to priya@iimtrichy.ac.in for the Programme Details & Enrolment Form through attachment.
MDP ENROLMENT FORM Name of the Programme: Date: Venue: Name of the Applicant: Designation: Academic Qualification: Age: Residential Address: Phone: Fax: Email: Name of the Sponsoring Ogranization: Address: Phone: Fax: Website: Name of the Sponsoring Authority: Designation: Phone: Email: Payment Details: Date: Cheque / Draft No: Amount: Bank Name, City and Branch: Signature of the Sponsor /Participant The completed Nomination form along with the Cheque / Draft payable in the name of Indian Institute of Management Tiruchirappalli, should be sent to the following address: THE CHAIRPERSON Consulting and MDPs Indian Institute of Management Tiruchirappalli Thanjore Road, Tiruchirappalli 620015