Global Competitiveness Report places India as a country very low on
'customer orientation' parameter. Responsive and responsible customer
interface, service and support leads to improved customer satisfaction
and competitiveness of the firms. Customer commitment has to be an
important corporate value. Customer satisfaction has long reaching
impact on the current and perhaps future viability of an organistion
. Companies need to focus on customers who may be planning to defect
and be retention-centred. The emphasis is less on building short-term
satisfaction than on instilling long term loyalty. Customer responsive
organisation creates value by solving individual customer problems.
All departments and processes are aligned to do that.
The program is designed to help participants to view their core function
from customers' point of view. The program will develop the broadened
concept of marketing for an organisation and help the participants
to develop the required mind-set and responses.
Focus of the Program
The program will approach the topic to integrate marketing and total
business operation. Emphasis will be on practical application and
relevance of theoretical concepts for proven results. Following main
issues will be explored in the programme:
- To understand the concept of customer value and customer orientation
- How to create a customer-driven organisation
- Role of non-marketing personnel in adding and promoting value
to the customer
Middle and Senior level executives both from private and public
sector companies, whose interface and response, howsoever indirect,
matters in adding and promoting value to the customer, will find
this program useful. The program will focus on issues related to
all sectors of business.
March 9-10, 2000
Mumbai (The details will be sent to the nominated participants)
Participants should be nominated by their organisation. The enclosed
nomination form should be completed and returned to MDP Secretariat,
IIMI. The last date for receiving nomination is March 1.
The fees for the non-residential program which includes charges
for course material, and lunch would be Rs. 5,000 per participant
The fees may be paid by crossed demand draft in favour of Indian
Institute of Management, Indore and sent to MDP Secretariat, IIM,
Indore as per address given.
Rajan Saxena is the Director of the Institute and also a Professor
of Marketing. He has taught marketing and strategic courses in leading
management institutes in India and abroad. He is also associated
as trainer and consultant in marketing and business strategy with
leading national and multinational companies in India and abroad.
He has been conferred thee Best Teacher of Management Award by the
Bombay Management Association in 1990 and Best Teacher of Marketing
Management at International Brand Summit at Bombay in 1998. He has
published several articles and two books, including "Marketing Management"
published by Tat McGraw Hill.
Dr. S.R. Singhvi has got over 3 decades
experience as Professor (Marketing), Sales Manager, Head of Training
& Development at Corporate level. He will also be the Program Director.
For any additional information/enquiry, please write to:
Iindian Institute of Management,
Phone 91-731-786191, 788505.788523