Workshop on Customer Relationship Management
12-13 March 2009 : CII – Sohrabji Green Business Centre, Hyderabad
CII Institute of Quality is pleased to announce a two-day programme on “Customer Relationship Management” scheduled to be held on 12 – 13 March 2009 at the CII – Sohrabji Godrej Green Business Centre, Hyderabad
In today’s competitive scenario, it is extremely important for organizations to understand their customer segments and their needs. Proactive involvement with customers in order to discuss and address their needs, expectations and concerns is an absolute requirement. Products & services are designed and developed, produced and delivered; based on the needs and expectations of the current customers as well as non-customers. It is essential to effectively serve the customers through the value chain and enhance the relationship, to develop loyalty. This in turn would lead to enhanced business success.
Therefore, determining and meeting customers’ day-to-day contact requirements is of prime importance. Also, there has to be an efficient and effective methodology to handle feedback received from day to day contacts including complaints. Customers’ perceptions of the organization’s quality of services are based on what they encounter in their interaction with its people, products and services. It is also influenced by the feedback customers receive from others based on their interactions.
Organizations need to understand their current value delivery system and re-design their customer-facing business processes from the end customer’s point of view. Organizations need to continuously innovate in the ways they provide support to their customers. This would enhance customer loyalty.
Objective & Learning Outcomes.
Objective: To discuss all the issues pertaining to CRM and develop enhanced understanding as to how to address these, thorough real life examples, case studies and through the experiences sharing of the participants.
Learning: The importance of CRM and how to better manage it.
Coverage of workshop.
Determining and meeting customers day to day contact requirements. Handling feedback received from day to day contacts including complaints. Proactive involvement with customers, in order to discuss and address their needs, expectations and concerns. Following up on sales, servicing and other contacts in order to determine levels of satisfaction with products, services and with other customer sales and servicing processes. Seeking to maintain creativity and innovation in the customer sales and servicing relationship. Establishing partnerships with customers which add value to the supply chain. Using regular surveys, other forms of structured data gathering and data gathered during day to day customer contacts in order to determine and enhance customer relationship satisfaction levels. Advising customers on the responsible use of products.
Who should attend?
Managers at all levels, who have something to do with customers both at the operational and strategic levels, and whose organizations want to make a difference to their customers through enhanced relationship management.
Benefits to the participants.
Understanding as to how CRM helps increase revenues by enabling organizations to better manage communications across the value chain including sales, marketing, dealers, customers, and grow brand image and customer loyalty.
This program strives to discuss all these issues and try to develop enhanced understanding as to how address these, thorough real life examples, case studies and through the experiences sharing of the participants.
ACHIEVEMENT
On completion of this course, participants will receive a participation certificate .
Venue
CII-Sohrabji Godrej Green Business Centre
Survey No 64, Kothaguda post
Near Hi-tec City
Ranga Reddy District
Hyderabad-500032
Tel: 04023112971-73
Fax: 040 23112837
Email:[email protected]
Kindly take advantage of this programme and nominate colleagues from your organisation at the earliest.
Biodata of Rajanga Sivakumar
He has over 28 years total HP experience and retired in July 1999. He has worked in several positions in Marketing, Support and General Management. Last position General Manager for south and General Manager Quality in HP India. He was a member of the HP India Functional Management Team since inception for over 11 years.
He was part of the team that pioneered the formation of HP India and setting up of manufacturing headed by HP India founding President Suresh Rajpal in 1988/89.
He was involved as a part of the management team which supported and reviewed many process improvement teams in India.
Since 1999 he is perusing several independent assignments in the areas of Business Excellence. These include Leadership, Managing for Excellence, Business Planning, Customer Focus, Process Management, Process improvement, Six Sigma methodologies, Project Management, Surveys (Employees’ Satisfaction, Customer Satisfaction, Vendor Satisfaction, Leadership Assessment, 360 Degrees etc.), Communication, Team Work, Negotiation Skills etc.
He headed the team that spearheaded the preparation of the application for the CII Business Excellence Award in 1997. This is based on the EFQM Business Excellence Model. HP India was the first recipient of this prestigious award. HP India was also one of the HP sites to receive the HP President’s Quality Award in 1998.
He is a senior assessor under the CII-EXIM Business Excellence program in India, since 1997. He has had the opportunity to be part of the teams that assessed such organizations as ICIM (Fujitsu), TISCO, HINDALCO, AT&S (Nanjangud), Tata Liebert (Mumbai), BHEL (Tiruchi), JVSL, Titan, L&T (ECC), NDPL-Delhi, GCPL, Godrej Locks etc. He has been associated at different times with HP eGlobal, Trigyn Technologies, Tecnova India, BHEL-Tiruchi, BHEL-PSNR, BHEL-Haridwar, BHEL-PSSR, Vestas India etc. He was part of the CII team which did an assessment of the processes in Tata Motors early in 2006.
For Registration OR more details please contact GSIA offcie or on below numbers
Surabhi Shukla
CII Institute of Quality
9243073461
Email : [email protected]
Confederation of Indian Industry
Bharat Nagara, 2nd Stage, Magadi Main Road
Vishwaneedam Post
Bangalore – 560 091
Tel: 080 – 2328 6085 / 7690 / 9391
Fax: 080 – 2328 9388 / 2358 0314
www.cii-iq.