About IPE - Institute of Public Enterprise

INTRODUCTIONIn recent years, there has been a significant shift in the balance of power between the consumer andthe organizations providing them products and services all over the world. Business the world over, isstruggling to sustain competitiveness in a rapidly globalizing economy. They are becoming customercentric. The key to profitability and to maintain sustainable competitiveness is to build long-term andeffective relationships with the customers.The waves of Liberalization, Privatization and Globalization ushered in a manifold increase in thecompetition in almost every industry. Customer Relationship Management (CRM) has evolved as atool through which the businesses obtain, maintain and retain customers.In the new customer centric economy where the competition is fierce, there is an urgent need for thecompanies to grow through implementing CRM by building and maintaining relationships by formulatingappropriate strategies. There is also a need to understand the impact of technology interventions inmaintaining the relationships.Programme ObjectivesThe objective of the programme is to♦ Sensitize the participants about the importance of Customer Oriented Thinking,♦ Outline various CRM Strategies♦ Understand CRM building process and Technology Interventions♦ Evaluate the impact of CRMProgramme Content :♦ Customer Oriented Thinking♦ CRM Strategies♦ CRM Building process♦ CRM – Score Card♦ Emerging concepts in CRM♦ Technological Tools for CRMPEDAGOGYThe programme would utilize a judicious mix of methods including♦ Classroom sessions by instructors from industry and academics;♦ Case discussions: The participants are expected to analyze, discuss, and suggest suitable courseof action for the situation in the assigned case;♦ Group-exercises and presentation on ideas from the readings and articles given to the participants.♦ Games and Role-playsWho may ParticipateSenior & Middle Level Managers, Officers from Marketing, Sales and Customer Care Departmentsfrom Public and Private Sectors in Manufacturing and Services Sectors, and Government Organizations.Programme Schedule & VenueThe programme commences on Thursday, the 20th June, 2013 and concludes on Friday, the 21stJune, 2013. The Venue of the programme is The Institute of Public Enterprise (IPE),Osmania University Campus, Hyderabad- 500 007.RegistrationThe programme is residential. All participants are required to register for the programme by payingthe Programme Fees. The programme fees covers charges for accommodation, breakfast, lunch,dinner, faculty inputs, course material, training kit, and other facilities.Programme FeeParticipantType Single nomination Three or more nominationsResidential participants Rs. 15,000 Rs. 14,000 per participantNon-Residential participants Rs. 10,000 Rs. 9,000 per participantNominations and Payment of FeesFilled in nomination forms along with the demand draft in favour of “Institute of Public Enterprise”,payable at Hyderabad should be sent to Dr. V. Srikanth, Programme Director, Customer RelationshipManagement, Institute of Public Enterprise, Hyderabad – 500 007, on or before 17th, June, 2013.Programme DirectorDr. V. Srikanth, M.B.A. Ph.D. (Management)Dr. Srikanth has eighteen years of industry, research, training and teaching experience. He had beenawarded Ph.D. by Osmania University, Hyderabad for his doctoral thesis in Marketing Management.He had published articles in reputed national and international journals. He has presented a paperon Indian Information Technology industry at an International Conference organized by InternationalAcademy of Business and Economics, held at Las Vegas, Nevada, USA in October, 2005. He haspresented a paper on Indian Software Exports at an International Conference organized by InternationalAcademy of E-Business conference, held at Orlando, Florida, USA in March, 2006. He had conductedtraining programmes for corporates like Asian Paints Ltd., Hyderabad Industries Ltd., (C.K. Birla Group).He had interacted with the Marketing Guru, Dr. Philip Kotler on his visit to India. He had conductedan AICTE sponsored two week Faculty Development Programme for Marketing faculty of variouscolleges in South India in March, 2007. He has also conducted National Conference on CyberMarketing (2007), National Conference on Customer Relationship Management – A Financial ServicesPerspective (2008), and National Conference on Customer Oriented Services Management (2009).He has completed an AICTE funded research project on Customer Relationship Management. He hassuccessfully completed Consultancy Projects for Karnataka Soaps and Detergent Ltd., HOPCOMS,and Karnataka State Agriculture and Marketing Board, Government of Karnataka. He is currentlyheading the two years Post Graduate Diploma in Management – Retail & Marketing course offeredby IPE. He is also the Head, School of Marketing, Institute of Public Enterprise. Presently, he isundertaking a consultancy project for the Government of Assam.