Performance EDGE presents One Day Workshop On
Customer Relationship Management
- To Keep Customers for Life
Mumbai 10th February, 2012 at Ramada Plaza Palmgrove, Juhu Tara Road, Mumbai
Timing: 9-30 am to 5.30 pm

Registration and breakfast: 9 am

For Registration :

  Why This Workshop

Increasingly competitive and fragmented markets in virtually all industry verticals are making it progressively more difficult and expensive to acquire news customers as an avenue for business growth. This is accordingly making it more imperative for business organizations both globally and in India, to focus on business growth through customer retention and development.

This workshop seeks to educate the participants on the the basic concepts underlying Customer Relationship Management (CRM), the tangible business benefits of practising CRM, as opposed to an out-an-out customer acquisition driven marketing strategy, and the key actions to be taken to implement CRM in a business organization.
 Workshop Objectives
At the end of the workshop, the participants will:
  • Understand the basic concepts of CRM, such as the relative costs of customer retention and customer acquisition; customer lifetime value; the cost of losing a customer; linking marketing investment to customer profitability, etc.
  • Become familiar with certain basic service marketing concepts that are relevant to CRM.
  • Have a toolkit for introducing CRM in an organization; the participants will appreciate the fact that while CRM is practiced at the front end by Sales & Marketing, and related functions such as Customer Care and After Sales Service, the entire organization has to understand its importance, and support it
  • Appreciate the benefits and relevance of Information Systems driven CRM, as well as the issues involved in its implementation. Participants will appreciate the fact that while technology does facilitate CRM, it is neither a necessary nor sufficient condition for its success
  Who Will Benefit
  • Sales, Marketing & Customer Care (including After Sales Service) Managers at all levels across different verticals
  • Executives in non-Sales & Marketing functions, who have to interact with Sales & Marketing, such as Supply Chain Management & Logistics, HRM, Finance & Accounts, and Systems
  • Profit Centre Heads
  Program Topic
  1. Basic Concepts of CRM
    • Customer Satisfaction & Customer Delivered Value; linkage of customer satisfaction to customer retention
    • Customer Retention vs. Customer Acquisition; Customer Lifetime Value and Cost of Losing a Customer
    • Definition of CRM and its purpose; extension of CRM to PRM
    • Examples & Exercises
  2. Service Marketing & CRM
    • What are services? The Service-Tangible goods Continuum
    • The defining characteristics of services; the additional 3 Ps of service marketing
    • Application of Service marketing concepts in CRM
    • Examples & Exercises
  3. Application of Information Systems in CRM
    • CRM software-their features and utility
    • Issues involved in CRM software implementation
    • CRM-with and without CRM software
    • Examples & Exercises
  4. Toolkit for CRM Implementation
  5. Case Study
  6. Recap & Key Learning

Prof. Gautam Ghosh B.Tech ( IIT- Kanpur), PGDM (IIMC)

He has over 25 years' professional experience in Sales & Marketing, Strategic Planning and General Management in MNCs and professionally managed Indian companies such as Grindwell Norton (now part of the St. Gobain Group), Alstom, DLF Universal, Indian Oxygen (now BOC India) and Hutch Telecom. He has since transited into management academics, and has been teaching Marketing and Strategy for the last 9 years. He is presently working as a Professor with a leading Kolkata based B-school, in addition to being a Visiting/Guest faculty at various B-schools in Eastern India, such as IIM Calcutta, XLRI Jamshedpur, IIFT Kolkata and the Vinod Gupta School of Management (VGSOM) of IIT Kharagpur. Prof. Ghosh has also, over the years, conducted numerous in-house and cross-company management training programmes and workshops in Marketing and Strategy for executives in the private and public sectors, as well as for the Confederation of Indian Industry (CII).

  Recent Participants
ABN Amro, Accenture, Acer, A.F.Ferguson, Arvind Mills, Ballarpur Industries, Bank of America, Bennet Coleman, Bharti TeleTech, Bluestar, BNPParibas, BOC, BOI, CAMS, Castrol, CII, Cognizant Technology, CRISIL, Deccan Herald, Duncans, GAIL, Godrej & Boyce, Google, Henkel Arabia, Honeywell, HPCL, IBM, ITC, Ispat Industries, Ingersoll Rand, ITC Infotech, KPMG, Kirloskar Oil Engines, Kotak Mahindra, L&T, Living Media, Lufthansa, Mahindra & Mahindra, Mico Bosch, MRF, Maruti Suzuki, Mitshubishi, NCR Corporation, Nishit Desai, NTPC, Oberoi Hotels, Oracle, Punjab National Bank, Reliance Media World, Reserve Bank of India, RMSI, Samsung, Saint Gobain, Shipping Corporation, Siemens, State Trading Corporation, State Bank Of India, SAP Lab, Titan, TVS, Tata Consultancy Services, Tata Motors, Tata Power, Tata Ryerson, Tata Teleservices, United Breweries, United Spirits, Vedanta, Wartsila, WIPRO, World Bank etc.
  Fees and Registration
The fee which covers breakfast, lunch & tea/coffee as well as reading material,  Rs 7,500/- plus service tax @10% and education cess @3% = Rs.8,273 /- per participant. For the organizations sending three and more delegates the fee is Rs. 7,000/- plus service tax @10% Plus education cess @3% = Rs. 7,721 per participant. The fee is payable by cheque in favor of 'NR Performance Edge Consultants Pvt. Ltd.', at any of our addresses below. The workshop is non residential.

Our Service Tax Registration No. is AACCN1359CST001 & PAN AACCN1359C

Kindly send your nomination/s through email to or on your letter head indicating Name/s, Designation, Phone No., Fax No. and E-Mail ID of the nominees along with the fee to reach us at least seven days before the workshop, the nominations can be sent to our Kolkata, Gurgaon or Mumbai office: The company reserves the right to change venue, contents, dates and speakers. The service tax on fee will be applicable based on the latest Government notification in force on workshops dates.

NR Performance EDGE Consultants Pvt. Ltd.

c/o M L Basu & Co,
1, Lindsay Street, 1st Floor,
Kolkata -700087
Nabendu : 9830504810

Unitech, South City - I
Gurgaon - 122002
Rahul : 9871143635

C/o Maxigen Communications
C-202 Avon Plaza-1,
Thakur Complex, Kandivili (East)
Mumbai 400101

For Registration, please write to us at:

or you can also call Amlan 09903720541
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