Key business outcomes across organizations have a powerful link to customer engagement matrix.

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2 Context Fully engaged customers command a premium in terms of share of wallet, profitability, revenue, and relationship growth over the average customer. Therefore, actively disengaged customers on the contrary represent a discount on the same Key business outcomes across organizations have a powerful link to customer engagement matrix. The course on transforming Customer Relationships can help your organization measure, manage and improve customer engagement -- and understand how it connects to key performance outcomes. Objectives To understand how to build good customer relationships and helps in identification of the service processes that have the most significant influence on improving the customer service experience. To disseminate methods for uncovering the customer s needs and assessments of customer service experience Measure Customer engagement index and understand the reasons of disengagement Emotional, and Cognitive To create an Understanding of the importance of making a persuasive case for disengaged Customer To disseminate techniques for enhanced customer experience and to enable organizations to benchmark their services against competitors, industry and best practices. Learning Outcome It will help the participant to Analyze their brand, customer, and organizational performance Diagnose key issues Use actionable insights to intervene and drive change Allocate Resources and budgets for customer engagement appropriately Brief Course contents 1. Customer Engagement process and reasons for disengagement 2. Pre-condition measurement of service experience and status of customer engagement in the participants organizations 3. Customer storytelling and its analysis 4. Engagement model and how to effectively engage customers for improved organizational effectiveness 5. How to conduct customer meetings and ensure customer delight

3 For Whom The programme is designed for Middle level Managers of Corporate Houses and Public Sector enterprises. Engaged in Marketing Business development marketing of services and Strategic Management and Brand Building Training Pedagogy Core Faculty of IMI along with practicing managers and experts from the field will interact and share their experience with participants. Apart from Lecture case studies on specific issues will be discussed Assignments and experiential learning through group exercises. Programme Director Dr. D K Batra holds a PhD and MBA from FMS (Delhi University) and B. Tech (Text) from TIT. He has been a UNDP fellow to University of East London, FIT, New York University and also to several Universities in Brazil and European Union to study New Product Development. Some of his prior assignments include Director, Asia Pacific Management Institute, New Delhi, Vice President, (New Projects), Netaji Subhash Institute of Management Sciences, Senior Professor and Programme Director PGDM (International Business management), FORE School of Management. In a long stint with National Institute of Fashion Technology New Delhi spanning 18 years, he has held various senior positions namely: Head- Academic Affairs of eleven NIFT centers in India, Chairperson Fashion Management Studies & Head International Linkages. He has served on the executive Council of IFFTI for many years, a body of 32 International Fashion and Textile Universities. He was also the founding CEO of Fashion Design Council of India. He is member board of studies of UP Tech University. He has also worked as Advisor to Ministry of Information Technology He has authored many Books and Research Papers. He has provided Consultancy & Training services to various corporate like Raymond India, Madura Garments Gokaldas Exports, ABN AMRO, ITC, ISEPC, AEPC etc. He was also a consultant to International trade center Geneva, UNCTAD Administrative Details Dates: November 23-24, 2015 Venue: International Management Institute B-10, Qutab Institutional Area, Tara Crescent New Delhi

4 Fee: Non-Residential: Rs. 16,000/-per participant (plus service tax as applicable) covering professional fee, programme kit and lunches. Residential: Rs. 25,000/-per participant (plus service tax as applicable) covering professional fee, programme kit and boarding and lodging on single occupancy basis from noon of 22 nd November to noon of the 25 th November, 2015 at International Management Institute (IMI), B -10/30-31 Qutab Institutional Area, New Delhi Please let us know in advance if you want residential facility. Fee can be paid either by DD in favour of International Management Institute payable at New Delhi or through electronic fund transfer to IMI account. Allahabad Bank Account Number: MICR Code: IFSC Code: ALLA Pan No: AAATI0972K Please mention the programme name while making payment through electronic fund transfer. Registration for the programme Last date for receipt of nominations is Tuesday, November 10, No refund of fees will be made for any withdrawal or cancellation after this date. However, substitute nomination will be allowed with prior intimation. About IMI Nestled in Qutab Institutional Area, International Management Institute (IMI), New Delhi was established in 1981 in Collaboration with IMI Geneva (now IMD Lausanne). IMI is India s first corporate sponsored Business School with sponsorship from corporate houses like RPG Enterprises, Nestle, ITC, SAIL, Tata Chemicals, BOC and Willamson Magor etc. Over a period of time in the last 32 years the Institute has acquired a truly global status. The Institute received UNDP assistance for also various other international linkages with bodies like World Bank, UNDP, ILO, UNCTAD, Asian Productivity Organization etc.

5 To provide a global prospective to the students, the Institute s flagship two year Post Graduate Programme in Management has a student exchange programme with various European Schools such as ESC Rennes, France, MIP School of Management France, Graz University Austria, IESEG School of Management and IDRAC Lyon, France etc. Besides this IMI is one of the empanelled Institute of the Ministry of External Affairs, GOI, for special Commonwealth Assistance Programme under which the Institute gets the executive MBA students from various Afro-Asian countries for its 15 months Executive Post Graduate Programme in Management. Today IMI enjoys the place of esteem among the leading management Institute and the patronage of reputed business organization in the country. The aim, approach and activities of IMI are guided by all its stakeholders, students, alumni, corporate patrons and society in general. For registration / additional information, please contact: Aseem Kumar AVP (MDP) Phone (011) MDP Office INTERNATIONAL MANAGEMENT INSTITUTE B-10, Qutab Institutional Area, New Delhi Phone (011) (Direct), (30 lines), (30 lines) Fax: (011) , E- mail: mdp@imi.edu; aseem@imi.edu; Website: