All you wanted to know about Customer Relationship but didn't know whom to ask.

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1 All you wanted to know about Customer Relationship but didn't know whom to ask. AICAR s 3-day Seminar will equip you with all you need to know. Question 1 : What is your relationship status with your customer? Loyal Neutral Not known Question 2 : What is your customer s relationship status with your brand? Brand loyal Brand neutral Not known

2 The question is: In today's social environment are you tracking customer indicators and using them to create lasting profitable relationships? Being Customer Centric is no longer just a buzzword. It is one of the keystones of a firm's competitive advantage. This Seminar provides a conceptual and operational understanding of Customer Relationship Management (CRM) and equips business professionals improve relationships with customers and all other stakeholders whilst building a sustainable and profitable CRM program. Program objectives: To provide participants with knowledge, conceptual clarity on the need and purpose of Customer Relationship Management and how customer orientation impacts a Company s profitability and competence To acquaint participants with the various processes, procedures of CRM To develop an insight into present CRM strategies (sector-wise) for business organizations To imbibe among participants knowledge of the emerging field of analytics and its importance in CRM

3 Course contents: a. Customer relations and its objective for marketers Customer strategy; the edge in your marketing plan The corner stone of Loyalty marketing Engagement strategies across categories b. Challenges in developing customer programs Embarking on a customer-first approach Building profitable relationships Designing a Loyalty program Choosing the right program module The rise and use of devices c. Developing great Loyalty programs The effectiveness of great Loyalty The Loyalty metrics Types of Loyalty programs Setting a single minded program objective Customer behaviour insights d. Customer segmentation Slicing and dicing your database Customer profile analysis Customer scoring Creating inequality amongst customer segments e. Operations checklist and overview The daily operations of running a Loyalty program Rewards management The cost to company of running a Loyalty program Segregating the Business vs Program objective

4 f. Digital engagement and its impact on customer centricity Making a Loyalty program "digitally enabled Gamification The relationship between the real and virtual worlds g. Measuring success and future of Loyalty and customer engagements Leveraging transaction behaviour to power Loyalty Program success indicators Sample program dashboards A look at some Loyalty models Who should attend? CEO's, Entrepreneurs Middle level executives with experience of minimum 6 years who are currently handling/implementing/are likely to implement Customer Relationship Management or other Customer Facing/Customer Strategy functions Eligibility Criteria: Graduates/Post Graduates

5 Faculty Profile: Mr. Brian Almeida has over 25 years of experience in the DM, CRM, Digital and Loyalty industry. He has been instrumental in launching some of the biggest and most successful Loyalty programs and data driven campaigns, through recognition-based communications initiatives in the Indian industry. He has expertise in spearheading the launch of India's most successful Loyalty programs - the British Airways Executive Club, Jet Airways - Jet Privilege Program, Shoppers Stop - First Citizen Club, Taj Inner Circle, Bharat Petroleum - PetroBonus&Smartfleet, among many others. Brian holds a Master's degree in Marketing Management from the Jamnalal Bajaj Institute of Management and is an alumnus of St. Xavier's College, Mumbai. He has also been nominated as a Fellow in the Institute of Direct & Digital Marketing, UK, and holds a Diploma in Digital Marketing. Most recently he has completed the AMP program at Harvard Business School. Ms Mala Raj A Direct, CRM and Loyalty specialist with over two decades of direct, CRM, and Loyalty experience in organisations, spanning Ogilvy, OgilvyOne and Cartesian. During her last 7 years at Cartesian she has worked on over 40 Loyalty program designs and audit assignments, Customer engagement programs, touchpoint audits and authored some of the only available research on the Loyalty industry in India. Mala is a Bangalore University rank holder and an MBA from IIM, Bangalore. Mala stays connected with both industry and academia to constantly add fresh thinking on how organisations can use insight, offers and communication to influence customer disposition and behaviour.

6 Certification: Workshop Certificate on Loyalty and CRM Fees: Rs. 35,000/- (plus taxes) per participant. Cheques to be drawn in favour of Asian Institute of Communication and Research Duration: 3-days - 25th, 26th & 27th August, 2015 Venue: Courtyard by Marriott Mumbai International Airport, Andheri Kurla Road, Andheri (East), Mumbai Registration: Register before 5th August, 2015 and get an early bird discount of Rs. 2,500/- per participant. A group of 3 and more shall be eligible for a group discount of Rs. 5,000/- per participant. About AICAR Asian Institute of Communication and Research popularly known as AICAR Business School is a Business School sprawled over 33 acres of green land in the heart of mother nature and at the serene foothills of Matheran, Neral near Karjat (Maharashtra). Established in the year 2002, AICAR primarily runs a two-year full-time residential PGDM programs duly approved by AICTE, besides many job and skill oriented short-term Certification programs.

7 About Strategic Caravan Strategic Caravan is an organisation that focuses on Customer Acquisition, Retention and Customer Valuation. With a rich experience in CRM solutions, Direct Marketing and Franchise Management, the key partners have created and managed CRM/ Loyalty programs for some of the world's biggest brands across categories. The leadership team at Strategic Caravan has the most experience in Loyalty programs among service providers in India. Their focus is on creating measurable success that over a period of time increases the ROI of the Loyalty program and results in increased value per customer. Course Outcome At the end of the training, participants will have a clear, customised strategy, a supporting action plan, tools and templates to progress and implement Customer Centricity programs by unravelling the nuances of the customer's relationship with your brand.

8 REGISTRATION DETAILS Name of Company Name of the Participant/s Designation 1).. Veg Non-Veg 2).. Veg Non-Veg 3).. Veg Non-Veg Contact Details: M: L/L Id:... Enclosed please find Cheque No. dated for Rs.... (Rupees...) drawn on... in favour of Asian Institute of Communication and Research

9 For further details contact : Mumbai: Ms. Flora D'souza / Mr. Jocelin Rodricks Neral: Mr. Pravin Sawant AICAR Business School th Regd. Office: A-101 Vintage Pearl, 29 Road, TPS III, Bandra (West), Mumbai India Tel.: , , Website:

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