Description:
Today’s organizations are customer centric. Their activities focus on need fulfillment and creating customer satisfaction. As service sector has become a major driver of the economy, marketing concepts need to be imparted to the employees who are serving the customers. These frontline executives are known as eyes and ears of the company. They create the positive impression and feel-good factor for the customers and enhance the business. OIFC, as a professional organization serving various sectors of the society too needs to equip its frontline executives with various marketing skills required to effectively deliver various services and create customer satisfaction. This short course is specifically designed for the frontline executives of OIFC aiming at enhancing their marketing knowledge, understanding and skills and transform them into marketing professionals.
Topics:
This short course will focus on the following topics:
- Marketing framework.
- Importance of customer satisfaction and customer loyalty
- Customer Relationship Management (CRM & eCRM)
- Customer value analysis
- Issues and challenges in modern marketing (e-marketing)
- Digital marketing
Assessment:
- One assignment per week
- One online test per week
- One presentation at the end of course
Learning Outcomes:
At the end of this short course, the participants will be able to
- Learn the marketing framework related to service sector
- Learn basic marketing skills required for frontline executives
- Identify key issues related to customer need fulfillment and customer satisfaction
- Apply some of the basic e-marketing strategies aiming at building long term customer relationships
Training Instructor: Dr.Venkat Ram Raj Thumiki
Dr. Venkat Ram Raj Thumiki has more than 23 years of experience in academics, research and corporate training. His research areas include, consumer behavior, crisis management, entrepreneurship, knowledge management, strategic management and marketing. Dr. Venkat Thumiki is experienced in corporate training and consultancy as well. He has been designing training programs in the areas of Strategic Management, Marketing, Research skills, Communication, Leadership and Change Management. His experience in QA related areas includes, curriculum design, devising and implementing modern pedagogy such as case-based and problem-based teaching, classroom evaluation using rubrics, etc. He has experience in global and local accreditation processes and quality improvement systems