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Indian Institute of Management Bangalore

CRM in the Digital age

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The program aims to help managers understand the concepts, strategies, and technologies to attract and retain customers profitably by leveraging digital technologies.


  • CRM Concepts & Process Framework of CRM
  • Customer Profitability and Lifetime Value
  • Service Quality themes in CRM
  • Analytics for CRM
  • Technological tools for CRM
  • Implementing CRM.


Learn best practices from customer centric businesses, Leverage digital technologies to strengthen customer bonds, Develop a road map to implement CRM

Who should attend

Senior Managers in Marketing, Customer Service, Relationship Management from service businesses including banking, financial services, telecom, retail, hospitality, airlines, etc.


Professor G Shainesh has over two decades of research and teaching experience in India and abroad. He has conducted research and teaching assignments at the University of Gothenburg (Sweden), University of St. Gallen (Switzerland), Audencia Nantes and IESEG (France), Vienna University and MCI Inn...


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