Are you not curious to know about world's first Institute of Customer Experience Management? Like everyone else, I too was curious to know about the ICEM. Essar's Aegis Global Academy has partnered with IIM Indore, SQC (Singapore) and COPC (USA) to offer a PGDM in Service Management.
The beginnings of such a course can be found in the evolving and the inevitable convergence economy where the customers are engaged not with the (tangible) products anymore but the service. And therefore the way a company engages the customer defines its long-term standing in the market. There are three components to the Customer Experience Management:
Customer Centricity + Customer Experience + Customer Lifetime Value
And each component has a reverbating effect on the other components and therefore they effectively form a virtuous cycle.
Deeper insights on this proposition would be posted some time later.
2 comments:
Today we had our first IIM,Indore session on Organisational Behaviour by Prof.Ranjeet.
It was an excellent interactive class...
We learnt that
"Leaders are not born; but are made"
through classroom training & moreover by experiencing things practical which we at Aegs undergo very well...
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