This programme is designed to identify key issues, challenges, and opportunities in order to enhance the value proposition for customers. The goal is to establish the connection between customer orientation, customer satisfaction, and business profitability and to develop strategies to achieve this. The program seeks to understand the fundamental principles of Customer Experience Management and how it can create value for an organisation.

Who can attend

All senior executives/ managers who are in charge of customer service/customer experience management/sales or marketing functions.

Key Topics

  • Customer centricity and why it is important.
  • Customer Insights and their use in business.
  • Customer analysis for value creation.
  • Concept of customer satisfaction & how to build fanatically loyal customers.
  • Building & managing customer loyalty.
  • Customer lifetime value – Why & How.
  • Customer Experience Management.
  • Customer Brand Equity & its importance in business.
  • Building & managing customer loyalty.


  • Driving customer centricity to enhance value created for customers.
  • Understand and implement concepts of customer experience management to create value for business & customers.
  • How customer experience & value creation can build customer brand equity.

Programme Director

Ashita Aggarwal

Professor, Marketing

Chairperson, Post Graduate Diploma in Management and Post Graduate Diploma in Management Business Management

Ashita Aggarwal holds a Ph.D. in management, with doctoral research focusing on Branding and Communication of Management Schools in India. She has pursued a Certificate course in Branding from Kellogg’s School of Management, Northwestern University, USA. She is currently pursuing her DBA from the Indian School of Business (ISB), India. She is a gold medalist for her MBA (PGDM) and has a master’s degree in Marketing, and holds an Economics (Hons.) bachelor's degre...

Time Schedule

Date No. of Hours Duration Time
November 16–17, 2024
November 23–24, 2024
10 Across
2 weekends
Sat – 06:00 pm – 08:30 pm
Sun – 10:30 am – 01:00 pm

Programme Fees

INR 19,000 per participant plus applicable taxes.
(10% Early Bird, Alumni and Group Discounts available)

Certificate of Participation

A certificate of successful participation by S.P. Jain Institute of Management & Research (SPJIMR) will be issued to each delegate at the completion of the programme.


INR 19,000 + GST

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