FDP on Customer Value Management by Mr Gautam Mahajan.

I.T.S Ghaziabad organised a Faculty Development Program on Customer Value management for PG Management faculty members on 27th December, 2017. The FDP was conducted by Mr. Gautam Mahajan, President, Inter-link and Customer Value Foundation.

Mr Mahajan  is the leading global thought leader in Total Customer Value Management. Mr Mahajan worked for a Fortune 50 company in the USA for 17 years and had hand-on experience in consulting, training of leaders, professionals, managers and CEOs from numerous MNCs and local conglomerates like Tata, Birla and Godrej groups. He is also the author of widely acclaimed books “Customer Value Investment: Formula for Sustained Business Success”, “Total Customer Value Management: Transforming Business Thinking.” and " Value Creation: The Definitive Guide for Business Leaders". He was President, of the Indo-American Chamber of Commerce, and was Chairman, PlastIndia Committee, Vice President All India Plastics Manufacturers Association, Trustee Plastics Institute of America. He was a member of the US India think tank. He was Chairman of the US India Economics Relations Forum. Among his honors is a Fellowship from Harvard Business School and Illinois Institute of Technology. He also has 18 US patents.

The FDP was organized with the objectives:

·         To create awareness about Co-creation of customer value

·         Understanding Concept & global practices

·         Implications for Indian companies in different sectors.

Addressing to the participants Mr. Mahajan highlighted that key development in marketing and business practice in the last decade has been the tremendous growth of customer relationship management (CRM). Many companies have invested significantly in customer databases to understand, monitor, analyse and influence customer behavior. The critical aspect of CRM is customer value,  the economic value of the customer relationship to the firm. Customer Value Management is a measure of a company’s customers’ view of the perceived value for money delivered relative to that of their competitors’ customers. It is sometimes known as a Customer Value Added (CVA) approach. He said that effective Customer Value Analysis brings tangible benefits to a company. He shared various examples of multinational companies to make the participants understand the total customer value management and its implications.

The FDP content and the delivery were well appreciated by the participants.

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