For customer service excellence, you need a powerful ally - your top management! A research conducted by Custommerce, a national think tank for customer centricity and customer service strategies, identified that most middle level managers face a common hurdle when it comes to delivering customer service - they fail to sustain top management involvement over a longer period! Custommerce in association with the SDM Institute for Management Development is organized a one day 'Customer Centricity Conclave' at the institute campus in Mysore on August 29th to address this challenge.
The conclave focused on understanding how customer centric organizations like Karnataka State Road Transport Corporation (KSRTC) and Titan maintain sustained commitment, involvement, and affirmative action from top management. The Conclave is based on an interactive format where middle management participants will present papers on 'Top Management Buy-in Challenges', 'Selling to Top Management', and 'Program & Process Monitoring for Sustained Top Management Involvement'. This will be followed by presentations by senior executives on how they have been successful in garnering top management involvement. Participants will then discuss and debate on how these best practices can be internalized in their respective organizations. The key speakers at the Conclave, Dr. Pradeep Rau, Professor, George Washington University, Mr. P. Manivannan IAS, Deputy Commissioner, Mysore District, Mr. Bhaskar Bhat, Managing Director, Titan Industries Ltd., Mr. K. Jairaj IAS, Principal Secretary to Government, Energy Department will speak on the various aspects of customer service. This program will enable participants to create strategies to garner top management buy in, which will in turn empower them to work with various arms of your organization, providing the required momentum for its journey towards customer centricity. For more information on the program, please see agenda below, or visit http://custommerce.org/events.htm