Sales and services, as a vital pivot of the economy has been making preponderant contribution to national GDPs world-wide. Accordingly, this segment is expected to have a continued need of specialized talent who are geared up to serve different sectors, consistent with complexity introduced by emergence of new tech dependent sectors such as quick service ecommerce, a large and diverse customer base, and higher customer expectations, and newer channels of sales and service that go beyond the physical environment.
The dyadic relationship representing buyer-seller has been evolving way too quickly in recent times. What is also changing is the nature of the classical 4Ps - products, price, place and promotion. Products are now routinely sold offline /online, delivered offline/online, and very importantly, consumed offline/online. The customer has another myriad choice in terms of payment modes – cash, credit cards, debit cards, e-wallets, smartphone based direct from bank payments. The latter, with adoption of contactless payments enabled by QR code-based systems, have found favour from the Indian consumers. The customer’s journey along the path-to-purchase is undergoing significant change too. Besides exercising numerous channel options in the online-offline continuum, today’s customer is an active participant in the journey with phenomenon such as webrooming and showrooming attracting the attention of marketers. The change is not limited to low involvement consumer goods alone. Today, many of the real-estate players sell apartments through rich virtual reality tours over the internet, avoiding site visits for early-stage customers.
The second phenomenon impacting the buyer-seller interaction is the movement of service towards the offering core. This aspect has further been accentuated by the response of the marketers to the pandemic. B2B is no more field sales alone but has gradually become consultative and is characterised by plenty of mutual value-creation between the vendor and the client organisations. The success of Indian IT industry has dispelled the long-held notion that B2B buyers and sellers need to be co-located, a belief that came in vogue during the success of the automotive industry in the West.
The Sales & Services career track offers a bouquet of learning experiences focussing on competencies and skills that are specific to the context of the emerging role requirements in this domain. It is in this context that the career track in Sales & Services becomes a compelling career pathway.
Customer Centric Decision Making
Account Management
Sales & Service Analytics
Shopper Marketing
Customer Experience Management
Marketing Automation
Pro-Chancellor, Vijaybhoomi University
Prof. A. Parasuraman (“Parsu”) is Emeritus Professor and the James W. McLamore Chair in Marketing at the University of Miami. He is considered one of the most influential figures in the field of services marketing and service quality, and is widely known for his work on SERVQUAL, E-SERVQUAL, and the Technology Readiness Index (TRI). He is currently the Pro-Chancellor (Academics) at Vijaybhoomi University and Mentor, AIM Parasuraman Center for Service Excellence at JAGSoM.
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Professor, Marketing at JAGSoM
Prof. Raghavan Srinivasan, an alumnus IIMA, is a professional with over 40 years of experience. He has held many leadership positions at various companies including Kantar TNS. He has held the positions of CEO and Chairman at Kantar TNS. He is also an Independent Consultant with Consumer Centricity Catalyst.
Professor, Marketing at JAGSoM
The pioneer of the direct selling model of Eureka Forbes, Prof. S K Bal Palekar is a Professor in Marketing. Prior to his current position at JAGSoM, he was a Professor at SPJIMR, Mumbai. He also has 34 years of corporate work experience in MNCs as well as Indian companies in consumer/industrial verticals. He pioneered the direct selling model of Eureka Forbes.
Professor, Analytics at JAGSoM
Prof. Kalyan Sankar Sengupta is an accomplished management teacher, researcher, and consultant. He has been teaching management science for more than 30 years and was affiliated with reputed organizations like IISWBM – Calcutta, IMT Ghaziabad, to name a few. Prior to joining JAGSoM, he was a Professor at IMT Ghaziabad. His area of expertise is analytics.
Professor, Marketing at JAGSoM
A corporate turned academician with over 30 years of leadership experience spanning Brand Marketing, Advertising, Consulting and Academics. He is an Alumnus of IIM Calcutta and BITS Pilani. He has successfully navigated leading Global and Indian brands, winning 2 Cannes and 3 EFFIE awards. In 2005, he was rated among the Top 50 Brand Marketing Professionals in the APAC region.
Associate Professor, Marketing at JAGSoM
Prof Rajesh Kumar has spent 18 years in the B2B service industry and has headed marketing for an engineering design and IT services company. His expertise lies in overlap of technology and marketing, and he has offered courses in these areas at IMT Ghaziabad and JAGSoM. He is an alumnus of BIT Sindri and IMT Ghaziabad.
Associate Professor and Chair Marketing Area, at JAGSoM
Dr. Siva teaches Marketing Analytics, Marketing Research courses at JAGSoM. His research interests are Choice modelling, User generated content, and cause related marketing.
Dean and Professor, Marketing Area at JAGSoM
Prof. Rakesh Mediratta has worked as a senior business development professional for three decades before joining academia. He is a BITS Pilani graduate and was the Vice President-Retail at Vodafone. He is a subject matter expert in Sales and Distribution, Services Marketing, and Strategic Marketing. Prior to joining JAGSoM, Prof. Mediratta has worked as an Associate Professor at IMT Ghaziabad.
Porter
Developing a Customer Transaction Satisfaction Monitoring and Management Process.
Porter creates a compelling offering in the logistics market by leveraging many partners. However, there are gaps between the customer’s expectations and the delivery. In this project, the endeavour is to identify the service encounter touchpoints with the highest impact on customer satisfaction.
Vidal Health
Developing a Customer Transaction Satisfaction Monitoring and Management Process.
Vidal, an insurance TPA, is a vital intermediary across a network of healthcare providers and health insurance, balancing the needs of the insurance buyers, hospitals and the insurance companies. It seeks to identify those processes and touchpoints that have the highest impact on customer satisfaction.
Infomerics
How to eliminate the middle-man in B2B ratings.
As an mid-market focussed rating agency, Infomerics enables organisations to approach lending agencies with ratings. However, most of the SMEs, do not directly approach Infomerics, but prefer to approach via intermediaries, who add a high cost on the customer acquisition process.
Edelweiss
Digital origination and on-boarding of MSME clients in India for business loans.
Despite MSMEs being priority lending sector, MSMEs face numerous hurdles in raising capital. One of the possible approaches to ease MSME funding is by using technology attract MSME and to enable them to apply for loans.
NextFirst
Growth potential and market gap analysis of Micro-fulfilment centres.
Quick ecommerce is fuelling the rise of micro-fulfilment centers across the world. Automated fulfilment centers help reduce the order-to-fulfilment cycle and improve warehouse space efficiency. This project evaluates the competitive market scenario across various markets in APAC and Europe.
Almabase
Increasing subscription renewal rate in SAAS based services where the renewal late is low.
The customer churn after the first year has been noted to be relatively high in certain SAAS products. This study seeks to explore the causes behind the same.
