Holymeal Logo

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.

CAREER TRACK COURSES

  • Customer Centric
    Decision Makeing

  • Account Management

  • Sales $ Service Analyatics

  • Shoper Marketing

  • Customer Experiance Management

  • Marketing Automation

  • Customer Success Manager / Inside Sales Manager

    Competency

    • Business Acquisition
    • Customer Relationship Management
    • Effective customer communication
    • Cross-Selling
    • Customer Experience management

    Critical Skills

    •Email
    • Initiating
    • Engaging
    • Replying
    • Following up
    • Presentation
    • Organization and Product Pitching
    • CRM Tools
    • Segmented emails
    • Update

    Intervention – Courses

    • Account Management
    • Service Analytics
    • B2B Marketing
    • IT Sales & Marketing
    • CRM
  • Growth Associate

    Competency

    • Customer Relationship Management
    • -Analytics based decision making
    • -Effective Communication
    • -Creativity

    Critical Skills

    • MIS Dashboard in Excel
    • Data visualization in Tableau
    • Negotiation
    • Persuasion

    Intervention – Courses

    • Sales & Service Analytics
    • Ecommerce
    • Customer Centric Decision Making
  • Territory Sales Manager

    Competency

    • Channel Management
    • Improving distribution and product placement manageme
    • Credit and receivables management
    • Product instore placement and visibility
    • CRM Operations

    Critical Skills

    • Advanced Spreadsheet
    • Oral communication
    • Leading a team (of salespersons, merchandisers, and field promoters)
    • Product storytelling

    Intervention – Courses

    • Sales Management
    •Distribution Management
    • Customer Centric Decision Making
    • Retail Marketing
    •Customer Experience Management
  • Key Account Associate

    Competency

    • Business Analysis
    • Value proposition communication

    Critical Skills

    •Email
    •Introductory mail
    • Appointment seeking
    • Product/Service walkthrough
    •Presentation
    •Preparing and delivering customized presentations
    •Objection handling
    •Spreadsheet
    •Pricing calculations
    •CRM tool operations

    Intervention – Courses

    • Account Management
    •B2B Marketing
    •Marketing Management
    •CRM
    •Customer Experience Management
  • Category Executive

    Critical Skill

    • Dashboards & Spreadsheets
    • Value proposition communication

    Intervention – Courses

    • Retail Marketing
    • Shopper Marketing
    •Sales Management
    •Distribution
  • CUSTOMER CENTRIC DECISION MAKING

    20 hours of classroom sessions

    1-2
    Introduction to Consumer Centricity in Marketing (& Business) Decision Making
    3-4
    Decision Making Vs. Marketing Decision Making: Consumer Journey Perspective
    5-6
    Marketing Decisions Spectrum and Consumer Insights Construct
    7-8
    Consumer Centric Brand Marketing Decisions
    9-11
    Brand Value Proposition and Brand Preference Engineering – Consumer Centric Framework
    12-13
    Brand Preference Engineering with consumer trade-off insights
    14-15
    Consumer Monitoring and Managing (as contrasted to Brand Monitoring)
    16
    Cultivating Consumer Centric Mindset and Catalysing Consumer Centric Culture
  • ACCOUNT MANAGEMENT

    20 hours of classroom sessions

    1-2
    Introduction to Account Management (AM)
    1. The purpose of AM is to manage the future
    2. The opportunity: Developing relationship & profitability
    3-5
    From customer perspective
    • B2B buyer behaviour
    • Vendor positioning
    • Building Value and Trust to become a strategic vendor
    6-7
    Preparing for AM
    • Identify Goals, obstacles, skills, Systems and Processes
    • What organization, resources and actions you need
    8-10
    Identifying Key Accounts
    • Process
    • Segmentation and identifying key accounts
    • Distinguishing customers
    11
    Entry Strategies Customer decision process and Decision-Making Unit
    12-15
    Meeting Customer Needs
    • Beyond Benefits – Positive Impact Analysis
    • Selecting People to handle the account
    • Making the proposal
    • Selling to the individual
    16
    • Planning and implementing
    • Making and implementing a plan
  • SALES & SERVICES ANALYTICS

    20 hours of classroom sessions

    1-2
    Understanding, Improving & Measuring Service Quality
    • Services, Customer Service and Sales—Their Interdependence
    • Gaps Model of Service Quality and Its Implications for Sales Excellence
    • Metrics for Assessing Service Quality
    • Managing & Exceeding Customer Expectations
    Key Concepts: Triangle Model of Services Marketing; GAPS Model, SERVQUAL & E-S-QUAL, Zone of Tolerance
    3-4
    Customer Service—Technology Convergence and Its Managerial Implications Key Concepts: Pyramid Model of Services Marketing, Technology Readiness Index, Service Recovery, Services capes, Service Productivity
    5-14
    Analyzing the POS data: Use of analytics tools to do demand forecasting, predict customer churns, build recommendation engines and conduct cross sell and upsell
    Key Concepts: POS Data, RFM analysis, Survival Analysis, Collaborative Filtering, Market Basket Analysis
    15-16
    Industry Speaker Sessions
  • SHOPPER MARKETING

    20 hours of classroom sessions

    1-2

    Introduction to Shopper Marketing:

    What is Shopper Marketing?
    How it is different from Consumer Marketing
    Difference between Consumers and Shoppers
    3-8

    Introduction to Shopper Marketing:

    Shopper Behaviour
    Need States
    Insights on How Shoppers Shop
    Emotional Drivers of Shopping
    Tools & Techniques of Studying Shoppers
    9-16

    Influencing Shoppers:

    Shopping Cycle and Journey Mapping
    Shopper Activation Techniques
    Planning & Implementing Shopper Marketing Programs
    Shopper-Tech: Designing a ‘Smart Store’
  • CUSTOMER EXPERIENCE MANAGEMENT

    20 hours of classroom sessions

    1
    Introduction to Customer Experience (CX)
    2
    Customer Touchpoints, Encounter
    3-4
    CX frameworks
    5-6
    CX frameworks
    7-9
    CX Standards
    10
    CX Delivery
    11
    Customer Touchpoints, Encounter
    12
    CX Tools
    13-15
    Failure, Recovery and Justice Perceptions in service domain

Core Faculty

  • Prof. A. Parasuraman

    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

  • Prof. Raghavan Srinivasan (Rags)

    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.

  • Prof. S. K. Bal Palekar

    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.

  • Prof. Kalyan Sankar Sengupta

    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.

  • Prof. Anand Narasimha

    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.

  • Prof. Rajesh Kumar

    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.

  • Dr. M. Sivagnanasundaram

    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

  • Prof. Rakesh Mediratta

    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.

REQUEST FOR PROBLEMS (RFP)
INDUSTRY PROJECTS

  • Company:

    Porter

    Project Title:

    Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Project Description

    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.

  • Informatics

    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.

STUDENT PROFILES

  • ADISHA AGARWAL

    Qualification: B.A(Hons) Philosophy

    Work Exp: N/A

    Contact: http://linkedin.com/in/adisha-agarwal-a79aa9147

    Vidal Health: Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Other Projects and Accomplishments

    Research Incubation project on “Enhancing Service Quality of Online Education Platforms”

    Design Thinking and Innovation project on "Use of gamification in increasing customer satisfaction at Big Bazaar"

  • ADITYA GUPTA

    Qualification: B.E./B.Tech

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/adityagupta-imc

    Vidal Health: Developing a Customer Transaction Satisfaction Monitoring and Management Process

    Other Projects and Accomplishments

    Research Incubation project on “Customer Productivity in E-commerce”

    Star Performer at Sezzle, a Buy-Now Pay-Later solution provider.

    Design Thinking and Innovation project on "Improving Customer Service at Fabindia"

  • BODDU SANDEEP

    Qualification:B.E./B.Tech

    Work Exp: 12 months Tata Projects

    Contact: http://www.linkedin.com/in/sandeep-boddu-5942841b2?

    Porter: Developing a Customer Transaction Satisfaction Monitoring and Management Process

    Other Projects And Accomplishment

    Research Incubation project on “Examining millennials’ adaptation of conversational AI and its impact on brand love: the moderating role of service delivery”

    Design Thinking and Innovation project on "Improving Customer Satisfaction at Big Bazaar.

  • NISHANT KUMAR SINGH

    Qualification: B.B.A

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/nishant-kumar-singh-80b5ba1b3

    Edelweiss:

    Digital origination and onboarding of MSME clients in India for business loans.

    Other Projects and Accomplishments

    Research Incubation project on “Building a GTM strategy for Integrated Products of XOXODAY.

    Design Thinking and Innovation project on "Using UGC to reduce credibility gap for Oyo rooms"

  • SABARISH A

    Qualification:B.E./B.Tech

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/sabarish-a-50a2821b2

    Vidal Health: Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Other Project And Accomplishments

    Innovation Incubation project on “Energetic Champz”

    Design Thinking and Innovation project on"Improving apparel store space utilization by deploying Augmented Reality"

  • VISHAL M RAO

    Qualification: B.E./B.Tech

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/vishal-rao-1a45801b2

    Porter: Developing a Customer TransactionSatisfaction Monitoring and Management Process.

    Other Project And Accoumplishment

    Research Incubation project on “Gamification in Marketing”

    Design Thinking and Innovation project on"Using a mobile application to improve employee experience"

  • NIKHIL JOSEPH ALEX

    Qualification: B. Com

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/nikhil-joseph-alex-4113241aa

    Almabase: Increasing subscription renewal rate in SAAS based services where the renewal late is low.

    Other Project And Accoumplishment

    Research Incubation project on “The Effect of the Pandemic on Advertising”

  • P SAINATH SHARMA

    Qualification: B.E./B.Tech

    Work Exp: Worked as Sales Manager for 10 months

    Contact: http://www.linkedin.com/in/sainath-sharma-6a8390180/

    Porter: Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Other Project And Accoumplishment

    Resear ch Incubation project on “The effect of the pandemic in Advertising”

    Design Thinking and Innovation project on "Improving retail loan process using Online Mobile App for a Bank"

  • SHEETAL SINGH

    Qualification: B.E./B.Tech

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/sheetalsingh946/

    Almabase: Increasing subscription renewal rate in SAAS based services where the renewal late is low.

    Other Project And Accoumplishment

    Design Thinking Project on “Enhancing institutional PR through offline and online channels”

  • SHUVAM KUMAR PATEL

    Qualification: B.Sc Biotechnology

    Work Exp: Work experience – 12 months

    Contact: http://www.linkedin.com/in/shuvamkumarpatel

    Nextfirst: Product Adoption Approach for B2B customers in Micro fulfilment centre segment.

    Other Projects and Accomplishments

    Research Incubation project on “Technology in Government Schools”

  • ARAVA PRAVEEN KUMAR

    Qualification:B.E./B.Tech

    Work Exp: Work experience –TCS Duration- 15 months

    Contact: http://www.linkedin.com/in/praveen-kumar-arava-b4808b15a

    Nextfirst: Product Adoption Approach for B2B customers in Micro fulfilment centre segment.

    Other Projects and Accomplishments

    Research Incubation project on “Sports Marketing”

    Best Initiative Award in Blue Prism (TCS).

    Design Thinking and Innovation project on "inculcating responsible social behaviour in citizens"

  • GARIMA SAINI

    Qualification: B.B.A

    Work Exp: N/A

    Contact: http://linkedin.com/in/garima-saini-53a9791a0

    Nextfirst: Product Adoption Approach for B2B customers in Micro fulfilment centre segment.

    Other Projects and Accomplishments

    Research Incubation project on “consumer purchase behaviour on Instagram”

    Design Thinking and Innovation project on"awareness building on harmful effects of smoking"

  • GUROUBARAN B

    Qualification: B.E/B. Tech

    Work Exp: N/A

    Contact: http://linkedin.com/in/guroubaran-b-2650681b9

    Infomerics: How to Eliminate Middlemen in Credit Rating Business

    Other Projects and Accomplishments

    Research Incubation project on “Sports Marketing”

    Design Thinking and Innovation project on "alleviating mental depression in youth"

  • G SIVA HARIKA

    Qualification: B.B.A

    Work Exp: N/A

    Contact:N/A

    Nextfirst: Product Adoption Approach for B2B customers.

    Other Projects and Accomplishments

    Research Incubation project on “Sports Marketing”

    Design Thinking and Innovation project on "inculcating responsible social behaviour in citizens"

  • ISHA MUKESH

    Qualification: B.B.A (Hons.Marketing)

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/isha-m-b9a721194/

    RFP Company & Project Title

    Developing a Customer Transaction Satisfaction Monitoring and Management Process with attributes & SOPs that impact the most.

    Other Projects and Accomplishments

    Research Incubation project on “Exploring role of Instagram towards consumers’ Shopping Behavior: An Emotional Mapping Approach”

    As an intern BOSCH Global (Automotive batteries aftermarket), worked with the Brand.

    Marketing division on a project that of that increased their average revenue by 30% in the North-Eastern region over three months. Further, worked as a B2B Sales Associate & converted 29 hospitals into channel partners for Chemonix India.

  • JANARDHAN REDDY N

    Qualification: B.E/B. Tech

    Work Exp: Work Experience – 38 months

    Contact: http://www.linkedin.com/in/janardhan-reddy-n-512b5aa8

    Porter: Porter: Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Other Projects and Accomplishments

    Innovation Incubation project A Market place for Construction Equipment Rentals "CONEQ"

    Design Thinking and Innovation project on "inculcating responsible social behaviour in citizens.

  • KEERTHI L

    Qualification: B.com

    Work Exp: N/A

    Contact: http://linkedin.com/in/keerthi-lakshman-6207811a4

    Infomerics : How to eliminate the middlemen in B2B ratings

    Other Projects and Accomplishments

    Research Incubation project on “Digitalization of jewelry industry”.

    Design Thinking and Innovation project on "inculcating responsible social behaviour in citizens"

  • P. KALYANI

    Qualification: B.E/B. Tech

    Work Exp: N/A

    Contact: http://www.linkedin.com/in/kalyani-pilli-1537a215a/

    Edelweiss: Digital origination and onboarding of MSME clients in India for business loans.

    Other Projects and Accomplishments

    Research Incubation project on “Exploring role of instagram towards Consumers Shopping Beahviour : An Emotional Mapping”

    Design Thinking and Innovation project on "alleviating mental depression in youth"

  • SAGAR SANGAREDDI

    Qualification: B.Sc. (Hons)

    Work Exp: N/A

    Contact: http://linkedin.com/in/sagarsangaraddi-95413711a

    Vidal Health: Vidal Health: Developing a Customer Satisfaction Monitoring and Management Process

    Other Projects and Accomplishments

    Research Incubation project on “Examining Effect of Women Athletic Endorsements on Sportswear”

    Design Thinking and Innovation project on "Post Traumatic Stress Disorder in young women"

  • SANJAY PANANGAT MENON

    Qualification: B.Sc (Hospitality and Hotel Administration)

    Work Exp: 37 Months

    Contact: http://www.linkedin.com/in/sanjay-menon-270995

    Nextfirst: Product Adoption Approach for B2B customers.

    Other Projects and Accomplishments

    Research Incubation project on “Exploring role of instagram towards Consumers Shopping Behavior : An Emotional Mapping”

    Design Thinking and Innovation project on"Improving women safety in society"

  • SAMRIDDHA BASU

    Qualification: B.A. in International Trade

    Work Exp:10 months

    Contact: http://www.linkedin.com/in/samriddhabasu/

    Vidal Health: Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Other Projects and Accomplishments

    Research Incubation project on “low technology adoption of digital transaction in rural India”

    Design Thinking and Innovation project on "Improving women safety in society"

  • SIMRAN KAUR NAYYAR

    Qualification: B.A

    Work Exp: N/A

    Contact: http://linkedin.com/in/simran-kaur-nayyar-8680291aa

    Porter: Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Other Projects and Accomplishments

    Research Incubation project on “Finding the gap between student’s expectations and students' perception”

    Design Thinking and Innovation project on "Post Traumatic Stress Disorder in young women"

  • VIBHANSHU SHUKLA

    Qualification: B.COM (Hons)

    Work Exp:N/A

    Contact: http://www.linkedin.com/in/vibhanshu-shukla-67920617a/

    Vidal Health: Developing a Customer Transaction Satisfaction Monitoring and Management Process.

    Other Projects and Accomplishments

    Research Incubation project on “Digital payment in rural areas”

    Design Thinking and Innovation project on"awareness building on harmful effects of smoking"