AI/ML driven Customer Relationship Management

This programme aims to acclimatize the participants with the fundamental concepts of Artificial Intelligences/Machine Learning (AI/ML) for decision making in customer relationship management (CRM). Customer relationship management (CRM) comprises a set of processes and enabling systems supporting a business strategy to build long term, profitable relationships with customers. The problems in CRM that require AI/ML approaches include customer segmentation, predicting customers’ behaviour, churn modeling, customer satisfaction, price optimization, Life Time Value of Customer etc. The program is designed as the effective blend for application orientation with plenty of real life examples and hands-on exercises.

Pedagogy

  • Web-based Lectures/ Case Study
  • Demonstration
  • Hands on experience, group projects

Duration: 18 Hrs 

Venue/ Mode: Online

Dates and Session Timings:

Day and Date Time
Monday, January 6, 2025 05.00 PM - 08.00 PM
Tuesday, January 7, 2025 05.00 PM - 08.00 PM
Wednesday, January 8, 2025 05.00 PM - 08.00 PM
Thursday, January 9, 2025 05.00 PM - 08.00 PM
Friday, January 10, 2025  05.00 PM - 08.00 PM
Saturday, January 11, 2025  09.30 AM - 12.30 PM

Program Fees: Per participant - Rs.40000+18%GST

Discount is applicable for 5 or more participants from same organization against invoice .

 

Faculty:

Prof. Purnima S. Sangle

Prof. Purnima S. Sangle (Program Chair)

Prof. Debabrata Das

Prof. Debabrata Das (Program Co Chair)

Prof. Vartika Srivastava

Prof. Vartika Srivastava (Program Co Chair)

Upon Successful completion of the program, participants

  • will be familiarized with the concepts of AI and ML and its applications in CRM
  • will be able to formulate, solve and analyze complex CRM problems systematically.
  • will learn coding and solving AI/ML techniques in Python

Module 1: Introduction to the Program

  • CRM: Evolution, Benefits, and Applications
  • AI/ML Applications in CRM
  • Roadmap for CRM

Module 2: Tools and Techniques for CRM based Insights:

  • RFM Analysis
  • Conjoint Analysis
  • Text Analytics / Sentiment Analysis
  • Use cases in Pricing, CRM, and other Marketing activities.

Module 3: Hands-on AI/ML application (I)

  • Decision Tree
  • Random Forest

Module 4: Hands-on AI/ML application (II)

  • K-Mean Clustering
  • K-Mode Clustering

Module 5

  • Market Basket Analysis
  • Cloud based CRM

Module 6

  • Best Practices in CRM
  • Next Practices in CRM
  • Future of CRM

This training program is designed for web-based learning with hands-on exercises for executives in managerial positions in any organization

  1. Registration fees include the following:

    For all the participants:

    • Online sessions
    • Online study material
    • Certificate for course completion

  2. Refund policy

    Fees once paid can be adjusted for 1 financial year against future nominations only. In case a course is canceled on account of inadequate participation or any other unforeseeable reasons, the participants will be informed of the cancellation by e-mail or Fax and the fee will be refunded. IIM Mumbai will not be liable for any other expenses incurred by the company or the participant. Any transaction fee will not be refunded.

  3. Individual Registration

    If you wish to register & make payment, please click here Register

  4. Company-sponsored / Bulk Registration:

    • In the case of company-sponsored candidates, please share the nomination list and GST details to program@iimmumbai.ac.in for invoice generation.

      Download the INVOICE DETAILS FORM

    • Note: Discount is applicable for 5 or more participants from same organization against invoice.

Course Details

Mode Online / Virtual
Duration 18 Hrs
Programme Dates Jan 06, 2025 to Jan 11, 2025
Program Chair Prof. Purnima S. Sangle
Program Co-Chair Prof. Debabrata Das and Prof. Vartika Srivastava

Download Brochure

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