- Diagnose the traditional and New age marketing techniques and strategies.
- Discuss the basics of Marketing management, its various theories and methodologies and changes in Indian Market
- Identify the concepts and importance of Segmentation, Targeting and Positioning of products and services in the Marketing
- Diagnose the importance of understanding the buyer and their behaviour when marketing any product/ services.
- Examine the process of consumer decision making and the strategies used to understand them.
- Describe different types of marketing mix used by the marketers to market their product/ services to the customers.
- Discuss the concept of marketing communications and the factors to be taken into note when communicating with customers.
- Diagnose the difference between Advertising, Sales Promotion and Public Relations and understand their timely use and process.
- Explain the Integrated Marketing Process and the advantage of using it when marketing any products/ services.
- Identify the importance of Great Indian Middle class, their characteristics effecting the marketing trends.
- Examine the rise in expectations in marketing and the challenges faced by marketers when promoting ant product/ services.
- Summarise the process of market research conducted when planning a marketing campaign.
- Distinguish between Product and services and the strategies and process followed to promote them in the market.
- Discuss the service marketing strategies, encompassing various methodologies and tactics tailored to the specific goals and target audience
- Diagnose the effect of technology in service sector and their advantages and disadvantages in upgrading service marketing
- Classify the different gaps effecting the service sector using GAP Model and the methods to decrease them.
- Diagnose intricate intertwining of services, technology marketing strategies, characteristics, and marketing mix planning.
- Discuss the factors effecting the profitability of service sector and the economic and dynamic changes that effect it.
- Examine the strategies of price discrimination, relative costs, and economies of scale intertwining intricately.
- Diagnose the service profitability chain, the key elements leading to profitability
- Explain the interplay between service gaps and service store performance in profit generation.
- Identify array of marketing strategies to outdo rivals and careers available in their development.
- Discuss the key drivers in service quality and the evolution of services from time to time.
- Explain the concept of service expectations and the service expectations in Todays world.
- Identify the factors that influence desired and adequate services along with zone of tolerance.
- Diagnose the sources and importance of word-of-mouth communication in todays world.
- Examine the relation between Customer Delight and Customer Loyalty
- Describe methods to escalate the customer service expectations and their effects.
- Discuss the meaning, importance and factors influencing customer perception.
- Describe intricate interplay of customers' behaviour, which significantly influences both the decision-making process and marketing forecasting.
- Explain customer encounters and the factors effecting the end-to-end customer experience.
- Examine various types of customer encounters and the Do’s and Don’ts as a Response to Customer Needs and Requirements.
- Diagnose the concept of customer satisfaction and different metrics used to measure them.
- Explain the meaning of service quality and different methods used to measure them.
- Examine the utilization of customer research aids in comprehending customer expectations and the essential market research aspects.
- Discuss the various elements of effective service marketing research.
- Diagnose the method and importance of SERVQUAL survey in understanding customer perception.
- Categorise the complex process involves conducting customer research, analysing the findings meticulously to achieve optimal outcomes.
- Discuss the significance and the methods to measure customer experience and their role in designing performance matrix.
- Discuss the value of relationship with customers and the different strategies that help in relationship development.
- Describe the concept of Customer Relationship Management (CRM) and its importance in maintaining customer relationship.
- Classify the different stages of relationship development and the strategies to build long-term relationships with customers to retail them.
- Explain the intricate interplay between service failures, service recovery strategies to ensure exceptional customer service impacts businesses.
- Discuss the concept of service guarantee with their strategies and benefits.
Mastering Marketing: From Basics to Customer Insights
Understand the full marketing process, from strategy to analyzing customer behavior.
Introduction
What you'll learn ?
- Compare the changes in marketing techniques of the old and new age along with their effects on the customers.
- Interpret a vast array of intricate and diverse theories encompassing various principles and methodologies of Marketing Management and their revolutionary effect on the Indian Market.
- Paraphrase the intricate importance of segmentation, targeting and positioning of products and services in marketing management.
- Examine the effects of consumer behaviour and understanding customers when marketing any product/ services.
- Make use of the consumer decision making process when strategizing any marketing plan.
- Inspect various types of marketing mixes employed by marketers to promote their products/services to customers.
- Paraphrase the importance of marketing communications in its essence and important factors considered while communicating to target audiences about products, services, or brands to influence their perceptions and behaviours.
- Differentiate between Advertising, Sales Promotion and Public Relations and use them according to the need of marketing communication.
- Interpret the Integrated Marketing Process and its uses and advantages when promoting any product/ services.
- Inspect the characteristics and importance of the Great Indian middle class in Future marketing trends.
- Inspect the challenges faced by marketers and the different expectations companies have from marketers.
- Interpret the use of Market Research and the process followed when running a marketing campaign.
- Compare product and services and various strategies used to promote both in the market.
- Inspect the intricate interplay between the multifaceted service marketing strategies for achieving sustained business growth and competitive advantage.
- Interpret the impact of technology on the service sector, as well as its pros and cons in enhancing service marketing.
- Categorize the various gaps that impact the service sector using the GAP Model and outline strategies to mitigate them.
- Construct the planning of marketing mix, characteristics, and marketing strategies for services and technology.
- Interpret the economic and dynamic changes that affect the profitability of the service sector.
- Observe the intertwining of strategies for price discrimination, relative costs, and economies of scale.
- Illustrate key elements influence the profit using the service profitability chain.
- Diagnose the service gaps in service sectors which affect the profitability of a store.
- Discover the various marketing strategies utilized to compete with competitors and the careers available.
- Examine the key drivers in service quality that constantly evolve services over time, influencing their progression.
- Interpret the notion of service expectations and the way they are perceived in the contemporary world.
- Paraphrase the elements that impact the level of service expected and considered acceptable, as well as the range within which variations in service quality are tolerated.
- Illustrate the origins and significance of word-of-mouth communication in contemporary society.
- Discover the correlation between Customer Delight and Customer Loyalty and their effect in improving service expectations.
- Review ways to raise customer service standards and their impacts on service expectations.
- Inspect the significance, interpretation, and elements that shape how customers perceive things.
- Interpret the decision-making process and marketing forecasting influenced by the behaviour of customers.
- Diagnose the customer encounters and the variables impacting the overall customer journey.
- Illustrate the different kinds of encounters with customers and the appropriate and inappropriate actions to take in response to their needs and demands.
- Illustrate the idea of customer satisfaction and the various metrics employed to assess it.
- meaning of service quality and different methods used to measure them.
- Inspect the Customer expectations and the elements required for market research to understand customers
- Compare the different components of successful service marketing research
- Illustrate the significance of the SERVQUAL survey, its approach and its ability to help comprehend how customers perceive a service.
- Examine the findings of customer research program and analyse with precision to obtain favourable output.
- Paraphrase the importance of assessing customer experience and the techniques for its measurement in shaping performance metrics.
- Compare the various strategies involved in relationship development and the value it gives in customer satisfaction.
- Interpret the idea of Customer Relationship Management (CRM) and its significance in upholding customer relationships.
- Summarize the various phases involved in developing customer relationships and outline effective tactics for establishing enduring connections with customers to retain them.
- Discover the implementation of diverse service recovery strategies that aims to address service failures and enhance customer experience.
- Interpret the idea of service guarantee, along with its associated approaches and advantages
Certification
- KLiC courses are recognised by Yashwantrao Chavan Maharashtra Open University (YCMOU).
- MKCL provides certificate to the KLiC learner after his/her successful course completion.
- Yashwantrao Chavan Maharashtra Open University (YCMOU) provides mark sheet to successfully passed KLiC learners (Jurisdiction: Maharashtra).
Academic Approach
The academic approach of the courses focuses on the “work-centric” education i.e. begin with work (and not from a book!), derive knowledge from work and apply that knowledge to make the work more wholesome, useful and delightful. The ultimate objective is to empower the Learner to engage in socially useful and productive work. It aims at leading the learner to his/her rewarding career as an employee or entrepreneur as well as development of the community to which s/he belongs. Learning methodology:
- Step -1: Learners are given an overview of the course and its connection to life and work.
- Step -2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
- Step -3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
- Step -4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
- Step -5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
- Step -6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
- Step -7: Learners are engaged in appreciation of real-life case studies developed by the experts.
- Step -8: Learners are encouraged to proceed from appreciation to imitation of the experts.
- Step -9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
- Step-10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
- Step-11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
- Step-12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!
Syllabus
- Marketing Management Today Introduction
- Changes in the Indian Markets
- What is Marketing Management?
- Marketing Management Continued
- Factors that Caused Innovations in Marketing
- The Global Financial Crisis
- Consumer Behavior
- Competition
- Convergence of Technology
- Demographic Changes
- Marketing Orientation & its scope Introduction
- Relationship Marketing
- Market Driven Organizations
- Marketing as a Process
- Mission
- Situational Analysis
- Marketing Plan
- 4 Ps of Marketing
- Implementation and Control
- Netflix Case Study
- Introduction to Segmentation Introduction
- Segmentation and Targeting
- Need for Segmentation
- Demographic Bases
- Age Based Segmentation
- Gender Based Segmentation
- Income Based Segmentation
- Socio Economic Pyramid
- Family Structure and Size
- Segmentation on Varied Parameters Introduction
- Segmentation based on product usage
- Segmentation based on benefits
- Consumption
- Decision Criteria
- Customer Loyalty Based Segmentation
- Industrial Segmentation
- Matrix Process of Segmentation
- Understanding the Buyer Introduction
- Consumer categorization
- Zaltman ‘Traps’
- Buyer- An Enigma
- What does the consumer buy?
- Buyer Motivations
- Buyer Behavior Introduction
- Definition- Consumer
- How to Study Consumer Behavior
- Types of Consumer Behavior
- Factors that Influence Buyer Behavior
- Social Factors
- Personal Factors
- Psychological Factors
- New Emerging Lifestyles of the Urban Consumers
- Consumer Decision Making Introduction
- Customer Decision Making
- Market Value
- High Involvement Product
- Problem Identification/ Need Recognition
- Development of Decision Criteria
- Search for Alternatives
- Evaluation of Alternatives
- Decision
- Low Involvement Product
- Introduction to Marketing Mix Introduction
- 4Ps of Marketing
- Product
- Price
- Place
- Promotion
- 7 Ps of Marketing
- People
- Process
- Physical Evidence
- Marketing Mix – 4Cs
- Direct Marketing Introduction
- Types of Direct Marketing
- Effective use of Direct Marketing
- Promotional Mix
- Successful Communication of Promotional Mix
- Importance of Promotional Mix
- Steps Involved in Getting the Right Promotional Mix
- Introduction to Marketing Communication Introduction
- Marketing Communication
- Integrated Marketing Communication
- Communication Process
- Effective Marketing Communication
- Message Considerations
- Media Decisions
- Promotional Mix Introduction
- Measuring Effectiveness of Marketing Communication
- Promotional Mix
- Selection of Promotional Mix
- Integrated Marketing Communication and Planning
- Advertising
- Advertising Agencies
- Media Development in India
- Advertising Decisions Introduction
- Advertising Decisions
- Advertising Introduction
- What is Advertising?
- Advertising Goals
- Advertising Industry in India
- Institutional Framework in Advertising
- Advantages of Institutional Advertising
- Disadvantages of Institutional Advertising
- Role of Advertising Agencies
- Evaluating Advertising Effectiveness
- Importance of Evaluating Advertising Effectiveness
- Online Advertising
- Advertising, Sales Promotion and Public Relation Introduction
- Significance of Sales Promotion
- Objectives of Sales Promotion
- Steps in Sales Promotion
- Sales Promotion and Brand Image
- Definition: Public Relations
- Types of PR
- PR Examples
- Advantages & Disadvantages of Public Relations
- Importance of Public Relations
- Marketing Communication and Promotions Introduction
- Integrated Marketing Communications
- Benefits of IMC
- Barriers to IMC
- Definition: Communication Process
- AIDA Model
- MC Planning Process Introduction
- Definition: Integrated Marketing Communication
- The IMC Process
- Integrated Marketing Communication Plan
- 6 Steps in the IMC Planning Process
- Components of IMC
- 10 Golden Rules of IMC
- The Great Indian Middle Class
- Characteristics of the Indian Middle Class
- Future Consumption Trends
- Preference of Products and Degree of Connectedness
- Internet of Things
- Future Market Trends
- Issues and Challenges of Marketing in India Introduction
- Rise in Expectations from Marketing
- Marketing Challenges
- 7 Functions of Marketing
- Marketing Research Process Introduction
- Market Research Process
- Problem Definition
- Research Objective
- Marketing Research Process Introduction
- Research Design
- Source of Data
- Data Collection
- Data Analysis
- Report and Presentation
- Service and Services Marketing Introduction
- Definition of Service
- Types of Processing Services
- Types of Contact Services
- Reasons Behind the Growth of the Service Industry
- Definition of Intangibility of Services
- Comprehension Round
- Intangibility Spectrum
- Features of Services
- Why Focus on Services
- Definition of Service
- Comprehension Round
- Definition of Service Marketing
- Classification of Service Marketing
- Examples of Services
- Importance and Significance of Service Marketing
- Problems in Service Marketing
- Service Marketing Tringle
- Who uses Services Marketing?
- Using Services Marketing?
- Career in Service Marketing
- Service and Technology Introduction
- Importance of Payment Gateways
- Ways in which Service Technology Works
- Benefits of Technology Enabled Services - Capital Efficiency
- Flexibility and integration
- Technology Enabled Services
- Evolution of communication: Telephone
- Television Shopping Channels
- Age of Technology Services
- The Information Age
- Evolution from Personal Service to Automation & Self Service
- The rise in consumer data:
- Disadvantages of Technology Enabled Services - Loss of Jobs
- Phishing - Definition of Phishing
- Explanation of Product
- Definition of Service Characteristics
- Example of Service Interaction
- Old and New Perspective of Service
- Services and Marketing
- Goods vs Services
- Characteristics of Services
- Intangibility
- Heterogeneity
- Solutions to Overcome Challenges in Heterogeneity
- Inseparability
- Perishability: Definition and Challenges
- Services Marketing Mix
- Traditional Marketing Mix
- Product
- Example of Product Development
- Pricing
- Place
- Promotion
- Extended or Expanded Marketing Mix for Services
- Old and New Perspective of Marketing Mix
- Physical Evidence
- Process
- People
- The Seven Ps of Services Marketing
- Listening and Service Design Gaps Introduction
- Customer Gap
- Understanding customer needs: Amazon
- What is The Listening Gap
- Listening and Service Design Gaps Introduction: Air BnB
- Overcoming The Listening Gap
- Service Design and Standard Gap
- Management Perception of Customer Expectations
- Bridging the Listening Gap & Mystery Shopping
- The service performance gap Introduction
- Using Services Today
- Gaps in The Service Industry
- Example of service Gap
- Gaps in The Service Delivery
- Type of Gaps in service Delivery Process
- Definition of The Service Performance Gap
- Occurrence of The Service Delivery Gap
- Deficiency in Human Resources
- Role Ambiguity
- Customer Pyramid
- Factors that Affect Service Performance Gap
- Services in The Banking Sector: Now and Then
- Different distribution channel
- Service gap in train booking
- Service Offerings by Companies
- Definition of Customer Expectation
- Understanding The Gap Model of Service Quality
- Reducing The Service Performance Gap
- Definition of Role Ambiguity
- The Communication Gap
- Service Performance Gap: In the Wedding Industry
- Interactive Marketing
- Key Factors Leading to The Communication Gap
- Internal and External Communication
- Engagement
- Information on False Advertising
- Case Study on False Advertising
- 5 Gaps Service Quality Model
- Bridging The Communication gap: Cadbury
- Closing The Communication Gap: Strategies and Challenges
- Five Key Strategies to The Overcome Communication Gap
- Service Gaps Model: Closing All the Gaps
- Key Factors Leading to the Communication Gap
- The Emotional Gap
- Factors Affecting Profitability - Competition & Product Life Cycle
- Objective of Firms & Exchange Rate
- 10 Factors Affecting Restaurants Profits -1
- 10 Factors Affecting Restaurants Profits -2
- Definition of Service Profit Chain
- Links in the Service Profit Chain
- Key Elements of the Service Profit Chain
- Dream Team Cycle
- Digitization Leading to Profitability
- Definition of Offensive Marketing Strategy
- Offensive Marketings Strategies
- Definition of Market Share
- Example of Offensive Strategies
- Careers in Offensive Marketing
- Definition of Defensive Marketing
- Various Defensive Strategies
- Who employee defensive marketing
- Is a defensive marketing campaign developed?
- Careers in Defensive Marketing
- Definition of Customer Experience
- Why is the customer experience so important
- Providing the Right Kind of Customer Experience
- How to Measure Customer Satisfaction
- Definition of Profitability
- NET PROFIT MARGIN – NPM
- Generalizations
- Customer Services - Dos
-
- Don'ts
- Definition of Service Quality
- Why is the customer experience so important
- Levels of Customer Expectation
- customer experience
- measure customer satisfaction
- Customer Intentions
- Definition of Loyal Customer
- Factors of Service Quality
- Indian Railway Story
- Service Quality
- Definition of Service Quality
- Service Quality: Expectation vs Reality
- Determinants of Service Quality - Mystery shopping
- Key Drivers of Service Quality - Reliability
- Cloud Kitchen
- Performance Measures in Business
- Definition of Key Performance Indicators
- Drawbacks of Using Financial Progress Measures
- Examples of Non-Financial Business Measures
- Using Non-Performance Business Measures
- Ministry Definition Template
- The History of Distance Learning
- Education Technology
- The Technology Behind E-Learning
- Massive Open Online Courses
- The Indian Distance Learning Story
- Advertisement Segment
- Definition of Services
- Service Sector of the Indian Economy
- Classification of Services
- Consumer Service Marketing
- Industrial Service Marketing
- Classification on the Basis of Involvement
- Classification on the Basis of Service Tangibility
- Classification on the Basis of Skills and Expertise Required
- Classification on the Basis of the Business Orientation of the Service Provider
- Customer Service and Derived Service
- Expectation in Daily Life
- Service Expectations
- Definition of Customer Expectation
- Levels of Service Expectation
- Service Expectations in Today's World
- IT industry – in businesses
- Definition of Zone of Tolerance
- Desired Service vs Adequate Service
- Zone of Tolerance Continued
- Components of Zone of Tolerance
- Desired Service
- Adequate Service
- Levels of Customer Expectations
- Sources of Desired Service Expectations
- Derived Service Expectations
- Sources of Adequate Service Expectations
- Factors Influencing Adequate Service Expectations
- Definition of Predicted Service
- Definition of Explicit Service Promise
- Explicit Service Promise
- Implicit Service Promise
- Word of Mouth Communication
- Definition of Word-of-Mouth Communication
- Ways of Word-of-Mouth Communication
- Sources of Word-of-Mouth Communication- Experts
- Sources of Word-of-Mouth Communication- Online
- Sources of Word-of-Mouth Communication- Celebrity Endorsements
- Importance of Word-of-Mouth Communication
- Importance of Past Experience
- Tackling Unrealistic Customer Service Expectations
- Understanding Customer Delight: Spotify Example
- Relation between Customer Delight and Customer Loyalty
- Dos and Don’ts in Hospitality Industry
- Exceeding Customer Service Expectation
- Ways to Exceed Customer Service Expectation
- Escalation of Customer Service Expectation
- Staying Ahead of Competition in Customer Service
- Uber vs Taxi
- Automobile Industry Do's and Don'ts
- Customer Perception of Quality and Customer Satisfaction
- Transactions vs Cumulative Perceptions
- Definition of Customer Perception
- Importance of Customer Perception
- Factors Influencing Customer Perception
- Measuring Customer Perception
- Ways to Improve Customer Perception Look Inward
- Understanding Customer Satisfaction
- Definition of customer satisfaction
- Importance of Customer Satisfaction
- Achieving Customer Satisfaction
- Improving Customer Satisfaction
- Measuring Customer Satisfaction
- Definition of CX Metrics
- Metrics Used to Measure Customer Satisfaction
- Definition of Service Quality
- Service Quality Continued
- Meaning of Service Quality
- SERVQUAL
- Gaps Model of Service Quality
- Jeffrey E. Gaps Model
- Service Quality - Concepts
- Service Quality - Characteristics
- Service Quality – Objectives
- Methods to monitor service quality - Conducting Customer Surveys
- Methods to monitor service quality - Constantly Monitoring Customer Feedback
- Methods to monitor service quality - Reviewing Service Blueprints, Problem-Tracking System
- Improving service quality
- Five Dimensions of Service Quality
- Importance of Each Dimension of Service Quality
- Five Dimensions of Service Quality Continued
- Reliability, Responsiveness, Assurance, Empathy, Tangibility
- Case Study: The SERVQUAL Approach for State Bank of India
- Important Attributes of Service Quality
- Management of Service Quality-1. Differentiate Waiting Customers:
- Management of Service Quality-2. Make Waiting Fun, or At least Tolerable:
- Strategies that Enhance Service Quality
- Definition of E Service Quality
- Various Strategies for E services
- Introduction to ESQUAL
- Definition of E-SQUAL
- Dimensions of Core Service
- Dimensions of Service Recovery
- Definition of Customer Effort
- Measuring Service Quality
- Measuring customer Effort
- Type of Measuring customer Effort
- Definition of Customer Effort Score
- What is CES
- Types of CES surveys
- Process to Reduce Customer Effort
- Understanding Service Encounters
- Definition of Service Encounters
- Co-relation between Customer Satisfaction and Market Share
- Co-relation between Customer Satisfaction and Market Share - 2
- Business Priorities
- Advertising Do's and Don't
- End to End Customer Experience
- Definition of End-to-End Customer Experience
- Factors Affecting Service Encounters- Service Organization
- Factors Affecting Service Encounters- Contact Personnel
- Factors Affecting Service Encounters- Customer
- Moments of Magic and Moments of Misery
- Self-Reinforcing Relationship with Moments of Truth
- Banking Industry Do's and don'ts
- Four-level pyramid of customers
- Importance of a First Impression
- Importance of Encounter Cascade
- Definition of Encounter Cascade
- Importance of technology-based encounters
- Critical Encounters
- Momentous Encounters
- Remote Encounters
- Technology-mediated Encounters
- Face to Face Encounters
- Understanding The Sources of Pleasure and Displeasure in Service Encounters
- Dos and Don’ts in a Service Delivery System Failure
- Adaptability
- Dos and Don’ts as a Response to Customer Needs and Requirements
- Understanding Spontaneity
- Dos and Don’ts in Spontaneity
- Coping
- Dos and Don’ts in Coping
- Technology Based Service Encounters
- IRTCT
- Types of Customers when it comes to adopting technology services.
- Background
- Service Touch Points and Guidelines
- Building and Maintaining Customer Relationships
- Service Recovery
- Service Guarantees
- Service Delivery
- Service Experience and Expectations
- Story 1: Frontier Airlines
- Story 2: Mc Donald's
- Face Service Recovery
- Story 3: Norwegian Sun
- Story 4: Amazon
- Story 5: Car Service Centre
- Story 6: MoviePass
- About Sephora
- About Nike
- Understanding the importance of Research Objectives.
- Customer Research in Different businesses
- Burban
- Starbucks
- Criteria for an Effective Service Research Program
- Qualitative research methods.
- Quantitative research methods.
- Importance of wants and perceptions of customers.
- Balance between cost and benefits.
- Understanding when statistical validity is required.
- Measuring Customer Priorities.
- Frequency of service research
- Measure loyalty, behavioral needs and behavior.
- Importance of Customer Journeys
- Importance of using the complaint solicitation method in market research.
- Importance of using requirements research method in building a robust survey.
- Value of a good survey in building and maintaining customer satisfaction.
- SERVQUAL Surveys – Perceptions
- SERVQUAL Surveys
- SERVQUAL Surveys – Expectations and Post Transaction Calls.
- Service expectations, meetings and reviews.
- Process checkpoint evaluations.
- Future Expectations Research
- Understanding Research
- Definitions of Research
- Understanding Customer Research
- Types of Customer Research Methods
- Qualitative Research Continued
- Analysis and Interpretation of Research
- Customer Experience
- Importance/Performance Matrix
- Definition of Importance/Performance Matrix
- Customer Research
- Definition of Customer Research
- Importance of Customer Research
- DR. OPTIMUM EXECUTION
- Upward Communication
- Importance of Upward Communication
- Research for Upward Communication
- Definition of Relationship Marketing
- Relationship Marketing Continued
- Maintaining Customer Relationships
- Customer Retention
- Evolution of Relationships
- Goals of Relationship Management
- Definition of Customer Retention
- Benefits of Relationship Management
- Definition of Special Treatment Benefits
- Special Benefits to Customers
- Special Benefits to Companies
- Economic Benefit
- Relationship Value of Customer
- Customer Relationship Management (CRM)
- Case Study: Amazon
- Customer Profitability Segments
- The Customer Pyramid
- Customers View of Profitability Tiers
- Making Business Decisions Using Profitability Tiers
- Definition of Relationship Marketing
- Different Stages of Relationship Development
- Relationship Development
- Relationship Dissolution
- Strategies used to Retain Customers
- Relationship Development Strategies Examples
- Strategies to build long-term relationships with customers
- The Customer is not Always Right
- Maintaining Customer Relationships
- Ending Business Relationships
- Ending a customer relationship: dos and don’ts
- Customer relationship challenges in e-commerce
- The Impact of Service Failure and Recovery
- The Customer Complaint Iceberg
- Case Study: Southwest Airlines
- Customer's Response to Service Failure
- Understanding Why People DO and DO NOT Complain
- Service Recovery: Ritz Carlton Story
- Service Recovery Strategy: Fix the Customer
- Service Recovery Strategy: Respond Quickly
- Providing Appropriate Communication
- Treating Customers Fairly
- Cultivating Relationships
- Encourage and Track Complaints
- Learn From Recovery Experiences
- Learn Froom Lost Customers
- Getting it Right the First Time
- Service Guarantee
- Definition of Guarantee
- Service Guarantee Continued
- Characteristics of Effective Guarantees
- Types of Service Guarantees
- Benefits of Service Guarantees
- When or when not to give Service Guarantees
- Who Decides to Give Service Guarantee?
- When to Give Service Guarantee?
- When NOT to give Service Guarantees?
- Do Service Guarantees really work?
- Switching VS Staying Following Service Recovery
- Infrastructure Development
- Construction Machines: Market Reality
- Organizational Buying process for Construction Machinery
- The Product
- Wheel Loader Questionnaire
- Market Mapping - First Component
- Market Mapping - Second Component
- Market Mapping - Third Component
- Importance of Case Studies
- Classification and Strategies of Rural Products
- Factors Influencing Rural Marketing
- Analyzing Risks in Crossbreeding of local Cows (Open system)
- The Real Risk & the Perceived Risk
- Why farmers don’t use deworming drugs
- Methodology of Calculating Profit and Loss
- Enhancing Sale of Winter Tyres
Evaluation Pattern
Evaluation Pattern of KLiC Courses consists of 4 Sections as per below table:
Section No. | Section Name | Total Marks | Minimum Passing Marks |
---|---|---|---|
1 | Learning Progression | 25 | 10 |
2 | Internal Assessment | 25 | 10 |
3 | Final Online Examination | 50 | 20 |
Total | 100 | 40 | |
4 | SUPWs (Socially Useful and Productive Work in form of Assignments) | 5 Assignments | 2 Assignments to be Completed & Uploaded |
YCMOU Mark Sheet
Printed Mark Sheet will be issued by YCMOU on successful completion of Section 1, Section 2 and Section 3 and will be delivered to the learner by MKCL.
YCMOU Mark Sheet will be available only for Maharashtra jurisdiction learners
MKCL's KLiC Certificate
The certificate will be provided to the learner who will satisfy the below criteria:
- Learners who have successfully completed above mentioned 3 Sections i.e. Section 1, Section 2 and Section 3
- Additionally, learner should have completed Section 4 (i.e. Section 4 will comprise of SUPWs i.e. Socially Useful and Productive Work in form of Assignments)
- Learner has to complete and upload minimum 2 out of 5 Assignments
KLiC Courses Fee Structure from 01 July, 2025 Onwards
KLiC 120 hour course fee applicable from 01 July, 2025 all over Maharashtra
KLiC Course Duration | MFO (Inclusive of GST) |
ALC Share (Service Charges to be collected by ALC) |
MKCL Certificate | YCMOU Marksheet |
---|---|---|---|---|
120 hours (Without YCMOU Marksheet) | Rs. 1,000/- | Rs. 5,000/- | Available | Not Available |
120 hours (With YCMOU Marksheet) | Rs. 1,118/- | Rs. 5,000/- | Available | Available |
* Above mentioned fee is applicable for all Modes of KLiC Courses offered at Authorised Learning Center (ALC) and at Satellite Center
* Total fee is including of Course fees, Examination fees and Certification fees
* MKCL reserves the right to modify the Fee anytime without any prior notice
KLiC Courses Fee Structure upto 30 June, 2025
From 01 January 2025 onwards, the fees for all KLiC courses in ALCs of Mumbai Metropolitan Regional Development Authority (MMRDA), Pune Metropolitan Regional Development Authority (PMRDA) and Rest of Maharashtra will be applicable as shown in the table below:
KLiC Courses of 120 Hours:
Mode | Total Fee (Rupees) |
Single Installment (Rupees) |
Two Installments (Rupees) |
Single Installment | 6000/- | 6000/- | N/A |
Two Installments | 6200/- | 3100/- | 3100/- |
Total fee is including of Course fees, Examination fees and Certification fees
* Above mentioned fee is applicable for all Modes of KLiC Courses offered at Authorised Learning Center (ALC) and at Satellite Center
* Total fee is including of Course fees, Examination fees and Certification fees
* MKCL reserves the right to modify the Fee anytime without any prior notice