One Approach to Repeat Business: Customer Success Managers

Mode of Workshop : Offline (In person)

Last day of registration: 11th August, 2023



SKU: IITM, NPTEL Studio | Start date: 12th August, 2023 Categories: ,




Customer success managers play a pivotal role in enhancing customer retention and driving repeat business for a company. Their primary objective is to ensure customers achieve their desired outcomes and find value in the products or services they have purchased. By closely engaging with clients, understanding their needs, and providing personalized support, customer success managers foster strong relationships and customer loyalty. Through proactive communication, they can anticipate potential challenges and address them before they escalate, leading to improved satisfaction and increased chances of repeat business.

Furthermore, customer success managers act as advocates for customers within the organization, bridging the gap between clients and various departments. By gathering valuable feedback and insights from customers, they help improve product or service offerings, tailoring them to meet customer expectations better. This proactive approach not only increases customer satisfaction but also enhances overall product-market fit, ultimately resulting in higher customer retention rates and increased revenue from repeat business. In conclusion, the presence of skilled and dedicated customer success managers is essential for fostering long-term relationships, maximizing customer satisfaction, and driving sustainable growth for any business.

Session Date & Time :

12th August, 2023 (Saturday)


Timings :

03:00 p.m. to 05:00 p.m. (Indian Standard Time).


Venue :

NPTEL Studio, IIT Madras.


About the Instructor

Prof. Deva Rangarajan, is a Professor of Marketing at IESEG School of Management in France. His main areas of research include B2B Industrial Marketing, Sales Force and Key Account Management. 

He has a Bachelors in Mechanical Engineering from India and a PhD in Marketing from the USA. He has taught in business schools in Belgium, Italy, France, USA, South Africa, and India.

He has worked closely with many companies to consult and deliver, customized programs. The list of multinational companies he has worked with include Iveco, Yanmar, Epiroc, ArcelorMittal, Merz Aesthetics, Atlas Copco, Schneider Electric, Siemens, Philips, Johnson and Johnson, Medtronic, Aliaxis, Etex, Bostik, ING, BNP Paribas Fortis, Johnson Controls, Tosoh Bioscience, Doosan, Bekaert, Atlas Copco, AGC, SWIFT, Cummins, Vesuvius, Milliken, etc. 

He has also published in various international, peer-reviewed journals like Business Horizons, California Management Review, Industrial Marketing Management, Information and Management, Production and Operations Management, Journal of Business Research, and Journal of Service Research.

Intended Audience

Students, Faculties and Industry Professionals.

Registration fees and Certificate

Course Fee : Rs 1180/- ( Rs 1000 +18% GST)


Certificates will be provided to all the participants who attend the workshop.


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