Strategic Customer Relationship Management

Professor G Shainesh is a prominent faculty member in the Marketing area at the Indian Institute of Management Bangalore (IIMB), with over two decades of research and teaching experience both in India and internationally. He currently holds key leadership positions as Chair of Executive Education Programs and Chair of Initiatives on Consumer Insights at IIMB. Shainesh's expertise centers on Customer Relationship Management (CRM), Services Marketing, and Service Innovations. His international experience includes research and teaching assignments at prestigious institutions across Europe, Australia, and Asia. At IIMB, he has served in various administrative roles, including Dean of Administration (2014-17), Chair of EPGP (2013-14), and Chair of Student Exchange Program (2006-09). Shainesh has made significant contributions to marketing literature, co-authoring the Indian adaptation of the best-selling textbook "Marketing Management" with Philip Kotler and others. He is also the Editor-in-Chief of the Journal of Indian Business Research (JIBR). His work focuses on the evolving landscape of digital marketing, addressing disruptions caused by digitalization, e-commerce growth, and the impact of data analytics and AI. Shainesh's blend of academic expertise and practical insights makes him a valuable resource in both educational and corporate settings.