B2B Customer-Centric Sales and Service Excellence
Venkata K Emani
Programme Director
PROGRAMME OVERVIEW
In an increasingly competitive market, B2B sales leaders must adopt customer-centric strategies, leverage digital tools, and optimize service delivery to maintain a competitive edge. This programme equips sales leaders with the skills to inspire teams, foster a high-performance sales culture, and drive business success. Participants will gain expertise in key performance metrics, business analytics for informed decision-making, and essential competencies such as stress management, effective sales negotiations, and change management.
OBJECTIVES
• Strengthen trust-building strategies for long-term customer relationships
• Strategies to improve customer loyalty and engagement
• Foster a customer-centric organizational culture
• Master negotiation techniques for win-win outcomes
• Leverage AI and analytics for data-driven decision-making
CONTENT
Day 1: Understanding B2B Customer Service
• Customer service landscape in the B2B context
• Customer expectations and industry challenges
• Service optimisation and the SERVQUAL model
• Building a high-performance, customer-centric team
Day 2: Technology and Trust in Customer Service
• Case studies on CRM implementation
• AI and analytics in customer service
• Trust-building strategies and complaint resolution
• Managing stakeholder expectations effectively
Day 3: Advanced Strategies and Applications
• Customer retention strategies
• Conflict resolution and B2B negotiation mastery
• Stress management for sales professionals
• Case study analysis and group presentations
The pedagogy includes lectures, role-plays, outbound exercises, case studies, self-assessment quizzes, simulations, and panel discussions to ensure an engaging learning experience.
METHODOLOGY
The programme employs a blend of experiential and interactive learning methods, including:
• Case studies and real-world application
• Role-plays and simulations
• Expert-led discussions and panel interactions
• Self-assessment tools and outbound exercises
FACULTY
The program is led by Venkata Emani, Faculty at the Centre for Management Studies, ASCI. With over 30+ years of experience in industry
and academia, he is an alumnus of IIM Ahmedabad and an exchange scholar at the University of Texas at Austin. Previously, he has held leadership
roles at BPCL, Det Norske Veritas AS, and NMIMS University.
At ASCI, he has conducted training programs and consulting assignments for leading organisations, including IOCL, BPCL, HPCL, Cairn India, GAIL, NMDC, ONGC, Reliance, MGL, Essar Oil, Coromandel Fertilizers, NPCIL, SOI, OFB, RINL, DRDO, PMJ Jewels, Canara Bank, Central Bank o f India, NAFED, SAIL, and SBI Life.
PARTICIPANT PROFILE
This programme is designed for middle and senior-level sales managers, team leaders, and directors responsible for B2B sales across diverse industries. Participants from sectors such as banking, financial services, insurance, oil & gas, energy, petrochemicals, fertilizers, tourism, hospitality, telecom, IT, pharmaceuticals, retail, and consumer goods will benefit from insights into customer engagement, sales effectiveness, and strategic decision-making tailored to B2B environments.
Organisational sponsorship is essential
VENUE
The programme is fully residential and the participants will be accommodated in air-conditioned single occupancy rooms. The college does not provide accommodation for the family. The college is Wi-Fi enabled in a comprehensive way.
DURATION
The programme duration is 3 days starting from September 15-17,2025. The participants are expected to arrive a day before commencement and may leave after the conclusion of the programme.
PROGRAMME FEE
Residential Fee: Rs. 43,700/- (US $683 for foreigners) plus GST as applicable (presently 18%) per participant. The fee covers tuition, board and lodging, courseware (in electronic form) and other facilities of the College including internet usage.
Non-Residential Fee: Rs. 37,700/- plus GST as applicable (presently 18%) per participant. The fee covers tuition, course ware (in electronic form) working lunch and other facilities of the College including internet usage.
A discount of 10% on the Programme fee for three or more participants from the same organisation will be given, provided the payment is credited into our Bank account before September 12, 2025.
Note: Kindly forward us the details of Bank/Wire transfer of fee payment indicating the Programme Code (Prg/25-26/1/61) e-mail to: [email protected] for confirmation.
MEDICAL INSURANCE
The nominees are requested to carry with them the proof of Medical Insurance. The sponsoring agency is required to endorse the nominees' medical coverage in the event of hospitalization
LAST DATE FOR NOMINATION
Please use the prescribed/attached form. Last date for receiving nominations September 01, 2025. Kindly contact Programmes Officer for further details (contact details are given at the end of the nomination form).
LAST DATE FOR WITHDRAWAL
September 08, 2025. Any withdrawals after this date will entail forfeiture of fee paid, if any.
ASCI ALUMNI ASSOCIATION
Participants of the College programmes will automatically become members of the ASCI alumni association.
CERTIFICATE OF PARTICIPATION
The College issues a Certificate of Participation on conclusion of the programme.
For Indian Participants:
| Bank Account Number | 62090698675 |
|---|---|
| Beneficiary Name | Administrative Staff College of India |
| IFSC Code | SBIN0020063 |
| Bank Name | State Bank of India |
| Branch Address | Bellavista Branch, Raj Bhavan Road, Somajiguda, Hyderabad - 500 082. |
For Foreign Participants:
| Bank Account Number | 62090698675 |
|---|---|
| Beneficiary Name | Administrative Staff College of India |
| Swift Code | SBININBB327 |
| Bank Name | State Bank of India |
| Branch Address | Bellavista Branch, Raj Bhavan Road, Somajiguda, Hyderabad - 500 082. |
| Country | India |
Administrative Staff College of India
Bella Vista, Raj Bhavan Road, Khairatabad, Hyderabad - 500 082, India.
Telefax (Programmes Office) : 0091-40-23324365
Mobile: 9246203535, Phone : 0091-40-66534247
Fax : 0091-40-66534356
ASCI is the first Management Development Institution set up in the country at the instance of the Government of India and industry in 1956 to impart state-of-the-art management education for practicing managers, a legacy that we proudly take forward with a strong alumni of over 1,63,000. We are proud of our alumni which includes the leaders of Indian industry and senior Civil Servants in the government, public sector undertakings to be a part of this unique organisation. We are thankful to you all for the support extended in the past and look forward to your continuing patronage in 2023-24.
Also, ASCI conducts customized programmes for Government of India, State Governments, Public Sector, Private Sector and various international organisations. Our experienced faculty bring to the table a wealth of academic credentials, rich industry exposure and act as a catalyst in the classroom discussions, case study analyses and tutorials. Our faculty also conduct international programmes which provide an exposure to the global best practices. In addition to this, faculty at ASCI also carry out large number of management research activities (typically about 100 each year) which helps them provide the much needed value addition in the training programmes. In addition, we conduct non-residential programmes at our New Delhi Centre as well as off-campus programmesat the venue of the client’s choice
College Park Campus
ASCI, Road No.3, Banjara Hills,
Hydeabad-500 034, Telangana, India
+91-40-66720700/01/02/05
+91-40-66720725
Delhi Campus
ASCI, C-24,Institutional Area, South of IIT
Behind Qutub Hotel, New Delhi-110016.
+91-11-26962204,26961750,26961850
+91-11-26866097