B Sc and M Sc from Lucknow University, India
Ph D in Management from Gujarat University, India

Graduate Engineer from the Indian School of Mines, Dhanbad
Fellow of IIM - Bangalore

Dr K B C Saxena is NALCO Professor of Strategic Information Management and Chairperson of Information Technology Management at the Management Development Institute, Gurgaon since May 1996. He also directs the Centre of Excellence for Information Management set up at MDI with funding from the European Union. Dr Saxena has more than thirty years of academic and diversified industrial experience in information systems development and management of information systems services and technology. He is the author of more than a 100 papers on management support systems, information systems management, and business process re-engineering. He has also won, among others, the 'Hong Kong Computer Journal Best Paper Award' of the Hong Kong Computer Society and the 'Distinguished Achievement Award' of the Indian Space Research Organisation.

Dr G Shainesh is an Assistant Professor of Marketing at IIM, Bangalore. Before shifting to IIM, Bangalore, he was a member of the faculty at the Management Development Institute, Gurgaon. He has held managerial positions at Western Coalfields Ltd, Nagpur and Sterling Holiday Resorts International Ltd, Chennai. In 1995, he received the 'PD Agarwal - TCI Award' for Doctoral Research in Management and in 1994, he was awarded the 'Citibank Special Research Award'. He is the co-author of a book on CRM titled 'Customer Relationship Management - Emerging Concepts, Tools and Applications'. He has published and presented papers at international conferences. His major research interests are in the areas of Customer Relationship Management, service management and product management.