Dr. Vimi Jham
Dr. Vimi Jham
Associate Professor
Ph.D, Aligarh Muslim University
Marketing

Dr. Vimi Jham is Associate Professor of Marketing at Institute of Management Technology- Dubai with 20 years of experience in industry, teaching, training and consultancy. She holds a GCPCL from Harvard Business School, Boston, USA and a Ph.D. from Aligarh Muslim University, India. She is Visiting Professor to University of Applied Science, Fachhochschule Vorarlberg, Austria and University of Wollongong in Dubai. She has published books, cases and research papers in refereed journals and presented papers at international conferences. She is an active trainer in the area of Customer Relationship Management. She serves on the editorial board of various International Journals. She is the Associate Regional Director for the International Institute of Marketing Professionals, Toronto, Canada for the Middle East region.

Dr. Vimi Jham’ research examines relationship marketing practices and its application in different sectors with focus on customer satisfaction in the banking industry. Her early research focused on building a performance related model for the banking sector. More recently the focus has expanded on Multichannel and Internet banking using an increasingly wide set of sources. Besides this Dr. Jham is also a Management case writer. Her areas of research interest are Customer Relationship Management, Customer Profitability.

Marketing Management, Consumer Behavior, Integrated Marketing Communications, Retail Management, Customer Relationship Management, Internet Applications in Marketing.

 

  • Jham, V, “Change management in retail banking in the UAE: An assessment of some key antecedents of customer satisfaction and demographic, International Journal of Strategic Change Management, Vol. 4 No. 3/4, 2013.
  • Jham, V, Genedren, V, E, “Strategic Adoption of multichannel banking by customers in the UAE banks” Middle East Journal of Business, Volume 4, Issue 1, 2012.
  • Jham, V, Tandon S, “Domino’s Pizza India Ltd. – Driving Business Growth through consumer engagement”, Asia Case Research Journal, National University of Singapore, Singapore, Volume 16, Issue 01, 2012.
  • Jham, V, “Customer Relationship Management in the Banking Sector: Impact of Internet Usage by the Customer”, International Journal of Business Innovation and Research, Vol 4, No. 1/2, 2010.
  • Jham, Vimi “A Study of Relationship Building Skills in Insurance Industry” International Journal of Arts and Science, Austria, May 2010.
  • Jham, V, Khan, K, “Customer Satisfaction and its impact on Performance in Banks: A Proposed Model”, South Asian Journal of Management, India, Vol. 16, No.2, June 2009.
  • Jham, V, “An Empirical Investigation of Customer satisfaction with Multi channel banking”, International Journal of Electronic Customer Relationship Management, Volume 3, No. 2, 2009.
  • Jham, V, Khan, K, M, “Empirical Study of Customer Satisfaction in the Indian Banking Sector”, Management Review, Indian Institute of Management, Bangalore, India, March, Vol. 20 Issue 1, p84, 2008.
  • Jham, V, Khan, K, M., “Determinants of Performance in Retail Banking: Perspectives of customer satisfaction and relationship marketing, Singapore Management Review, Singapore, Vol. 30 Issue 2, p35, 2008.
  • Jham, V, Khan, K, M., “Customer Satisfaction with Usage of Banks Distribution Channels: An empirical investigation” International Journal of Financial Services Management – Trends in Innovation and Competition in the Financial Services Industry? Can Banks Gain Competitive Advantage Over Non-Bank Competitors? Vol. 3, Issue 3/4, pages 283-294 2008.
  • Jham, V, “Customer adoption of Multichannel usage: An Empirical investigation of the Indian Banking Industry”, Business Horizon, November, 2008.
  • Jham, V, and Garg,P, “Indian banking and Internet”, Chapter published in book “Challenges and opportunities for Indian Banks”, R.K. Uppal, November, 2007.
  • Jham, V, “Customer Relationship Management: Ensuring a Profitable Future”, Winning Edge, Marketing & Sales Monthly, September, 2007.
  • Jham, V, “BSES Delhi: A Case Study of Customer Relationship Management Implementation in the Power Sector”, Horizon, NTPC Journal, October, 2007.
  • Jham,V, Garg, P, “Empirical Investigation of Internet Usage by bank Customers in India”, Management Review, Narsee Monjee Institute of Management, Mumbai, June, 2007.
  • Jham, V, “Metrics of CRM: What’s in for future”,Pravartak, Journal of National Institute of Life insurance, Pune, India, January, 2007.
  • Jham,V, “Articulating New market Spaces”, MarkEzine, Institute of Management Technology, Ghaziabad, August, 2006.
  • Jham, V, “Relationship between customer satisfaction and performance in Indian Banks – an Empirical study”, International Journal of Business Research, Washington, USA, October, 2005.
  • Jham,V, “Insights into Customer Interactions in the Banking Industry – A Qualitative Relationship marketing Study”, Review of Professional Management, Vol IV, India, June, 2005.
  • Jham,V, “Customer Marketing: The tool of Customer Relationship management”, JIMS 8M Volume 9 No 2, India, April – June, 2004.
  • Bhattacharyya, S, Jham ,V, “Impact of Social Advertising –An Indian experience “Gitam ,Journal of Management , Vishakapatnam, India , Vol.1 No. 2 July –December, 2003 .
  • Jham,V, “Customer Relationship management in the Next Millennium: from Transactions to Relationships”, Management Dynamics, Lucknow, 2001.

  • Jham, V, Mehta A, Genedren, E, “Al Ghurair: Contributing to Nation Building through Corporate social responsibility towards business: 3rd South Asian Management Research and Case Conference 2013 Bangalore, India, 2013.
  • Jham, V, Strategic Adoption of Multi Channel banking by customers in the UAE banks,International conference on Technology Business and Management , University of Wollongong , Dubai, United Arab Emirates, March , 2012
  • Jham, V, A study of relationship building skills in the Indian insurance industry, IJAS conference , American and Canadian conference, Ryerson University , Toronto , Canada, May 2010.
  • Jham,V, and Khan,K.M, “ Model of Customer satisfaction in Retail Banking Industry”, INFORMS Marketing Science conference , Vancouver , University of Pittsburgh, Pittsburgh, USA, June 2008.
  • Jham,V, “Relationship between Customer Satisfaction and Performance in Indian Banks – an Empirical study”, paper presented at International Academy of Business and Economics (IABE) , Las Vegas ,USA, October, 2005.
  • Jham, V, “Knowledge Management: Integrating knowledge management and customer relationship management concepts“, International Conference in Data Management , Institute of Management Technology, Ghaziabad , February, 2008.
  • Jham,V, and Khan,K.M., “Determinants of Performance in Retail Banking in India – Assessing Customer Satisfaction and Relationship Marketing – Performance Link”, Indian Institute of Management , IIM Ahmadabad, Conference on Research in Marketing, January, 2007.
  • Jham,V, and Garg,P ,“Indian banks and ATM – An empirical study of consumer perception”, Prestige Institute of Management, Indore, India, National conference in management January, 2006.
  • Jham,V,Chotani, P,and Sikka,B,“Make My Trip: Opportunities Galore” “Renvoi “, the case study competition in management, India ,September 2005.
  • Jham,V,Chotani, P, “Building Travelocity through CRM in the travel industry”, International conference for management in case studies, George Mason University, USA and Institute of Management Technology, Ghaziabad, India December, 2005.
  • Jham, V, “Customer Centric Approach in the Banking industry , A conceptual model of relationship building” International Conference in Services Marketing organized by Oxford Brooks University and Institute for International Technology and Management, Gurgaon, India, March, 2005.
  • Bhattacharyya, S, and Jham,V, “Relationship Marketing through employee satisfaction” , A case study on Indian private banking sector, National case study development seminar held by All India Management Association , New Delhi., November, 2003.
  • Jham, V, “Effect of International marketing on CRM in the Global context, National seminar on marketing, Jaipuria Institute of management, Lucknow, India, 2002.

  • Empirical investigation of Internet usage by Bank customers in the UAE
  • Case: Al Ghurair: Contributing to Nation Building through Corporate social responsibility towards business.

  • Jham, V, Puri S, Cases in customer centric marketing, IGI Global, USA 2013.
  • Jham, V, Sharma, K, Footsteps of successful entrepreneurs, A collection of Case studies. Excel Books, 2011
  • Jham, V, Gupta, B, Cases in Management, Wiley International, May, 2009.
  • Jham, V, Sales & Distribution Management for E Learning MBA, Institute of Management Technology, India, 2004.

  • Jham V, “Chapter on Relationship Marketing”, contributed in International Institute of Marketing Professionals (IIMP®) CMMP® (Certified Marketing Management Professional) handbook, Toronto, Canada, 2013.
  • Jham, V, Promotional Management (MBA) [Part text], Alagappa University, 2013.
  • Jham, V, Sales and Distribution Management (MBA) [Part text], Mahatma Gandhi University, 2013.
  • Jham, V, Sales and Distribution Management (DE.M-429-M) MBA [Part text], Samabalpur University, Vikas Publication, 2012.
  • Jham,V, Sales Management, University 18,Vikas Publication, 2011.
  • Jham, V, Business Environment (MBA DE.M-423) [Part text], Samabalpur University, Vikas Publication, 2011.
  • Jham,V, Sales and Distribution Management (BBA-535) Elect-II, Bhartiya Vidyapeeth University ,Vikas Publication, 2009.
  • Rao, V. Nishant; Arora, V; and Jham, Vimi “The ICI Paints Contact Centre”, Innovation Management, Sanjay Kumar Singh and Bindu Gupta (Ed.), Macmillan Publishers India Ltd., New Delhi, 2009.
  • Jham,V, Sales and Distribution Management, (MBA MM6), Part text, Maharishi Dayanand University ,Vikas Publication, 2009.
  • Jham, V, “Knowledge Management: Integrating customer relationship management and knowledge management concepts”, Data Management by Jayanthi Ranjan and Poonam Garg (Eds.), Macmillan Publishers India Ltd., 2008.
  • Jham,V, Sales and Distribution Management (BBA-530), Institute of Advanced Education,
  • Vikas Publication, 2008.
  • Jham, V, “Knowledge Management: Integrating knowledge management and customer relationship management concepts“, Data Management, J Ranjan, Allied Publishers, 2008.
  • Jham, Vimi “Electronic Customer Relationship Management – A New Approach of Business for the Airline Industry”, Redefining Business Horizons , B.S. Sahay, Jayanthi Ranjan, Rajiv Ranjan Thakur, and Stephen Nicholas (Ed.), Macmillan Publishers India Ltd., New Delhi, 2008.
  • Jham,V, Sales and Distribution Management (MBA 420) [M-4], Institute of Advanced Education, Vikas Publication, 2008.
  • Jham, V, and Garg P, “Indian banking and Internet”, “Challenges and opportunities for Indian Banks”, R.K. Uppal, November, 2007.
  • Jham,V, Sales and Distribution Management (MM-2208), Yashwantrao Chavan
    Maharashtra Open University, Vikas Publication 2007 .
  • Jham, V, Garg, P, “Indian banks and ATM – An empirical study of consumer perception”, “Strategies of Winning Organizations”, Upinder Dhar, PIMR & Excel Books, January, 2006.
  • Jham, V, Chotani, P, “Building Travelocity through CRM in the travel industry”, Cases in Management, Allied Publishers, Sardana, Sahay, India, December, 2005.