A guset lecture was organized by Don Bosco Tech Society (DB Tech). The students of Customer Relationship Management (CRM) attended the lecturer. Mr Viren Lubana had shared with the audience about recent trends in customer relationship management by using his well appreciated experience in Software and in Manufacturing and Service sector in various roles. He had in the past held responsibilities as a Marketing Manager while working in the non-IT sector.
He delivered an interesting talk on the influence of social media in firm reputation management and recent trends in customer relationship management. He mentioned that CRM is an information industry term for methodologies, software and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. CRM is the process of managing all aspects of interaction a company has with its customers, including prospecting, sales, and service. CRM applications attempt to provide insight into and improve the company customer relationship by combining all these views of customer interaction into one picture.s
Mr. Lubana added CRM is an integrated approach to identifying, acquiring and retaining customers. By enabling organizations to manage and coordinate customer interactions across multiple channels, departments, lines of business, and geographies, CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance. He advised the students to concentrate more on concepts, and gain practical knowledge.