On 7th November 2025, from 2:00 PM to 4:00 PM, the IT Customer Care Executive (CCE) trainees at Don Bosco Tech Society had the opportunity to engage in an enriching guest lecture that brought the world of customer management and corporate operations vividly to life. The session was led by Mr. Ajay Chavan, Assistant Manager at Hamsa Direct Limited, Airoli, Thane, Shivaji Nagar, Mumbai, who served as the resource person for the event. Designed to bridge the gap between classroom learning and industry practice, the lecture offered students a rare and valuable glimpse into how Customer Relationship Management (CRM) functions in real-world business environments.

Mr. Ajay began by introducing the core concept of CRM, explaining how it plays a pivotal role in enhancing customer satisfaction, strengthening retention, and driving long-term business growth. Moving beyond theory, he walked the trainees through practical workplace scenarios, detailing how customer data is managed, service records are maintained, and customer interactions are handled efficiently using CRM systems. His discussion seamlessly extended into the Business Process Outsourcing (BPO) sector, where he explained industry workflows, client handling processes, and the operational responsibilities shouldered by professionals on a daily basis. These insights helped students clearly visualize how CRM platforms are embedded into routine operations and aligned with industry standards and expectations.

The session concluded with a lively and interactive discussion on the roles and responsibilities of a Customer Care Executive in CRM-related job profiles. Students actively participated, asked thoughtful questions, and clarified their doubts, gaining a realistic understanding of workplace culture, performance expectations, and essential skill sets. The lecture was widely appreciated for its clarity, relevance, and practical orientation. Trainees expressed that the session not only deepened their understanding of CRM but also inspired them to sharpen their communication, problem-solving, and customer service skills—key attributes for building a successful career in the IT–CCE domain. Overall, the event stood out as an insightful and motivating learning experience, reinforcing Don Bosco Tech Society’s commitment to industry-oriented training and holistic student development.