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Management Conclave 2019

Feb 1, 2019

Management Conclave 2019

TAPMI School of Business organized Management conclave on 1st Feb 2019. The conclave theme was on Endearing Customers and Rethinking Business. The session started with the lighting of the lamp by Dr. G.K Prabhu (President MUJ), Prof. Chattopadhyay (Dean, &C), Mr. C.D Srinivasan Banking Ombudsman, Reserve Bank of India, Mr. Akash Kumar (Senior Vice President, Axis Bankand Ms Jermina Menon (VP, Virtuous Retail, Bangalore) followed by a welcome speech by Dr. Sarkar (Associate professor TSBMUJ).

Dr. G.K Prabhu President, MUJ gave the Inaugural address by welcoming all dignitaries and emphasized on changing in focus more in renewable source of energy and helping the environment to sustain and grow in . The inaugural address followed by speech by Prof Nilanjan Chattopadhyay. He talked about the various techniques to retain customer, the future of entrepreneurship, strategies that should be taken under consideration to grow in .

Mr C.D Srinivasan (Banking Ombudsman, RBI) shared the relevance of grievance handling of common people regarding various complains with the banks. He explained the role of RBI in handling of such . If is not satisfied with of a bank he is allowed to drop his complaint in RBI Ombudsman. He shared that there are 21 ombudsman serving to protect the interest of . The next speaker was Mr Deepak Mehrotra Head (Fraud Risk), Apollo Munich Health Insurance who shared his knowledge about risk taking capability in today's scenario. He that a person can't avoid risk, it can minimize only. Risk is not about money. 'You take , you face consequences and you learn'. He also emphasized on calculated risk to grow. 

The second half conclave was on a paetween Jermina Menon (VP, Virtuous Retail, Bangalore), Dilnawaz Khan, Amit Jain(Pofessor TSB,MJ), Ankita Singh(SudentSB) and Nilaanjan Chattopadhyay (Dean, F&C). Mr. , being the moderator for the event started the discussion throwing light on the polarity of the panel - on one hand we have an Expert on the other we have a student - who is about to start her career. On one hand, there is a marketing genius and the other we had an engineer who understands business.

Dr. Amit Jain discussed how we can provide emotional benefit to the customer as it is quintessential in today's industry. Menon takes a modern retail perspective on the endearing customers, bridging the gap between expectations and reality of customer service and the social media being an outlet for customer complaints. She talked about how personalization works - even if it is just by giving a personalized message milestone birthdays. KhanFounder, Codesign Labs), the third speaker for the day talked about his serial career. He talks about his company- Codesign labs and the problems that he faces on a day to day basis. He said that one has to absolutely in love with the customer's problem and be obsessed to solve it.

Ankita SinghStudent TSB) talks about the perks that are given to the employees who are internal customer. She talked about employee satisfaction which is the stepping stone to customer satisfaction at large.

After the panel discussion, there was by Ms Nidhi LauriaCEO, Airtel Rajasthan Circle). She emphasizes on creating consumer persona, a big principle to help retain and grow customers. She brings into perspective the use of digital media for flourishing of business and connecting customers at . She emphasized on asking the customer, whenever in doubt. She then talks about clusters of customers, segmentation and targeting according to the local languages and customs.

The next principle she discussed is about the primary customers and secondary customers. Secondary customers being the employees who need to be taken care of before the external customer come into play.

After her session was the session of Mr. G. (CEO Manipal ). He discussed the advantages of customer relationship management (CRM). And the components which help to build CRM which includes sales, quality, support, service. Putting the customer as their priority and understanding the customer expectation.

There student interaction who shared their summer internship experience with of the students. The enlightening event concluded with vote of thanks by Dr. Sankersan Sarkar (Associate professor TSB, MUJ).