Customer Relationship Management (CRM)

Entrepreneurship & Management Excellence Center (EMEC) - IoBM

Customer Relationship Management (CRM)

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Program Overview

Customer Relationship Management (CRM) as a concept refers to the practices, strategies and technologies used to acquire, retain and grow customers through analyzing customer interactions, strengthening customer relationships, making better sense of forecasts and pipelines and managing customer cases and marketing campaigns better. This program tackles the business and technology perspectives of Customer-Centricity, Customer Experience and CRM which are essential to tackle the demands of the present and next generation of hyper-connected and mobile enabled customers.

Program Audience

• Representatives of Commercial, Government, Academic organizations with minimal or no customer-centric growth strategy.
• Middle to upper level leaders of the Sales, Service, Marketing, Strategy, Finance, Technology, HR and Operations divisions of an organization.
• Consultants, advisors, coaches and other influencers to such organizations.
• Representatives of family businesses that wish to set their entities up for long term success with customers.
• Start-up owners and investors who wish to add customer centricity into their product or service offerings.

Session 1Sat, Feb 13,
11 AM – 2 PMIntroduction to customer-centricity, CX and CRM
Session 2Sat, Feb 20
11 AM – 2 PMThe analytics & intelligence of customer data
Session 3Sat, Feb 27,
11 AM – 2 PMCloud and other technology building blocks of modern CRM’s
Session 4Sat, Mar 6,
11 AM – 2 PMThe connected CRM trio of sales, service & marketing
Session 5Sat, Mar 13,
11 AM – 2 PMThe key global/regional/local players in the CRM/CX ecosystem
Session 6Sat, Mar 20,
11 AM – 2 PMThe digital communications aspect of CRM/CX enhancement
Session 7Sat, Mar 27,
11 AM – 2 PMProject Presentations
Session 8Sat, Apr 3,
11 AM – 2 PMProject Presentations

Trainer's Profile

Javaid Iqbal

Javaid Iqbal is a customer-focused digital transformation leader who spent two decades spearheading large-scale business transformation efforts for global Fortune 100 clients and Federal & State and Local governments across North America, Europe & Asia while representing firms like EY, PwC and Salesforce. He is currently the CEO of TransformX and a former professor of Customer Relationship Management at DePaul University (USA). Javaid holds a Bachelor’s degree from Purdue University (USA) and a Master’s degree from Northwestern University (USA). He is a trained Board Director by the Pakistan Institute of Corporate Governance and a mentor at the National Incubation Center.

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Date And Time

(23-01-2021) @ 10:00 (PKT) to
13:00 (PKT)

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Korangi Creek, Karachi, Karachi City, Sindh, Online Event

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