As part of the MBA IV Semester curriculum for the subject Customer Relationship Management (CRM), an educational visit was organised to Welcomhotel Belagavi, a part of the ITC Hotels Group, on 2nd June 2025. The objective of the visit was to provide students with practical insights into how CRM strategies are implemented in the hospitality industry.

A total of 35 students participated in this guided industry exposure. The session focused on key aspects such as customer engagement, loyalty management, service customisation, feedback mechanisms, and the use of technology in delivering superior customer experiences. The hotel’s team graciously hosted the students and shared valuable insights on how guest expectations are met and exceeded through personalised service and well-structured CRM systems.

The students interacted with the hotel staff, raised questions, and observed various customer touchpoints in action. This exposure helped them understand how theoretical CRM concepts are translated into daily operations in a real-world setting.

The visit was not only part of the Continuous Internal Evaluation (CIE) but also a significant step in linking classroom learning with industry practice. It inspired students to think more critically about customer-centric business models and the importance of relationship-building in service sectors.