Asia-Pacific Institute of Management (AIM), New Delhi, in collaboration with CATKing, hosted an insightful CAT Strategy Webinar exploring the role of branding, customer relationship management (CRM), and customer loyalty in building and sustaining successful brands.

Featuring Prof. (Dr.) Sanjiv Marwah, Director, Asia-Pacific Institute of Management, and Sumit Singh Gandhi of CATKing, the session examined why even iconic brands can lose relevance in a rapidly evolving marketplace and how businesses can strengthen customer relationships to maintain a competitive advantage.

The discussion highlighted that a brand’s legacy, while valuable, is not enough to guarantee long-term success. Changing consumer expectations, evolving market trends, and increasing competition require brands to continuously innovate, communicate their value, and remain connected with their customers.

A key focus of the webinar was the importance of Customer Relationship Management (CRM) in transforming first-time buyers into loyal customers. By understanding customer needs, delivering personalised experiences, and maintaining meaningful engagement, businesses can build trust and encourage long-term relationships.

The session also explored the branding and CRM strategies that global brands such as Sony should prioritise to remain relevant in an increasingly competitive environment. The discussion emphasised the need to balance established brand identity with innovation, customer-centric strategies, and the ability to adapt to changing market dynamics.

Through practical business perspectives and strategic insights, the webinar encouraged participants to look beyond brand recognition and understand the factors that contribute to sustainable customer loyalty and long-term brand relevance.

The session reinforced an important takeaway: iconic brands are not built on legacy alone; they remain iconic by consistently earning customer trust, adapting to change, and creating meaningful experiences.

Through initiatives such as the CAT Strategy Webinar, Asia-Pacific Institute of Management and CATKing continue to encourage management learning through contemporary business discussions, industry perspectives, and practical insights into branding, marketing, and customer relationship management.