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BSc Home Science Customer Relationship Management PR Syllabus - Mumbai University

This is the Semester 5 syllabus under NEP 2020, in force from the academic year 2026-27. The University still examines the earlier Choice Based papers alongside it — her third-year timetables name that scheme — so check which scheme your exam form names before you revise.

Customer Relationship Management PR Syllabus.pdf
Major elective · Semester 5 · Third Year - Community Resource Management · 2 credits · 50 marks

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Syllabus for Customer Relationship Management PR

Major elective · Semester 5 · Third Year - Community Resource Management · 2 credits · 50 marks

Module I: Introduction to Customer Relationship Management

  • 1 Operational CRM & Customer Experience Practice
  • i CRM lifecycle (acquisition–retention–loyalty)
  • ii Customer database creation
  • iii Data collection tools (forms, feedback, digital)
  • iv Customer segmentation methods
  • v Touch-point mapping
  • vi Customer communication management
  • vii Complaint handling process
  • viii Service quality assessment
  • 2 Practical Activities
  • i Create customer database (spreadsheet/CRM tool)
  • ii Customer profiling & personas
  • iii Segmentation exercise (demographic/behavioural)
  • iv Touch-point journey mapping
  • v Listening & empathy exercises
  • vi Difficult customer simulation
  • vii Email/SMS communication drafting
  • viii Complaint handling role play
  • ix Service quality checklist assessment
  • x Customer experience observation

Module II: Projected and Non Projected Aids

  • 1 Strategic CRM, Analytics & Retention Project
  • i CRM strategy design
  • ii CRM tools & digital platforms
  • iii Customer satisfaction measurement
  • iv Retention & loyalty programs
  • v CRM performance indicators
  • vi CRM implementation issues
  • vii Ethical CRM practices
  • 2 Practical Activities
  • i CRM software demo/practice
  • ii Satisfaction survey design
  • iii Loyalty program design
  • iv Retention strategy planning
  • v CRM metrics calculation (simple)
  • vi CRM audit of an organization
  • vii Ethical CRM case analysis
  • viii Major Project - Students select a business/service (retail, hospitality, clinic, NGO, etc.) and develop:
  • ix Customer profile & segmentation
  • x Customer journey map - Loyalty/retention plan - Communication plan - Satisfaction tool - CRM evaluation
  • ix Final Outputs - Customer profile - CRM plan report - CRM tools set
  • xi Presentation

Text Books:/Reference Books

  • 1 Ashok Kumar, J., Kota Sreenivasa Murthy. (2021). Customer Relationship Management. (n.p.): KY Publications. Baran, R. J., Galka, R. J. (2016). Customer Relationship Management: The Foundation of Contemporary Marketing
  • 2 Strategy. United Kingdom: Taylor & Francis Group.
  • 3 Berndt, A., Brink, A. (2004). Customer Relationship Management and Customer Service. South Africa: Juta Academic.
  • 4 Chakravorti, S. (2023). Customer Relationship Management: Global Approach. United Kingdom: SAGE Publications.
  • 5 Customer Relationship Management: Official Course Material. (2003). Singapore: Paul Publishers Consortium. Education, S. (2013). Customer Relationship Management: The Ultimate Guide to the Efficient Use of
  • 6 CRM. Germany: Vieweg+Teubner Verlag.
  • 7 K. Hari, J. (2025). Salesforce for Beginners: The Ultimate Guide to Mastering CRM for Business Success (Step-by- Step Training for Managing Customers, Sales, and Growth). Germany: epubli.
  • 8 Manjula, S. Customer Relationship Management. (n.d.). (n.p.): Sankalp Publication.
  • 9 Mukerjee, K. (2007). Customer Relationship Management: A Strategic Approach To Marketing. India: Phi Learning. Prior, D. D., Buttle, F., Maklan, S., Prior, D. D. (2023). Customer Relationship Management. (n.p.): Taylor & Francis
  • 10 Group.
  • 11 Roger Baran. Customer Relationship Management. (n.d.). (n.p.): Bookboon.
  • 12 Shainesh, G., Sheth, J. N. (2005). Customer Relationship Management:A Strategic Perspective. India: Macmillan Publishers India Limited.
  • 13 Shanmugasundaram, S. (2008). Customer Relationship Management: Modern Trends and Perspectives. India: PHI Learning.
  • 14 Srivastava Mallika. Customer Relationship Management. (n.d.). (n.p.): Vikas Publishing House.

Reproduced from the University of Mumbai syllabus for B.Sc. (Home Science) under NEP 2020, in force from the academic year 2026-27. Wording is as printed in that syllabus. Module numbering is as printed there too.

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