Description
Vertical – 2 : Minor
Industry & Service Management – III
(Project & Customer Relationship Management)
S.Y.B.Com. (Management Studies) – Semester IV
Syllabus As Per NEP 2020 Academic Year 2025-26
Module 1 : Foundations of Project Management and CRM 15 Hours
1. Concepts of Project Management, Features and Need for Project Management, Principles of Project Management, Project Life Cycle and Methodologies
2. Concept of Customer Relationship Management, Core Principles, Importance, and the Evolution of CRM, Types of CRM
3. Relation in Project Management and CRM, Role of Project Manager, Role of Consultants in Project Management and CRM
4. Customer-Centric Project Management, Effect of Project Decisions on Customer Data, The Role of Projects in Implementing CRM Strategies
Module 2 : CRM Strategies for Project Success 15 Hours
1. Customer Needs Analysis, Techniques for Gathering and Understanding Customer Requirements in Projects, Stakeholder Management
2. Sales Force Automation, Customer Service and Support, Customer Data Management
3. Emerging CRM Technologies, Effective Communication Strategies for Managing Customer Expectations and Project Planning
4. Building Strong Customer Relationships, Techniques for Fostering Trust, Managing Conflict, and Enhancing Customer Loyalty Throughout the Project
Module 3 : Project Management for CRM Implementation 15 Hours
1. Defining CRM Project Goals and Objectives, Developing a CRM Implementation Plan, Resource Allocation and Budgeting
2. Managing CRM Project Timelines and Deliverables, Tracking Project Progress and Performance, Addressing Project Challenges and Risks
3. Customer Feedback and Expectations During Project Execution, Change Management Within CRM Project Implementation
4. Identifying and Mitigating Risks Associated with CRM Implementation, Proper Communication with Customers During Project Phases
Module 4 : Advanced CRM Strategies and Project Optimization 15 Hours
1. E-CRM : Concept – Features of e-CRM – Benefits of e-CRM – Social Networking and CRM – Mobile CRM – CRM v/s Digital Marketing – CRM in Service Industry in India
2. Customer Segmentation and Targeting, Customer Lifetime Value Analysis, Data Mining and Predictive Analytics, Using Analytical CRM Data to Optimize Future Projects
3. Enhancing Customer Satisfaction and Loyalty, Personalized Customer Interactions, Using CRM Data to Improve Customer Experience (CX)
4. Measuring CRM Project Success and ROI, Lessons Learned and Best Practices, Measuring CRM Project Success, Future Trends in CRM and Project Management
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