Sem 6
Sem 6
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Textbook(s): Lectures
Course Code Course Title Credits
1. Data Science from Scratch First Principles with Python- Joel Grus O'reilly, 2nd Edition /Week
2. Advancing into Analytics From Excel to Python and R, George Mount, Oreilly, First Edition
USCSP601 Data Science – Practical 1 3
3. Introduction to Machine Learning with Python, Andreas C. Muller, Sarah Guido, Oreilly, First
Edition
Additional Reference(s): Introduction to Excel
1. Doing Data Science, Rachel Schutt and Cathy O’Neil, O’Reilly,2013 Perform conditional formatting on a dataset using various criteria.
2. Mastering Machine Learning with R, Cory Lesmeister, PACKT Publication,2015 Create a pivot table to analyze and summarize data.
3. Hands-On Programming with R, Garrett Grolemund,1st Edition, 2014 1 Use VLOOKUP function to retrieve information from a different worksheet or
4. An Introduction to Statistical Learning, James, G., Witten, D., Hastie, T., Tibshirani, table.
R.,Springer,2015 Perform what-if analysis using Goal Seek to determine input values for desired
output.
Hypothesis Testing
Formulate null and alternative hypotheses for a given problem.
4 Conduct a hypothesis test using appropriate statistical tests (e.g., t-test, chi-
square test).
Interpret the results and draw conclusions based on the test outcomes.
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K-Means Clustering Lectures
Course Code Course Title Credits
Apply the K-Means algorithm to group similar data points into clusters. /Week
8 Determine the optimal number of clusters using elbow method or silhouette
USCS602 Cloud Computing and Web Services 2 3
analysis.
Visualize the clustering results and analyze the cluster characteristics.
Principal Component Analysis (PCA) About the Course: The course "Cloud Computing and Web Services" provides an in-depth
Perform PCA on a dataset to reduce dimensionality. understanding of cloud computing fundamentals and web service technologies. Students will learn
9 Evaluate the explained variance and select the appropriate number of principal about different types of clouds, cloud deployment models, and cloud platforms. They will also explore
components. key concepts of virtualization, security in cloud computing, and popular cloud computing platforms
Visualize the data in the reduced-dimensional space. such as OpenStack and AWS. Through practical exercises and hands-on projects, students will gain the
skills required to design, deploy, and manage cloud-based applications and services.
Data Visualization and Storytelling
Create meaningful visualizations using data visualization tools Course Objectives:
10
Combine multiple visualizations to tell a compelling data story. Understand the basics of cloud computing, including types of clouds, deployment models, and
Present the findings and insights in a clear and concise manner. essential characteristics of cloud platforms.
Explore web services technologies such as SOAP and REST and understand their role in
distributed computing and parallel computing.
Gain proficiency in utilizing virtualization technologies, including creating virtual machines and
managing virtualized environments using tools like KVM and oVirt.
Explore and utilize popular cloud computing platforms such as OpenStack and AWS to
architect, deploy, and manage cloud-based applications and services.
Learn about cloud security fundamentals, including confidentiality, integrity, availability, and
secure development practices.
Learning Outcomes:
After successful completion of this course, students would be able to
Demonstrate a comprehensive understanding of cloud computing concepts, including different
types of clouds and their characteristics.
Implement and utilize web service technologies, such as SOAP and REST, to develop
distributed and parallel computing applications.
Design, deploy, and manage cloud-based applications and services using popular cloud
computing platforms such as OpenStack and AWS.
Apply secure development practices and implement cloud security policies to ensure the
confidentiality, integrity, and availability of cloud software solutions.
Utilize virtualization technologies to create and manage virtualized environments, considering
the benefits and drawbacks of virtualization.
Topics No of
Unit
Lectures
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Cons of Virtualization. Virtualization using KVM, Creating virtual Lectures
Course Code Course Title Credits
machines, oVirt - management tool for virtualization environment. /Week
Introduction to Cloud Computing: USCSP602 Cloud Computing and Web Services – Practical 1 3
OpenStack: Introduction to OpenStack, OpenStack test-drive, Basic Using AWS Flow Framework develop application that includes a simple workflow.
III OpenStack operations, OpenStack CLI and APIs, Tenant model operations, 15 9 Workflow calls an activity to print hello world to the console. It must define the basic
Quotas, Private cloud building blocks, Controller deployment, Networking usage of AWS Flow Framework, including defining contracts, implementation of
deployment, Block Storage deployment, Compute deployment, deploying activities and workflow coordination logic and worker programs to host them
and utilizing OpenStack in production environments, Building a production 10 Implementation of Openstack with user and private network creation.
environment, Application orchestration using OpenStack Heat
AWS: Architecting on AWS, Building complex solutions with Amazon
Virtual Private Cloud (Amazon VPC)
Textbook(s):
1. Java Web Services Up and Running 2nd edition, Martin Kalin, O’Reilly (2013)
2. Pro Power Shell for Amazon Web Services, Brian Beach, Apress, 2014
3. Enterprise Cloud Computing Technology, Architecture, Applications, Gautam Shroff,
Cambridge University Press, 2010
4. Mastering Cloud Computing, Rajkumar Buyya, Christian Vecchiola, S Thamarai Selvi, Tata
McGraw Hill Education Private Limited, 2013
5. OpenStack in Action, V. K. CODY BUMGARDNER, Manning Publications Co, 2016
Additional Reference(s):
1. OpenStack Essentials, Dan Radez, PACKT Publishing, 2015 2
2. OpenStack Operations Guide, Tom Fifield, Diane Fleming, Anne Gentle, Lorin Hochstein,
Jonathan Proulx, Everett Toews, and Joe Topjian, O'Reilly Media, Inc., 2014
3. https://www.openstack.org
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Lectures Characteristics and Challenges of Ad-hoc Networks in WSNs, Energy
Course Code Course Title Credits
/Week Efficiency Considerations in Ad-hoc Networks, Security and Privacy in
Ad-hoc Networks, Examples of WSN OS, Ad-hoc Network.
USCS6031 Wireless Sensor Networks 2 3
Medium Access Control Protocol: Fundamentals of MAC Protocols,
Sensor-MAC Case Study
About the Course: This course provides a comprehensive understanding of Wireless Sensor Networks
Routing in WSN: Routing Challenges and Design Issues in Wireless
(WSNs) and their applications. It covers the fundamental concepts, architectural elements, advantages,
II Sensor Networks, , IEEE 802.15.4 LR-WPANs Standard Case Study, 15
and challenges of WSNs. Students will explore sensor node technology, network architecture,
Routing Strategies in Wireless Sensor Networks,
optimization goals, and design principles for WSNs. The course also delves into wireless transmission,
telecommunication systems, and introduces the concepts of WSN operating systems and ad-hoc Transport Control Protocol: Traditional Transport Control Protocols,
networks. Through practical examples and case studies, students will gain hands-on experience in Transport Protocol Design Issues, WSN Middleware Architecture
medium access control protocols, routing strategies, transport control protocols, and WSN middleware
Wireless Transmission: Frequency for radio transmission, Signals,
architecture.
Antennas, Signal propagation, Multiplexing, Modulation, Spread spectrum,
Course Objectives: Cellular systems.
Provide students with a comprehensive understanding of Wireless Sensor Networks (WSNs), Telecommunication, Satellite and Broadcast Systems: Satellite and
including their basic architectural elements, advantages, and challenges. III Broadcast Systems: GSM: Mobile services, System architecture, Radio 15
Introduce students to the key technologies and protocols used in WSNs, such as medium access interface, Protocols, Localization And Calling, Handover, security, New
control (MAC) protocols, routing strategies, and transport control protocols. data services; DECT: System architecture, Protocol architecture; ETRA,
UMTS and IMT- 2000. Satellite Systems: History, Applications, Basics:
Familiarize students with wireless transmission principles and telecommunication systems
GEO, LEO, MEO; Routing, Localization, Handover.
relevant to WSNs, including frequency, signals, antennas, and satellite systems.
Develop students' practical skills in designing and implementing WSN solutions by exploring Textbook(s):
WSN operating systems, ad-hoc networks, and optimization goals. 1. Wireless Sensor Networks Technology, Protocols, and Applications ,Kazem Sohraby, Daniel
Minoli and TaiebZnati, John Wiley & Sons, 2017
Learning Outcomes: 2. Protocols and Architectures for Wireless Sensor Network, Holger Kerl, Andreas Willig, John
After successful completion of this course, students would be able to Wiley and Sons, 2015
Additional Reference(s):
Understand the fundamental concepts, architectural elements, and optimization goals of
Wireless Sensor Networks (WSNs) and apply this knowledge to analyze and design WSN 1. Fundamentals of Wireless Sensor Networks, Theory and Practice, Waltenegus Dargie, Christian
Poellabauer , Wiley Series on wireless Communication and Mobile Computing, 2011
solutions. 2. Networking Wireless Sensors, Bhaskar Krishnamachari , Cambridge University Press, 2005
Evaluate and compare different medium access control protocols and routing strategies in
WSNs, and make informed decisions to ensure efficient and reliable communication.
Demonstrate knowledge of wireless transmission technologies, such as frequency, signals,
antennas, and propagation, and analyze their impact on WSN performance.
Assess the role of telecommunication systems, satellite, broadcast systems in WSNs, and
understand their applications and implications for WSN deployments.
Topics No of
Unit
Lectures
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Lectures Lectures
Course Code Course Title Credits Course Code Course Title Credits
/Week /Week
1 Understanding the Sensor Node Hardware. (For Eg. Sensors, Nodes(Sensor mote), Base About the Course: This course introduces the principles, techniques, and technologies underlying
Station,Graphical User Interface.)
information retrieval (IR) systems. Students will explore the fundamental concepts of document
Exploring and understanding TinyOS computational concepts: - Events, Commands indexing, storage, and retrieval, as well as advanced topics such as retrieval models, text categorization,
2 and Task. web information retrieval, and evaluation techniques. Through a combination of theoretical study,
- nesC model practical exercises, and reference to industry-standard books, students will gain a solid foundation in the
- nesC Components
field of information retrieval.
Understanding TOSSIM for
3 - Mote-mote radio communication Course Objectives:
- Mote-PC serial communication To understand the fundamental principles and components of information retrieval systems.
To explore various techniques for document indexing, storage, and retrieval.
4 Create and simulate a simple adhoc network
To analyze and compare different retrieval models and understand their strengths and
5 Understanding, Reading and Analyzing Routing Table of a network. limitations.
To gain practical experience in implementing and evaluating information retrieval systems.
Create a basic MANET implementation simulation for Packet animation and Packet
6
Trace To explore advanced topics in information retrieval, such as web information retrieval and
machine learning techniques.
7 Implement a Wireless sensor network simulation.
Learning Outcomes:
8 Create MAC protocol simulation implementation for wireless sensor Network.
After successful completion of this course, students would be able to
9 Simulate Mobile Adhoc Network with Directional Antenna Explain the key components and principles of information retrieval systems.
Apply indexing, storage, and retrieval techniques to efficiently retrieve relevant documents.
Create a mobile network using Cell Tower, Central Office Server, Web browser and
10
Web Server. Simulate connection between them Compare and contrast different retrieval models and select appropriate models for specific
search scenarios.
Develop practical skills in implementing and evaluating information retrieval systems.
Demonstrate an understanding of advanced topics in information retrieval, including web search
and machine learning techniques.
Topics No of
Unit
Lectures
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Performance Evaluation: Evaluation metrics: precision, recall, F-measure, Lectures
Course Code Course Title Credits
average precision, Test collections and relevance judgments, Experimental /Week
design and significance testing
USCSP6032 Information Retrieval – Practical 1 3
Advanced Topics in Information Retrieval
Text Categorization and Filtering: Text classification algorithms: Naive Document Indexing and Retrieval
Bayes, Support Vector Machines, Feature selection and dimensionality
1 Implement an inverted index construction algorithm.
reduction, Applications of text categorization and filtering
Build a simple document retrieval system using the constructed index.
Text Clustering for Information Retrieval: Clustering techniques: K-
Retrieval Models
means, hierarchical clustering, Evaluation of clustering results, Clustering
for query expansion and result grouping Implement the Boolean retrieval model and process queries.
2
Implement the vector space model with TF-IDF weighting and cosine
II Web Information Retrieval: Web search architecture and challenges, 15
similarity.
Crawling and indexing web pages, Link analysis and PageRank algorithm
Spelling Correction in IR Systems
Learning to Rank: Algorithms and Techniques, Supervised learning for
3 Develop a spelling correction module using edit distance algorithms.
ranking: RankSVM, RankBoost, Pairwise and listwise learning to rank
Integrate the spelling correction module into an information retrieval system.
approaches Evaluation metrics for learning to rank
Link Analysis and its Role in IR Systems: Web graph representation and Evaluation Metrics for IR Systems
link analysis algorithms, HITS and PageRank algorithms, Applications of Calculate precision, recall, and F-measure for a given set of retrieval results.
4
link analysis in IR systems Use an evaluation toolkit to measure average precision and other evaluation
metrics.
Advanced Topics in Information Retrieval
Text Categorization
Crawling and Near-Duplicate Page Detection: Web page crawling Implement a text classification algorithm (e.g., Naive Bayes or Support Vector
techniques: breadth-first, depth-first, focused crawling, Near-duplicate page 5
Machines).
detection algorithms, Handling dynamic web content during crawling
Train the classifier on a labelled dataset and evaluate its performance.
Advanced Topics in IR: Text Summarization: extractive and abstractive
Clustering for Information Retrieval
methods, Question Answering: approaches for finding precise answers,
Implement a clustering algorithm (e.g., K-means or hierarchical clustering).
Recommender Systems: collaborative filtering, content-based filtering 6
III 15 Apply the clustering algorithm to a set of documents and evaluate the clustering
Cross-Lingual and Multilingual Retrieval: Challenges and techniques for results.
cross-lingual retrieval, Machine translation for IR, Multilingual document
representations and query translation, Evaluation Techniques for IR Web Crawling and Indexing
Systems 7 Develop a web crawler to fetch and index web pages.
Handle challenges such as robots.txt, dynamic content, and crawling delays.
User-based evaluation: user studies, surveys, Test collections and
benchmarking, Online evaluation methods: A/B testing, interleaving Link Analysis and PageRank
experiments 8 Implement the PageRank algorithm to rank web pages based on link analysis.
Apply the PageRank algorithm to a small web graph and analyze the results.
Textbook(s):
1. Ricardo Baeza-Yates and Berthier Ribeiro-Neto, ―Modern Information Retrieval: The Learning to Rank
Concepts and Technology behind Search, Second Edition, ACM Press Books 9 Implement a learning to rank algorithm (e.g., RankSVM or RankBoost).
2. C. Manning, P. Raghavan, and H. Schütze, ―Introduction to Information Retrieval, Cambridge Train the ranking model using labelled data and evaluate its effectiveness.
University Press
Advanced Topics in Information Retrieval
Additional Reference(s):
Implement a text summarization algorithm (e.g., extractive or abstractive).
1. Ricci, F, Rokach, L. Shapira, B. Kantor, ―Recommender Systems Handbook‖, First Edition. 10
2. Bruce Croft, Donald Metzler, and Trevor Strohman, Search Engines: Information Retrieval in Build a question-answering system using techniques such as information
Practice, Pearson Education. extraction
3. Stefan Buttcher, Charlie Clarke, Gordon Cormack, Information Retrieval: Implementing and
Evaluating Search Engines, MIT Press.
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Lectures Implications of Data Mining, Overview of Applications of Data Mining.
Course Code Course Title Credits
/Week
Data Preprocessing: Data Processing prerequisites, Attributes and Data
USCS6041 Data Mining & Warehousing 2 3 types, Statistical descriptions of data, Distance and similarity measures,
Need for Preprocessing, Handling Missing data, Data Cleaning, Data
Integration, Data Reduction, Data Transformation and Data Discretization.
About the Course: The course covers data warehousing, data mining, association rule mining, Association Rules Mining: Problem Definition, Frequent item set
classification and prediction, and clustering. Students will learn about OLAP and OLTP, multi- generation, The APRIORI Principle, Support and confidence measures,
Association rule generation: APRIORI algorithm, FP-Growth Algorithms,
dimensional data models, measures, concept of hierarchy, and data warehouse architecture. They will
Compact Representation of Frequent item Set: Maximal Frequent item set,
also explore different data mining functionalities. The course covers classification methods, prediction closed frequent item set.
techniques, and classifier accuracy assessment. Students will learn various clustering methods and their
applications to different data types, such as time-series data, text databases, and web mining. Classification And Prediction: Definition of classification, Model
construction, Model Usage, Choosing algorithm, Decision tree Induction,
Course Objectives: Information gain, gain ratio, gini index, Bayesian Classification, Bayes
Understand the concept and framework of data warehousing and differentiate between OLAP Theorem, Naïve Bayes classifier, Linear Regression, Non-linear
and OLTP. Regression, Logistic Regression.
Gain knowledge of data mining techniques and their applications in knowledge discovery. Validating Model: Measuring performance of classifiers, Precision,
III 15
Acquire skills in data preprocessing, including handling missing data, cleaning, integration, and Recall, F-measure, confusion matrix, cross-validation, Bootstrap.
transformation. Clustering: Types of data, Categorization of major clustering methods, K-
Apply association rules mining algorithms such as APRIORI and FP-Growth to discover means partitioning methods, Hierarchical methods, Density-based methods,
frequent item sets. Grid-based methods, Model-based clustering methods, Outlier analysis,
Mining Time-Series and Sequence Data, Mining Text Databases, Mining
Learning Outcomes: the World Wide Web.
After successful completion of this course, students would be able to
Textbook(s):
Explain the purpose and components of a data warehouse and differentiate it from transactional
1. Data Warehousing : Design, Development And Best Practices by Soumendra Mohanty
databases.
(Author), Tata McGraw Hill Education (Publisher).
Perform OLAP operations on a multidimensional data model to analyze and query data. 2. Jiawei Han, Michelin Kamber, “Data Mining-Concepts and techniques”, Morgan Kaufmann
Implement data preprocessing techniques to address missing data and prepare the data for Publishers, Elsevier, 3nd Edition.
mining. 3. Alex Berson, Stephen J.Smith, “Data warehousing Data mining and OLAP”, Tata McGraw-
Apply association rules mining algorithms to discover patterns and relationships in large Hill, 2nd Edition.
datasets. Additional Reference(s):
1. Arum K Pujari, “Data Mining Techniques”, 3rd Edition, Universities Press, 2005
2. PualrajPonnaiah, Wiley, “Data Warehousing Fundamentals”, Student Edition, 2004.
Topics No of 3. Ralph Kimball, Wiley, “The Data warehouse Life Cycle Toolkit”, Student Edition, 2006.
Unit
Lectures
Page 46 of 65 Page 47 of 65
Lectures Lectures
Course Code Course Title Credits Course Code Course Title Credits
/Week /Week
Perform different operations of extraction, transformation, and loading (ETL) processes About the Course: This course provides an in-depth exploration of ethical hacking and penetration
1
on a sample dataset using PowerBI. testing methodologies. Students will learn about hacking technology types, the phases of ethical
hacking, footprinting, social engineering, system hacking, web server and application vulnerabilities,
Integrate data from multiple sources by merging and transforming datasets using
2 wireless hacking, and more. The course emphasizes hands-on lab exercises and real-world scenarios to
Python's pandas library and data manipulation techniques. develop practical skills in identifying and mitigating security vulnerabilities.
Apply feature selection techniques like variance thresholding and correlation analysis Course Objectives:
3
using Python's scikit-learn library to reduce dimensionality in a dataset. Understand the terminology and concepts related to ethical hacking and penetration testing.
Explore various hacking technologies and the skills required to become an ethical hacker.
Discretize continuous variables and create concept hierarchies for categorical variables
4 Learn the different phases involved in ethical hacking and the methodologies used in
in a market basket dataset using Python's pandas library.
penetration testing.
Implement the Apriori algorithm in Python to mine frequent itemsets from a retail Gain knowledge of common hacking techniques, such as footprinting, scanning, enumeration,
5 and session hijacking.
transaction dataset and extract association rules.
Develop proficiency in identifying and exploiting vulnerabilities in web servers, web
Build a decision tree classifier using Python's scikit-learn library to predict customer applications, and wireless networks.
6
churn based on historical data.
Learning Outcomes:
Implement a Naive Bayes classifier in Python using scikit-learn to classify emails as After successful completion of this course, students would be able to
7 Apply ethical hacking methodologies to conduct comprehensive security assessments and
spam or non-spam based on their content.
penetration tests.
Implement a linear regression method to make predictions based on the sample data Perform effective footprinting and reconnaissance techniques to gather critical information
8
set using Python. about target systems.
Identify and exploit vulnerabilities in various network and system components using
Implement a logistic regression method to make predictions based on the sample data
9 appropriate tools and techniques.
set using Python. Evaluate the security posture of web servers, web applications, and wireless networks, and
Implement K-means clustering algorithm in Python using scikit-learn to group recommend appropriate countermeasures.
10
customers based on their purchasing behavior. Demonstrate an understanding of ethical and legal considerations in conducting ethical hacking
activities and adhere to professional codes of conduct.
No of
Unit Topics
Lectures
Network Traffic Capture and DoS Attack with Wireshark and Nemesy
Network Traffic Capture:
5 o Use Wireshark to capture network traffic on a specific network
interface.
o Analyze the captured packets to extract relevant information and
Page 50 of 65 Page 51 of 65
identify potential security issues. Lectures
Course Code Course Title Credits
Denial of Service (DoS) Attack: /Week
o Use Nemesy to launch a DoS attack against a target system or network.
USCS6051 Customer Relationship Management 2 3
o Observe the impact of the attack on the target's availability and
performance.
Persistent Cross-Site Scripting Attack About the Course: This course on Customer Relationship Management (CRM) provides an in-depth
Set up a vulnerable web application that is susceptible to persistent XSS understanding of the principles, strategies, and tools necessary for managing customer relationships
attacks. effectively. Students will explore the various forms of CRM and its impact on business performance.
6 Craft a malicious script to exploit the XSS vulnerability and execute arbitrary Additionally, the course covers customer acquisition, retention, and the measurement of customer-
code. perceived value. Students will also gain insights into strategic and operational CRM, including customer
Observe the consequences of the attack and understand the potential risks portfolio management, marketing automation, and service automation. The course concludes with an
associated with XSS vulnerabilities. examination of analytical CRM and the implementation of CRM strategies through real-life case
studies.
Session Impersonation with Firefox and Tamper Data
Install and configure the Tamper Data add-on in Firefox. Course Objectives:
7 Intercept and modify HTTP requests to impersonate a user's session. To provide students with a comprehensive understanding of CRM concepts, theories, and
Understand the impact of session impersonation and the importance of session models.
management. To equip students with the knowledge and skills to manage the customer journey, including
customer acquisition and retention.
SQL Injection Attack To explore the factors that contribute to customer-perceived value and the role of CRM in
Identify a web application vulnerable to SQL injection. enhancing the customer experience.
8 Craft and execute SQL injection queries to exploit the vulnerability. To familiarize students with strategic and operational CRM approaches, including customer
Extract sensitive information or manipulate the database through the SQL portfolio management and marketing automation.
injection attack. To introduce students to the analytical aspects of CRM, including data management, analytics
Creating a Keylogger with Python for strategy and tactics, and the implementation of CRM systems.
Write a Python script that captures and logs keystrokes from a target system. Learning Outcomes:
9 Execute the keylogger script and observe the logged keystrokes. After successful completion of this course, students would be able to
Understand the potential security risks associated with keyloggers and the Students will be able to define and explain the various forms of CRM and their relevance to
importance of protecting against them. business contexts.
Exploiting with Metasploit (Kali Linux) Students will acquire the skills to manage the customer journey effectively, including
Identify a vulnerable system and exploit it using Metasploit modules. implementing customer acquisition and retention programs.
Gain unauthorized access to the target system and execute commands or extract Students will understand the importance of customer-perceived value and its impact on
10 customer satisfaction, loyalty, and business performance.
information.
Understand the ethical considerations and legal implications of using Students will be able to apply strategic and operational CRM approaches, such as customer
Metasploit for penetration testing. portfolio management and marketing automation, to enhance organizational effectiveness.
Students will develop proficiency in analytical CRM techniques, including data management,
analytics for strategy and tactics, and the successful implementation of CRM systems. They will
also be able to analyze and draw insights from real-life case studies and success stories related
to CRM.
Topics No of
Unit
Lectures
Page 52 of 65 Page 53 of 65
relationships, Relationship Quality, Customer life-time value, Customer
satisfaction, loyalty and business performance, Relationship management
theories, Benefits of CRM
Managing the customer journey: customer acquisition, Portfolio
purchasing, Prospecting, Key performance indicators of customer
acquisition programs, Operational CRM tools that help customer
acquisition, Customer retention, Economics and Strategies of customer
retention, Key performance indicators of customer retention programs.
Managing customer-experienced value: Understanding value, modeling
customer-perceived value, its sources, Customization, Value through the
marketing mix, Customer Experience concepts, Service marketing, Total
quality management, relationship management, CRM's influence on CX,
How CRM software applications influence customer experience
Analytical CRM
Textbook(s):
1. Customer Relationship Management Concepts and Technologies, Francis Buttle, Stan Maklan,
Routledge Taylor and Francis Group, 2019
2. Jagdish N Sheth, Parvatiyar Atul, G Shainesh, Customer Relationship Management- Emerging
Concepts, Tools and Applications, 2017
3. Anderrson Kristin , Carol Kerr, Customer Relationship Management, Tata McGraw-Hill, 2017
Additional Reference(s):
1. V. Kumar & Werner J., CUSTOMER RELATIONSHIP MANAGEMENT, Willey India, 2008
2. S. Shanmugasundaram, CUSTOMER RELATIONSHIP MANAGEMENT, Prentice Hall of
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