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CUSTOMER RELATIONSHIP COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
SBP217	CUSTOMER RELATIONSHIP	3	2	2	4

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Literature review, question and answer	Introduction to Customer Relationship Management (CRM)	Theoretical, slide
2	Literature review, question and answer	Defining Customer Relations	Theoretical, slide
3	Literature review, question and answer	Relational Marketing Approach	Theoretical, slide
4	Literature review, question and answer	Customer Concept and Defining Customer Needs and Needs	Theoretical, slide
5	Literature review, question and answer	Planning and Implementation of Customer Relations Projects	Theoretical, slide
6	Literature review, question and answer	Customer Portfolio Management	Theoretical, slide
7	Literature review, question and answer	Value Creation Process for Customers	Theoretical, slide
8	-	MID-TERM EXAM	-
9	Literature review, question and answer	Müşteri Kazanma ve Tutma	Theoretical, slide
10	Literature review, question and answer	Customer Information and Customer Pyramid Analysis	Theoretical, slide
11	Literature review, question and answer	Customer Relationship Measurement Analysis	Theoretical, slide
12	Literature review, question and answer	Customer Retention and Development Strategies	Theoretical, slide
13	Literature review, question and answer	Management of Supplier and Partnership Relations	Theoretical, slide
14	Literature review, question and answer	Customer Relations Information Technologies Use and Objectives	Theoretical, slide
15	Literature review, question and answer	Contributing to Customer Complaints Management	Theoretical, slide
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-