| 1 |
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Introduction to Customer Relationship Management (CRM) |
Face to Face |
| 2 |
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Defining Customer Relations |
Face to Face |
| 3 |
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Relational Marketing Approach |
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| 4 |
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Customer Concept and Defining Customer Needs and Needs |
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| 5 |
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Planning and Implementation of Customer Relations Projects |
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| 6 |
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Customer Portfolio Management |
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| 7 |
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Value Creation Process for Customers |
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| 8 |
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MID-TERM EXAM |
- |
| 9 |
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Customer Acquisition and Retention |
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| 10 |
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Customer Information and Customer Pyramid Analysis |
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| 11 |
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Customer Relationship Measurement Analysis |
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| 12 |
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Customer Retention and Development Strategies |
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| 13 |
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Management of Supplier and Partnership Relations |
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| 14 |
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Customer Relations Information Technologies Use and Objectives |
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| 15 |
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Contributing to Customer Complaints Management |
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| 16 |
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FINAL EXAM |
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| 17 |
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FINAL EXAM |
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