| 1 |
Written-Visual resources |
Course content and subject: introduction of the course. Management: Basic concepts, importance for businesses |
Lecture,Question-Answer |
| 2 |
Research-Homework |
Historical Development of Management / Classical Management Approach |
Lecture,Question-Answer Evaluation of the previous week |
| 3 |
Written-Visual resources |
Historical Development of Management / Neo Classical Management Approach |
Lecture,Video,Question-Answer |
| 4 |
Research |
Historical Development of Management - Modern Management Approach |
Lecture,Question-Answer Evaluation of the previous week |
| 5 |
Literature review |
Business Plan,Benefits of Business Plan |
Lecture,Video,Question-Answer |
| 6 |
Written-Visual resources |
Evaluation of the Business Plan and Organization |
Lecture,Video,Question-Answer |
| 7 |
Literature review |
Customer Relationship Management: Definition, Scope, Importance |
Lecture,Question-Answer Evaluation of the previous week |
| 8 |
- |
MID-TERM EXAM |
- |
| 9 |
Written-Visual resources |
Communication with Customers and Its Dimensions |
Lecture,Video,Question-Answer |
| 10 |
Literature review |
Customer Loyalty and Quality in Services |
Lecture,Question-Answer Evaluation of the previous week |
| 11 |
Research-Homework |
Problems Encountered in Customer Relations and Their Solutions |
Lecture,Video,Question-Answer |
| 12 |
Written-Visual resources |
Customer Acquisition, Retention and Creation of Customer Lifetime Value |
Lecture,Question-Answer Evaluation of the previous week |
| 13 |
Written-Visual resources-Research-Homework |
The Relationship of Customer Relationship Management with Other Concepts |
Lecture,Video,Question-Answer |
| 14 |
Literature review |
Customer Objections and Complaints Management |
Lecture,Question-Answer Evaluation of the previous week |
| 15 |
Written-Visual resources |
Reasons for Failure in Customer Relationship Management |
Lecture,Question-Answerr |
| 16 |
- |
FINAL EXAM |
- |
| 17 |
- |
FINAL EXAM |
- |