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E-CUSTOMER RELATIONSHIP MANAGEMENT COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
ELT303	E-CUSTOMER RELATIONSHIP MANAGEMENT	5	3	3	5

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Reading lecture notes	CRM- Customer Relations Concept and Features	Lecture, Presentation, Question and Answer
2	Reading lecture notes	Differences between E-CRM Concept and traditional CRM	Lecture, Presentation, Question and Answer
3	Reading lecture notes	The concept of communication and the importance of communication in marketing	Lecture, Presentation, Question and Answer
4	Reading lecture notes	Customer value, customer loyalty and customer focus concepts	Lecture, Presentation, Question and Answer
5	Reading lecture notes	Digital Consumer behavior (consumer perception, attitude, behavior patterns)	Lecture, Presentation, Question and Answer
6	Reading lecture notes	Digital Consumer behavior (models of purchasing behavior)	Lecture, Presentation, Question and Answer
7	Reading lecture notes	Relationship marketing on digital platforms	Lecture, Presentation, Question and Answer
8	-	MID-TERM EXAM	-
9	Reading lecture notes	Strategic CRM management	Lecture, Presentation, Question and Answer
10	Reading lecture notes	E-CRM planning	Lecture, Presentation, Question and Answer
11	Reading lecture notes	Digital Customer Complaint Management	Lecture, Presentation, Question and Answer
12	Reading lecture notes	CRM programları ve uygulamaları	Lecture, Presentation, Question and Answer
13	Reading lecture notes	Customer Satisfaction Studies	Lecture, Presentation, Question and Answer
14	Reading lecture notes	The Concept of Service and Its Importance in Customer Relationships	Lecture, Presentation, Question and Answer
15	Reading lecture notes	General review and evaluation of project work	Lecture, Presentation, Question and Answer
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-