1 |
Reading a chapter in the coursebook |
The basic concepts of customer relationship management |
Lecture & Discussion |
2 |
Reading a chapter in the coursebook |
The components and models of customer relationship management |
Lecture & Discussion |
3 |
Reading a chapter in the coursebook |
Transition to customer relationship management and implementation process |
Lecture & Discussion |
4 |
Reading a chapter in the coursebook |
Elements of customer relationship management |
Lecture & Discussion |
5 |
Reading a chapter in the coursebook |
Communication with customers |
Lecture & Discussion |
6 |
Reading a chapter in the coursebook |
Customer identification, customer selection and customer acquisition |
Lecture & Discussion |
7 |
Reading a chapter in the coursebook |
Customer retention and extention |
Lecture & Discussion |
8 |
- |
MID-TERM EXAM |
- |
9 |
Reading a chapter in the coursebook |
Success and failure in customer relationship management |
Lecture & Discussion |
10 |
Reading a chapter in the coursebook |
Customer satisfaction, customer commitment, customer loyalty |
Lecture & Discussion |
11 |
Reading a chapter in the coursebook |
Customer lifetime value |
Lecture & Discussion |
12 |
Reading a chapter in the coursebook |
Organizational culture and customer relations |
Lecture & Discussion |
13 |
Reading a chapter in the coursebook |
Customer complaint management |
Lecture & Discussion |
14 |
Reading a chapter in the coursebook |
Customer relationship management applications |
Lecture & Discussion |
15 |
Reading a chapter in the coursebook |
Examples of sector applications |
Lecture & Discussion |
16 |
- |
FINAL EXAM |
- |
17 |
- |
FINAL EXAM |
- |