TR EN

CUSTOMER RELATIONSHIP MANAGEMENT COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code Name of the Course Unit Semester In-Class Hours (T+P) Credit ECTS Credit
YBS318 CUSTOMER RELATIONSHIP MANAGEMENT 5 3 3 5

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY

Week Preparatory Topics(Subjects) Method
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 -