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CUSTOMER RELATIONSHIP MANAGEMENT COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
HTP214	CUSTOMER RELATIONSHIP MANAGEMENT	4	3	2	5

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Related Reading	Introduction to Customer Relationship Management	Lecture, Question and Answer
2	Related Reading	Communication with Customers and Dimensions	Lecture, Question and Answer, Practice, Discussion Method
3	Related Reading	Customer Loyalty and Quality in Services	Lecture, Question and Answer, Practice, Discussion Method
4	Related Reading	Strategic Approach in Customer Relations	Lecture, Question and Answer, Practice, Discussion Method
5	Related Reading	Customer Acquisition, Retention, and Creating Customer Lifetime Value	Lecture, Question and Answer, Practice, Discussion Method
6	Related Reading	Customer Objections and Complaint Management	Lecture, Question and Answer, Practice, Discussion Method
7	Related Reading	Relationship of Customer Relationship Management with Other Concepts	Lecture, Question and Answer, Practice, Discussion Method
8	-	MID-TERM EXAM	-
9	Related Reading	Customer Relationship Management and E-Commerce	Lecture, Question and Answer, Practice, Discussion Method
10	Related Reading	Measuring Customer Relations	Lecture, Question and Answer, Practice, Discussion Method
11	Related Reading	Customer Relationship Management Industry Practices	Lecture, Question and Answer, Practice, Discussion Method
12	Related Reading	Case Studies	Lecture, Question and Answer, Practice, Discussion Method
13	Related Reading	Case Studies	Lecture, Question and Answer, Practice, Discussion Method
14	Related Reading	Case Studies	Lecture, Question and Answer, Practice, Discussion Method
15	_	An overview	Lecture, Question and Answer
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-