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ISTANBUL GELİŞİM UNIVERSITY INFORMATION SYSTEM

CUSTOMER RELATIONSHIP MANAGEMENT COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code Name of the Course Unit Semester In-Class Hours (T+P) Credit ECTS Credit
LJP156 CUSTOMER RELATIONSHIP MANAGEMENT 2 2 2 4

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week Preparatory Topics(Subjects) Method
1 Reading Lecture Notes Introduction to Customer Relationship Management Lecture, Discussion
2 Reading Lecture Notes Communication with Customers and Its Dimensions Lecture, Discussion
3 Reading Lecture Notes Customer Loyalty and Quality in Services Lecture, Discussion
4 Reading Lecture Notes Strategic Approach to Customer Relations Lecture, Discussion
5 Reading Lecture Notes Customer Acquisition, Retention and Creation of Customer Lifetime Value Lecture, Discussion
6 Reading Lecture Notes Customer Objections and Complaint Management Lecture, Discussion
7 Reading Lecture Notes The Relationship of Customer Relationship Management with Other Concepts Lecture, Discussion
8 - MID-TERM EXAM -
9 Reading Lecture Notes Customer Relationship Management and E-Commerce Lecture, Discussion
10 Reading Lecture Notes Measuring Customer Relationships Lecture, Discussion
11 Reading Lecture Notes Customer Relationship Management Industry Applications Lecture, Discussion
12 Reading Lecture Notes Customer Relationship Management Industry Applications Lecture, Discussion
13 Reading Lecture Notes Case Studies in Global Businesses Lecture, Discussion
14 Reading Lecture Notes Case Studies in National Enterprises Lecture, Discussion
15 Reading Lecture Notes General Evaluation Lecture, Discussion
16 - FINAL EXAM -
17 - FINAL EXAM -