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CUSTOMER RELATIONS MANAGEMENT IN BANKING COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
BAY315	CUSTOMER RELATIONS MANAGEMENT IN BANKING	5	3	3	5

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Reading the related chapters in the book, following the developments, macro-economic data and markets	Concept of personal sale and relational marketing	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
2	Reading the related chapters in the book, following the developments, macro-economic data and markets	Concept of personal sale and relational marketing	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
3	Reading the related chapters in the book, following the developments, macro-economic data and markets	Personal sale	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
4	Reading the related chapters in the book, following the developments, macro-economic data and markets	Personal sale	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
5	Reading the related chapters in the book, following the developments, macro-economic data and markets	Consumer behavior	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
6	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer value, customer satisfaction and loyalty	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
7	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer based measurement methods	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
8	-	MID-TERM EXAM	-
9	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer relations management applications	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
10	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer relations management applications	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
11	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer relations management applications	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
12	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer relations management applications	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
13	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer-oriented performance management	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
14	Reading the related chapters in the book, following the developments, macro-economic data and markets	Communication in customer relations management process, elements of communications, problems in customer communication and reasons	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
15	Reading the related chapters in the book, following the developments, macro-economic data and markets	Customer relations management applications	Narration Method, Discussion Method, Sample Case Method, Interactive web tools
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-