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ISTANBUL GELİŞİM UNIVERSITY INFORMATION SYSTEM

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 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
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 - MID-TERM EXAM -
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 -