| 1 |
Reading |
Introduction to the goals and syllabus of the course. Informing on the main and supplementary sources to be used in the course, the assessment and evaluation system. General Information about Customer Relations Management |
Presentation/Lecture & Question and Answer & Discussion |
| 2 |
Reading |
What is Customer Relations Management? Historical Development of It |
Presentation/Lecture & Question and Answer & Discussion |
| 3 |
Reading |
Basic Concepts in Customer Relations Management (Customer, Communication, Management, Organizational Culture |
Presentation/Lecture & Question and Answer & Discussion |
| 4 |
Reading |
Relations between Customer Relations and Customer Based Marketing |
Presentation/Lecture & Question and Answer & Discussion |
| 5 |
Reading |
Communication Types and Tools with Customers |
Presentation/Lecture & Question and Answer & Discussion |
| 6 |
Reading |
What are Dimensions of Customer Relations Management? (Total Quality Management, Customer Lifetime Value, Loyal Customer Value) |
Presentation/Lecture & Question and Answer & Discussion |
| 7 |
Reading |
Gaining new customer and customer retention methods in Customer Relations Management |
Presentation/Lecture & Question and Answer & Discussion |
| 8 |
- |
MID-TERM EXAM |
- |
| 9 |
Reading |
General Revision |
Presentation/Lecture & Question and Answer & Discussion |
| 10 |
Reading |
Evaluating questions in the mid-term exam and
effects of developments in technology on Customer Relations Management (Data, Big Data, Data Warehouse, Data Mining) Industry 4.0) |
Presentation/Lecture & Question and Answer & Discussion |
| 11 |
Reading |
Customer Relations Management and Portfolio Management Samples, Problems confronted in Customer Relations Management and solutions for them |
Presentation/Lecture & Question and Answer & Discussion |
| 12 |
Reading |
Assessment and Evaluation in Customer Relations Management |
Presentation/Lecture & Question and Answer & Discussion |
| 13 |
Reading |
Sale, Role of Customer Relations Management
in service and marketing communication |
Presentation/Lecture & Question and Answer & Discussion |
| 14 |
Reading |
Customer Complaint Management, Quality Management and Discussion on Customer Relations Management in terms of organizational culture |
Presentation/Lecture & Question and Answer & Discussion |
| 15 |
Reading |
General Revision |
Presentation/Lecture & Question and Answer & Discussion |
| 16 |
- |
FINAL EXAM |
- |
| 17 |
- |
FINAL EXAM |
- |