CUSTOMER RELATIONSHIP MANAGEMENT COURSE IDENTIFICATION AND APPLICATION INFORMATION
| Code |
Name of the Course Unit |
Semester |
In-Class Hours (T+P) |
Credit |
ECTS Credit |
| YBS318 |
CUSTOMER RELATIONSHIP MANAGEMENT |
5 |
3 |
3 |
5 |
KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to) |
| Explain the components and models of customer relationship management. (Explain) (Bloom’s 2) |
| Discuss the elements of customer relationship management. (Discuss) (Bloom’s 2) |
| Compare the concepts of customer satisfaction, customer loyalty and customer loyalty. (Compare) (Bloom’s 2) |
| Apply customer complaint management processes. (Apply) (Bloom’s 3) |
| Categorize customer relationship management applications. (Categorize) (Bloom’s 4) |