| Explain the definition and concept of customer relationship management. |
| It reveals misconceptions about customer relationship management. |
| Explain the importance of listening in resolving communication barriers with customers. |
| Explain the concepts of customer loyalty and quality in customer relations. |
| Relates strategic issues with each other in terms of customer relations. |
| Learns information about customer objections and meeting. |
| The complainant knows the characteristics of the customer. |
| Gains information about the competitive advantages that customer relationship management can provide to businesses. |
| Have an idea about the relationship of CRM with total quality management, data-based marketing, market orientation, organizational culture and public relations |
| Understands the relationship between customer relationship management and e-commerce. |
| Knows the techniques used in the measurement of customer relations. |