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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

Objectives and Contents

Objectives: This course aims to inform students about customer relationship management.
Content: Course basic content; the components and models of customer relationship management, transition to customer relationship management and implementation process, elements of customer relationship management, communication with customers, customer satisfaction, customer loyalty and customer loyalty, and customer complaint management.