CUSTOMER RELATIONSHIP MANAGEMENT COURSE IDENTIFICATION AND APPLICATION INFORMATION
| Code |
Name of the Course Unit |
Semester |
In-Class Hours (T+P) |
Credit |
ECTS Credit |
| LJP156 |
CUSTOMER RELATIONSHIP MANAGEMENT |
2 |
2 |
2 |
4 |
Objectives and Contents |
| Objectives: |
To convey information on the basic principles, approaches and applications of the customer-focused marketing approach. |
| Content: |
Introduction to Customer Relationship Management - Communication with Customers and Its Dimensions - Customer Loyalty and Quality in Services - Strategic Approach to Customer Relations - Acquiring, Retaining Customers and Creating Customer Lifetime Value - Customer Objections and Complaint Management - Relationship of Customer Relationship Management with Other Concepts - Customer Relationship Management and E-Commerce - Measuring Customer Relationships - Customer Relationship Management Industry Applications - Case Studies |