| Objectives: |
This course aims to introduce basic knowledge and skills on customer lifetime value, quality, customer loyalty, planning and application processes in Customer Relations Management, effect of Customer Relations Management on gaining customers and customer retention, evaluation of dimensions of communication with the customer in terms of organizational culture in parallel with Customer Relations Management and Sense of Customer Based Marketing. |
| Content: |
Contents of the course include concepts regarding Customer Relations Management, (communication, quality, customer orientation, customer lifetime value), complaint management, communication with the customer, organizational culture, customer-based marketing, planning and application processes in Customer Relations Management, gaining customers and customer retention strategies, effects of developments in technology on Customer Relations Management. |