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Week
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Topics
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Study Metarials
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|
1
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Informing about the course
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M1
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2
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Customer Relationship Management: Definition, Scope, Importance
|
R1-CHAPTER-1
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3
|
Communication with Customers and Dimensions
|
R1-CHAPTER-2
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|
4
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Customer Loyalty and Quality in Services
|
R1-CHAPTER-3
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|
5
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Strategic Approach in Customer Relations
|
R1-CHAPTER-4
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|
6
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Customer Relations Planning and Implementation Process
|
R1-CHAPTER-5
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|
7
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Organizational Culture and Customer Relations-I
|
R1-CHAPTER-6
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|
8
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Organizational Culture and Customer Relations-II
|
R1-CHAPTER-6
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|
9
|
Customer Relationship Management Applications
|
R1-CHAPTER-7
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|
10
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Creating a customer database
|
R1-CHAPTER-8
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|
11
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Problems Encountered in Customer Relations and Solutions-II
|
R1-CHAPTER-8
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|
12
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Complaint Management
|
R2-CHAPTER-10
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|
13
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A research to examine the effects of customer value on customer satisfaction, brand loyalty and customer relationship management performance.
|
M2
|
|
14
|
Customer relationship management and research on hotels in Turkey
|
T1
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