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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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Evolution of Customer Relationship Management: People, Process and Technology
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M1
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2
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Customer Relationship Management: Definition, Scope, Importance
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R1-CHAPTER-1
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3
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Communication with Customers and Dimensions
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R1-CHAPTER-2
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4
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Customer Loyalty and Quality in Services
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R1-CHAPTER-3
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5
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Strategic Approach in Customer Relations
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R1-CHAPTER-4
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6
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Customer Relations Planning and Implementation Process
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R1-CHAPTER-5
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7
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Organizational Culture and Customer Relations
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R1-CHAPTER-6
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8
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Organizational Culture and Customer Relations
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R1-CHAPTER-6
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9
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Customer Relationship Management Applications
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R1-CHAPTER-7
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10
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Problems Encountered in Customer Relations and Solutions-1
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R1-CHAPTER-8
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11
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Problems Encountered in Customer Relations and Solutions-2
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R1-CHAPTER-8
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12
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Complaint Management
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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.
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M2
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14
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Customer relationship management and research on hotels in Turkey
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T1
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