COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
YBS 473E-CUSTOMER RELATIONSHIP MANAGEMENT3 + 05th Semester5

COURSE DESCRIPTION
Course Level Bachelor's Degree
Course Type Elective
Course Objective The main objective of this course is to get students to comprehend the meaning, content, features and importance of CRM in terms of employees, customers and managers.
Course Content Customer relations, customer value, customer satisfaction and customer loyalty, analytical and operational CRM, benefits of CRM for businesses, CRM strategies and rules, CRM applications in various businesses, consumer behavior and CRM.
Prerequisites No prerequisites.
Corequisite No corequisites.
Mode of Delivery Face to face

COURSE LEARNING OUTCOMES
1Measure customer satisfaction
2Manage customer complaints in some enterprises
3Analyse methods of retention for profitable and valuable customers
4Apply the meeting techniques for customers’desire and requirements in various establishements
5Discuss the CRM practices in especially service companies
6Identify the basic information on CRM in business management

COURSE'S CONTRIBUTION TO PROGRAM
Data not found.

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration14342
Hours for off-the-classroom study (Pre-study, practice)13339
Assignments11010
Mid-terms11313
Final examination12626
Total Work Load

ECTS Credit of the Course






130

5

COURSE DETAILS
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L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes