Week |
Subject |
Related Preparation |
1) |
• Define customer relationship management (CRM)
• Discuss the purposes and uses of CRM
• Explain the components of CRM
• Discuss the important concepts that are related to CRM
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2) |
• Discuss the occurence, development, and importance of CRM
• Discuss CRM success and failure examples
• Describe the challenges of CRM and the tools that can be used to solve the problems
• Explain how to expand CRM applications
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Homework: to be posted by email |
3) |
• Discuss the occurence, development, and importance of relationship marketing
• Explain the characteristics of relationships in marketing
• Discuss the connection of relationship marketing with CRM practices
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Homework: to be posted by email |
4) |
• Discuss the role of human resources in CRM strategy development
• Explain company environment and culture
• Discuss value chain and its role in CRM strategy
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Homework: to be posted by email |
5) |
• Discuss the management of customer relationships
• Define customer integration problem and its effects on marketing strategy
• Explain customer database integration
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Homework: to be posted by email |
6) |
midterm exam |
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7) |
• Discuss the transformation of technology
• Explain the technological improvements in marketing
• Define recent technological applications
• Discuss success stories for technological practices and CRM
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8) |
• Define database
• Explain the acquisition and transformation of customer database
• Discuss datamining
• Explain CRM and database management
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Homework: to be posted by email |
9) |
• Explain the challenges of sales management
• Discuss the changes in sales and CRM applications
• Explain sales process and its role in CRM
• Discuss the interdependence of sales and customer relationship
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Homework: to be posted by email |
10) |
• Explain the importance of technology in sales
• Discuss the importance of gaining customer information
• Explain sales force communication
• Define sales force automation technology
• Explain CRM systems and automation applications
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Homework: to be posted by email |
11) |
• Explain customer-company profit chain: satisfaction, loyalty and profitability
• Define service quality and customer satisfaction
• Explain customer loyalty
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Homework: to be posted by email |
12) |
• Define marketing automation
• Explain the role of CRM in marketing automation
• Explain marketing automation software and marketing communication
• Discuss the integration of CRM with marketing automation
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Homework: to be posted by email |
13) |
• Discuss the calculation of CRM return on investment
• Define CRM systems and softwares for effectiveness
• Describe CRM matrics: factors to be monitored and measured
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Homework: to be posted by email |
14) |
• Describe customer privacy and ethics in CRM
• Explain the importance of ethics in CRM
• Discuss the future of CRM and recent issues
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Homework: to be posted by email |
15) |
• Final exam |
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Program Outcomes |
Level of Contribution |
1) |
Describe the basic structure, development and normal mechanisms of the human in terms of molecules, cells, tissues, organs and systems |
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2) |
Investigates the abnormal structures and mechanisms in the human body, explains with the information depending on high quality scientific research, evaluates the reason of the diseases regarding in the interaction of the individual with his environment |
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3) |
Gain knowledge about basic and clinical medicine |
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4) |
Apply the knowledge, skills and attitudes required by the patient management in accordance with the modern medical concept. |
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5) |
Apply basic medical procedures necessary for diagnosis and treatment of diseases |
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6) |
Perform first level treatment for common diseases in the community based on scientific data and by using highly effective methods |
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7) |
Treat patients in emergency situations and transport the patient when needed |
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8) |
Perform preventive medicine and forensic medicine applications |
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9) |
Evaluate the effects of environmental factors on human health |
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10) |
Gain knowledge about the structure and functioning of the National Health System |
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11) |
Advocate for the health promotion, and development of health care services for the benefits of the individuals in the community |
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12) |
Define legal responsibilities and ethical principles |
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13) |
Act in accordance with professional values, ethical principles and legal regulations |
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14) |
Take responsibility for lifelong learning and personal assessment |
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15) |
Organize and attend to scientific meetings and conduct scientific projects |
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16) |
Know at least one common foreign language sufficient to keep up with current medical literature and communicate with peers; and use statistics and computer programmes to evaluate scientific studies |
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