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) |
Graduates have the knowledge of attaining scientific knowledge in the field, monitoring, evaluating and applying current literature. |
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2) |
Graduates provide preventive health education for individual, family and community by using the information obtained in health field. |
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3) |
Graduates take responsibility as individuals and team members to solve complex and unforeseen problems encountered in the field of practice. |
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5) |
Graduates evaluates advanced knowledge and skills in the field of health with a critical approach. |
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6) |
Graduates transfer information and solution proposal for problems to people and institutions concerned about health field in written and verbally; listen to the thoughts, expectations and expectations of the people and institutions concerned. |
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7) |
Graduates become a role model for colleagues and society through Professional identity. |
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8) |
Graduates are competent enough to understand the anatomy, physiological functions and behavior of healthy individuals and/or the patients; it is empowering to understand the relationship between the individual's health and the physical and social environment. |
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9) |
As an individual, he acts in accordance with laws, regulations, legislation and professional codes of ethics regarding his duties, rights and responsibilities. |
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10) |
Cooperate with persons from related disciplines and act in accordance with social, scientific, cultural and ethical values at the stages of data collection, interpretation, application and announcement of results related to the health field. |
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