Anadolu Info Package Anadolu Info Package
  • Info on the Institution
  • Info on Degree Programmes
  • Info for Students
  • TR
About the Programme Academic Staff Program Qualifications Lessons Matrix of Course & Program Qualifications Turkish Qualifications Framework (TQF) TQF & Program Qualifications
  1. Faculty of Economics and Administrative Sciences
  2. Department of Management Information Systems
  3. Course Structure Diagram with Credits
  4. Customer Relationship Management
  5. Description
  • Description
  • Learning Outcomes
  • ECTS Credit Load
  • Course's Contribution to Program
  • Learning Outcomes & Program Qualifications
Last Updated: 11/08/2025

Code - Course Title Compulsory/Elective Laboratory + Practice ECTS
YBS401 - Customer Relationship Management VII. SEMESTER 3 +0 5.0
Language of Instruction İngilizce
Course Type Required Courses
Course Instructor(s) DR. ÖĞR. ÜYESİ DİLŞAD KIRSELİOĞLU
Mode of Delivery Face to Face
Place of Delivery
Used Educational Platforms
Prerequisites None
Courses Recomended
Recommended Resources
Work Placement
Aims of the Course

Weeks Learning Outcomes Topics Teaching Methods
Week - 1 Service Marketing and Marketing Mix
Week - 2 Service Quality
Week - 3 Customer and Consumer
Week - 4 The Relationship Between Customer Satisfaction and Loyalty
Week - 5 Inner Customer Satisfaction
Week - 6 Customer Relationship Management
Week - 7 Communication With Customer and Dimensions
Week - 8 Customer Loyalty and Quality
Week - 9 Customer Relationship Planning and Implementation Process
Week - 10 CRM Practices
Week - 11 Case Study 1: Private Sector
Week - 12 Case Study 2: Public Sector
Week - 13 Problems in CRM and Solutions
Week - 14 Case Studies

No content has been provided.

No content has been provided.

No content has been provided.


Assessment Method and Passing Requirements
Quamtity Percentage (%)
Toplam (%)

Info on the Institution

  • Name and Adress
  • Academic Calendar
  • Academic Authorities
  • General Description
  • List of Programmes Offered
  • General Admission Requirements
  • Recognition of Prior Learning
  • Registration Procedures
  • ECTS Credit Allocation
  • Academic Guidance

Info on Degree Programmes

  • Doctorate Degree / Proficieny in Arts
  • Master's Degree
  • Bachelor's Degree
  • Associate Degree
  • Open&Distance Education

Info for Students

  • Cost of living
  • Accommodation
  • Meals
  • Medical Facilities
  • Facilities for Special Needs Students
  • Insurance
  • Financial Support for Students
  • Student Affairs Office

Info for Students

  • Learning Facilities
  • International Programmes
  • Practical Information for Mobile Students
  • Language courses
  • Internships
  • Sports and Leisure Facilities
  • Student Clubs