| Lesson Code | Course Name | Class | Credit | Lesson Time | Weekly Lesson Hours (Theoretical) | Weekly Lesson Hours (Practice) | Weekly Class Hours (Laboratory) |
|---|---|---|---|---|---|---|---|
| TKKM 3266 | Customer Relationship Management | Үшінші курс | 5 | 150 | 1 | 2 | - |
The discipline teaches the field of customer relationship management, theories and conclusions related to it, the establishment of relationships with consumers to deliver value as the main business strategy, its advantages and applicable conditions, technologies. In the course of studying the discipline, students comprehensively consider the stages of access to the Consumer, its retention and development of relationships, collect data related to the consumer, learn how to use it.
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Group work, critical thinking, brainstorming, problem-based learning, discussion.
| 1 | LO 1 - effectively implements the process of interaction with customers. |
| 2 | LO 2- systematizes the field of customer relationship management, related theories and concepts using marketing tools |
| 3 | LO 3 – Building relationships with customers is key to delivering value as a business strategy, explains the concept of customer relationship management (CRM), its advantages, applications, technologies and strategies. |
| 4 | LO 4 – how marketing, sales, information technology, HR management, service, accounting and strategic management are involved in customer data collection, application and processes indicates that it is connected. |
| Haftalık Konu | Evaluation Method | |
|---|---|---|
| 1 | Consumer behavior and culture | Ауызша және жазбаша |
| 2 | Understanding the relationship | Ауызша және жазбаша |
| 3 | Customer Journey Management: Reaching the Customer | Ауызша және жазбаша |
| 4 | Development of customer relations | Ауызша және жазбаша |
| 5 | Internal factors affecting consumer behavior | Ауызша және жазбаша |
| 6 | External factors affecting consumer behavior | Ауызша және жазбаша |
| 7 | Stages and ways of studying channels of commodity movement. | Ауызша және жазбаша |
| 8 | Development and management of customer-related data | Ауызша және жазбаша |
| 9 | Study of the movement and distribution of goods | Ауызша және жазбаша |
| 10 | Planning for success | Ауызша және жазбаша |
| 11 | Consumer research | Ауызша және жазбаша |
| 12 | Product research | Ауызша және жазбаша |
| 13 | Methods of product research and the concept of product testing | Ауызша және жазбаша |
| 14 | Peculiarities of price policy research | Ауызша және жазбаша |
| 15 | Realizing the benefits of CRM | Ауызша және жазбаша |
| PÇ1 | PÇ2 | PÇ3 | PÇ4 | PÇ5 | PÇ6 | PÇ7 | PÇ8 | PÇ9 | PÇ10 | PÇ11 | PÇ12 |
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| Textbook / Material / Recommended Resources | ||
|---|---|---|
| 1 | Battl, F. Tūtynuşymen qarym-qatynas menejmentı: Ūğymdar men tehnologialar. Oqulyq. 4-bas. / Bas red.: İsemberdieva A.B.; Aud-r: Mūhamejanova A. - Almaty : Ūlttyq audarma bürosy, 2020. - 444 s. - ISBN 978-601-7621-25-4 | |
| 2 | Kotler, F., Armstrong, G. Marketiñ negızderı : Oqulyq. / Aud. B. Abdulhalim, J. Bimağambetova, L. Bimendieva t.b.. - 17-basylym - Almaty: «Ūlttyq audarma bürosy» qoğamdyq qory, 2019. - 736 b. - ISBN 978-601-7943-39-4. | |
| 3 | Menejment. 2018. Rikki U. Griffin. Almaty, 12.bas. Oqulyq. | |
| 4 | Vvedenie v sifrovuiu ekonomiku: potrebiteli, rynki, regiony, otrasli : ucheb. posobie dlä neekonomicheskih napravleni podgotovki bakalavrov. . - İjevsk: Udmurtski universitet, 2022. - 114- ISBN 978-5-4312-0966-6. |