This course provides a comprehensive introduction to Customer Relationship Management (CRM) from an information
systems perspective. Students will explore how organizations use CRM systems to manage customer interactions, analyze
behavior, and support marketing, sales, and service functions. Topics include CRM architecture, customer data analytics,
system implementation, and integration with enterprise platforms (e.g., ERP, e-commerce). Emphasis is placed on
understanding the role of CRM in customer lifecycle management, personalization, and long-term customer value creation.
Students will work with CRM software to gain hands-on experience in managing contact databases, segmenting customers,
and designing service workflows. By the end of the course, students will understand how to evaluate, implement, and
leverage CRM solutions to enhance business performance and customer satisfaction.
- Teacher: Tugca Kokkoz