| 1 | Knowing the theoretical and conceptual structure of customer relationship management and the responsibilities of customer relationship management. |
| 2 | To know the application stages of customer relationship management and basic principles of information sharing. |
| 3 | To comprehend the place and importance of the customer in customer relations management. |
| 4 | To know the elements and implementation stages of customer relationship management. |
| 5 | To know the roles and responsibilities of top managers in the implementation of customer relationship management. |
| 6 | To understand the importance of customer satisfaction, loyal customer, customer value. |