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Week |
Subject |
Related Preparation |
| 1) |
Introduction to the course. The impact of digitalization and “The New Normal” on the customers behavior and their life and how it changed. |
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| 2) |
Introduction to Customer Experience Management – Definition, main components, definition of experience and its varieties and prepare sample experience maps |
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| 3) |
Customer types we have in the industry and how to identify different expectations and their reactions |
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| 4) |
"Definition of CRM and its modules ; Module 1 : Structure of the call center, performance indicators, how to define their values according to different industries.
Case Study : Call Center Management with “Zero Training” breakthrough approach" |
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| 5) |
CRM Modules; Module 2 : Complaint Management, its tools and methods, proactive and reactive management, performance indicators, company strategy based complaint solving approaches, case studies illustrating how to monitor the market. |
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| 6) |
CRM Modules; Module 3 : Social Media Management, its tools and methods, performance indicators, important precautions and handling difficulties. Sample Case studies. |
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| 7) |
CRM Modules; Module 4 : Survey Management, its tools and methods, performance indicators, how to define questions, what is NPS and how is it measured, how to analyze and evaluate surveys, how to integrate within the processes. Case Study : How to identify potential unsatisfied customers w/o surveys. |
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| 8) |
CRM Modules; Module 5 : Direct Marketing Activities, its tools and methods, tricks and hints how to increase efficiency, data mining, how to calculate ROI , smaple case studies from different industries. |
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| 9) |
What is PTO and Loyalty, what is the meaning for companies, what are the factors that increases the PTO and Loyalty of a Brand. Various case studies. |
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| 10) |
Customer Experience Journey Case Study 1 : By analyzing the case together we will identify at which stage what could be done differently in order to achieve a better PTO and a higher loyalty. |
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| 11) |
Customer Experience Journey Case Study 2 |
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| 12) |
Customer Experience Journey Case Study 3 |
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| 13) |
The importance of communication and its effect on our decisions in our private and business life. Important hints/tricks based on the type of communication. Cold and warm reading basics. |
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| 14) |
Summary of the course topics, directions and notices for the final exam. |
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Program Outcomes |
Level of Contribution |
| 1) |
To prepare the students to become communication professionals by focusing on strategic thinking, professional writing, ethical practice and innovative use of traditional and new media |
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| 2) |
To be able to create effective public relations plans using fundamental planning components that include situation analysis, public profile, objectives, strategies and tactics. |
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| 3) |
To be able to apply theoretical concepts related to mass communication, consumer behavior, psychology, persuasion,sociology, marketing, and other related fields to understand how public realtions works. |
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| 4) |
To be able to have the ability to explain and identify problems associated with the relationships between events and facts in the areas of public relations, persuasive communication, communication management, corporate communications. |
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| 5) |
To be able to analyze primary and secondary research data in the fields of perception and reputation management and corporate communication practices. |
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| 6) |
To be able to search, write, and design articles, newsletters, and fliers, brochures, and announcements, in styles and formats appropraite various audiences, mediums and settings. |
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| 7) |
To be able to apply the underlying theories of communication and the necessities of work safety to different types of public relations processes and campaigns. |
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| 8) |
To be able to develop creative and persuasive management skills in terms of reputation, employee relations, leadership and similar corporate practices. |
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| 9) |
To be able to take responsibility in an individual capacity or as a team in generating solutions to given scenarios which can occur in public relations processes. |
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| 10) |
To be able to understand how an organizational culture works and how employees and leaders create messages as a communication tool. |
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| 11) |
To be able to critically discuss and interpret theories, concepts, methods, tools and ideas in the field of public relations. |
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| 12) |
To be able to to use information, communication technologies and computer software with the required level of public relations, marketing communication, persuasive communication, communication management, corporate communications. |
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| 13) |
To be able to explain and describe business marketing activities, economics, business law and global business practices. |
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| 14) |
To be able to recognize national and international, social and cultural dimensions of public relations. |
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