This course aims to enable students to understand the fundamental concepts, principles, and application processes of customer relationship management; to learn about customer satisfaction, fulfillment, and loyalty programs, as well as customer complaint management processes; and to gain the skills to establish effective communication, manage relationships, and develop solutions to problems encountered with customers and stakeholders (suppliers, logistics companies, banks, and related institutions) in the foreign trade process.

Customer relationship management (CRM) process, customer requests and needs, customer types and behaviors, CRM components, customer value management, customer satisfaction, satisfaction and loyalty programs, customer complaint management, CRM and information technology, critical approach to CRM, customer and stakeholder relations in the foreign trade process (suppliers, logistics companies, banks and related institutions).