| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | SHK205B2 | Customer relations management | Compulsory | 2 | 3 | 4 |
|
| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| The aim of this course, students Customer Relationship Management (CRM), employees, customers and managers in terms of meaning, content, features, and comprehend the importance. |
| Name of Lecturer(s) |
| Dr. Öğr. Üyesi Tuğba YILDIZ |
| Learning Outcomes |
| 1 | Organize Customer Relation Management process | | 2 | Categorize consumer behaviours and types of Customers | | 3 | Describe Customer Retention and regaining programs | | 4 | Recognize Customer Value Management process | | 5 | Explain Active and passive Loyalty programs | | 6 | Express customer complaint management | | 7 | Recognize and select convenient information technologies for CRM | | 8 | Criticize CRM |
|
| Mode of Delivery |
| Normal Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| Customer relationship management, Customer value, Communication with customers, Measurement of customer relationships |
| Weekly Detailed Course Contents |
|
| 1 | Understanding of customer relations in enterprises | | | | 2 | Understanding of customer relations in enterprises | | | | 3 | Customer, consumer and user concepts, | | | | 4 | Customer, consumer and user concepts, | | | | 5 | Reasons to change customer expectations, | | | | 6 | Business culture and customer relations to the concept of change | | | | 7 | Total quality in customer relationship management | | | | 8 | Mid-term Exam | | | | 9 | Customer service quality | | | | 10 | Determination of customer relationship strategy | | | | 11 | Customer retention model, customers are lost, winning strategies | | | | 12 | Measurement of customer relations | | | | 13 | Customer relationship measurement techniques, advisory panels, | | | | 14 | Customer relationship measurement techniques, advisory panels,
Customer relationship measurement techniques, advisory panels, critical incident technique | | | | 15 | Customer relationship measurement techniques, advisory panels, critical incident technique | | | | 16 | Final Examination | | |
|
| Recommended or Required Reading |
| Odabaşı, Y. (2019). Satış ve Pazarlamada Müşteri İlişkileri Yönetimi, Aura Publishing. |
| Planned Learning Activities and Teaching Methods |
|
| Assessment Methods and Criteria | |
| Midterm Examination | 1 | 100 | | SUM | 100 | |
| Final Examination | 1 | 100 | | SUM | 100 | | Term (or Year) Learning Activities | 40 | | End Of Term (or Year) Learning Activities | 60 | | SUM | 100 |
| | Language of Instruction | | Turkish | | Work Placement(s) | | None |
|
| Workload Calculation |
|
| Midterm Examination | 1 | 1 | 1 |
| Final Examination | 1 | 1 | 1 |
| Attending Lectures | 10 | 2 | 20 |
| Question-Answer | 5 | 1 | 5 |
| Self Study | 10 | 2 | 20 |
| Individual Study for Mid term Examination | 1 | 10 | 10 |
| Individual Study for Final Examination | 5 | 15 | 75 |
|
| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 2 | 2 | 2 | 3 | 3 | 3 | 3 | 4 | 3 | 3 | | LO2 | 3 | 2 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | | LO3 | 3 | 4 | 3 | 3 | 4 | 3 | 3 | 3 | 4 | 3 | | LO4 | 2 | 3 | 3 | 2 | 4 | 3 | 3 | 4 | 3 | 2 | | LO5 | 2 | 4 | 3 | 3 | 3 | 3 | 2 | 3 | 3 | 2 | | LO6 | 3 | 4 | 3 | 4 | 4 | 4 | 4 | 3 | 3 | 2 | | LO7 | 2 | 4 | 3 | 4 | 3 | 3 | 3 | 4 | 3 | 3 | | LO8 | 2 | 3 | 3 | 4 | 2 | 3 | 4 | 4 | 3 | 1 |
|
| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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