| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | YÖN405B | Customer Relations Management | Compulsory | 4 | 7 | 5 |
|
| Level of Course Unit |
| First Cycle |
| Objectives of the Course |
| The aim of this course is to inform the students about the concepts and management of Customer Relationships, which are used as business management and technology application. This will focus on the development and implementation of customer relationship strategies through the use of CRM tools. |
| Name of Lecturer(s) |
| Doç. Dr. Bora GÖKTAŞ |
| Learning Outcomes |
| 1 | To gain new perspectives in the field of customer relations | | 2 | To gain the ability to establish and manage common relationships with suppliers and customers | | 3 | To discuss the conceptual resources and practices of customer relations management | | 4 | Students will learn the bases of using CRM | | 5 | CRM systems Students will understand the use of CRM systems |
|
| Mode of Delivery |
| Normal Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| Customer relationship management, definition, resources, basic concepts and other issues. |
| Weekly Detailed Course Contents |
|
| 1 | The Concept of Customer Relationship and Its Importance | | | | 2 | Customer Relationship Management Resources | | | | 3 | Customer Relationship Management Components | | | | 4 | Strategic Structure of Management of Relationships with Customers | | | | 5 | Customer Service and Service Quality | | | | 6 | Customer Satisfaction and Loyalty | | | | 7 | Combinational Circuits | | | | 8 | Midterm Exam | | | | 9 | Customer Relationship Assessment | | | | 10 | Collect and analyze customer information | | | | 11 | Developing Customer Relations programs | | | | 12 | Analytical CRM applications | | | | 13 | CRM tools | | | | 14 | CRM applications | | | | 15 | Digitalization and customer relationship management | | |
|
| Recommended or Required Reading |
| * Buttle, Francis. (2009). Customer Relationship Management, Elsevier Publishing
* Odabaşı, Y. (2015). Müşteri İlişkileri Yöetimi-CRM, Aura, iş Dünyası Dizisi |
| Planned Learning Activities and Teaching Methods |
|
| Assessment Methods and Criteria | |
| Midterm Examination | 1 | 80 | | Homework | 1 | 20 | | 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 | 2 | 2 |
| Attending Lectures | 14 | 3 | 42 |
| Discussion | 14 | 1 | 14 |
| Question-Answer | 14 | 2 | 28 |
| Individual Study for Mid term Examination | 7 | 2 | 14 |
| Individual Study for Final Examination | 7 | 3 | 21 |
| Homework | 3 | 5 | 15 |
|
| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 5 | 4 | 5 | 3 | 5 | 4 | | LO2 | 2 | 4 | 4 | 5 | 4 | 5 | | LO3 | 4 | 4 | 1 | 4 | 5 | 4 | | LO4 | 4 | 2 | 5 | 3 | 5 | 3 | | LO5 | 4 | 1 | 5 | 5 | 4 | 5 |
|
| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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