| Dersin Kodu | Dersin Adı | Dersin Türü | Yıl | Yarıyıl | AKTS | | YÖN405 | Customer relations management | Zorunlu | 4 | 7 | 5 |
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| Dersin Seviyesi |
| Lisans |
| Dersin Amacı |
| 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. |
| Dersi Veren Öğretim Görevlisi/Görevlileri |
| Doç. Dr. Bora GÖKTAŞ |
| Öğrenme Çıktıları |
| 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 |
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| Öğrenim Türü |
| Normal Education |
| Dersin Ön Koşulu Olan Dersler |
| None |
| Ders İçin Önerilen Diğer Hususlar |
| None |
| Dersin İçeriği |
| Customer relationship management, definition, resources, basic concepts and other issues. |
| Haftalık Ayrıntılı Ders İçeriği |
|
| 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 | | |
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| Ders Kitabı / Malzemesi / Önerilen Kaynaklar |
| * Buttle, Francis. (2009). Customer Relationship Management, Elsevier Publishing
* Odabaşı, Y. (2015). Müşteri İlişkileri Yöetimi-CRM, Aura, iş Dünyası Dizisi |
| Planlanan Öğrenme Aktiviteleri ve Metodları |
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| Değerlendirme | |
| Midterm Examination | 1 | 80 | | Homework | 1 | 20 | | TOPLAM | 100 | |
| Final Examination | 1 | 100 | | TOPLAM | 100 | | Term (or Year) Learning Activities | 40 | | End Of Term (or Year) Learning Activities | 60 | | TOPLAM | 100 |
| | Dersin Sunulduğu Dil | | Turkish | | Staj Durumu | | None |
|
| İş Yükü Hesaplaması |
|
| 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 |
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| Program ve Öğrenme Çıktıları İlişkisi |
| ÖÇ1 | 5 | 4 | 5 | 3 | 5 | 4 | | ÖÇ2 | 2 | 4 | 4 | 5 | 4 | 5 | | ÖÇ3 | 4 | 4 | 1 | 4 | 5 | 4 | | ÖÇ4 | 4 | 2 | 5 | 3 | 5 | 3 | | ÖÇ5 | 4 | 1 | 5 | 5 | 4 | 5 |
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| * Katkı Düzeyi : 1 Çok düşük 2 Düşük 3 Orta 4 Yüksek 5 Çok yüksek |
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