| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | İP214.1B2 | Customer Relations Management | Elective | 2 | 4 | 3 |
|
| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| To train individuals who have mastered the concept of customer relationship management, recognize customer needs and requirements, implement customer relationship management process, know customer value management and customer classification, recognize customer win-keeping concepts, master customer loyalty and recognize customer complaints management. |
| Name of Lecturer(s) |
| Öğr. Gör. Hüseyin COŞKUN |
| Learning Outcomes |
| 1 | Mastering the Customer Relationship Management process and concepts. | | 2 | Knowing consumer behaviors, knowing customer types and developing appropriate approaches | | 3 | Understand customer retention and lost customer acquisition programs | | 4 | Recognizing the customer value management process | | 5 | Recognizing customer loyalty programs |
|
| Mode of Delivery |
| Normal Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| The definition and scope of customer relationship management, customer loyalty and quality, planning and implementation of customer relationships, |
| Weekly Detailed Course Contents |
|
| 1 | Customer Relationship Management: Definition | | | | 2 | Customer Relationship Management: Scope, Priority | | | | 3 | Communication and Dimensions with Customers | | | | 4 | Customer Loyalty in Services | | | | 5 | Quality in Services | | | | 6 | Strategic Approach to Customer Relations | | | | 7 | Customer Relations Planning | | | | 8 | Midterm Exam | | | | 9 | Application Process of Customer Relationships | | | | 10 | Implementation Process of Customer Relations | | | | 11 | Organizational Culture and Customer Relations | | | | 12 | Customer Relations Management Applications | | | | 13 | Customer Relations and Solutions | | | | 14 | Problems and Solutions Encountered in Customer Relations | | | | 15 | general evaluation | | |
|
| Recommended or Required Reading |
| Anadolu University Customer Relationship Management Textbook (2019), Assoc.Prof.Dr. Hülya BAKIRTAŞ, Prof.Dr. Rasime Ayhan YILMAZ, Assoc.Prof.Dr. Müjdat ÖZMEN, Prof.Dr. Gülfidan BARIŞ. E-ISBN:978-975-06-3342-3, Eskişehir. |
| 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 | 2 | 2 |
| Attending Lectures | 14 | 2 | 28 |
| Self Study | 14 | 1 | 14 |
| Individual Study for Mid term Examination | 10 | 2 | 20 |
| Individual Study for Final Examination | 10 | 2 | 20 |
|
| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 1 | 2 | 3 | 3 | 1 | 2 | 1 | 2 | 3 | 1 | | LO2 | 1 | 2 | 3 | 3 | 2 | 3 | 2 | 3 | 3 | 1 | | LO3 | 1 | 1 | 3 | 3 | 3 | 3 | 2 | 3 | 2 | 1 | | LO4 | 1 | 1 | 2 | 3 | 3 | 2 | 2 | 2 | 2 | 1 | | LO5 | 1 | 1 | 2 | 2 | 2 | 2 | 1 | 2 | 2 | 1 |
|
| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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