| Course Title | Code | Semester | L+U Hour | Credits | ECTS |
|---|---|---|---|---|---|
| Customer Relations Management Practises | CMH2314 | 4. Semester | 2 + 1 | 3.0 | 4.0 |
| Prerequisites | None |
| Language of Instruction | Turkish |
| Course Level | Associate |
| Course Type | |
| Mode of delivery | Face to face |
| Course Coordinator |
Lect. Erdem AKDEMİR |
| Instructor(s) |
Erdem AKDEMİR |
| Assistants | |
| Goals | Customers judge the concept of relationship management, which customer wants and needs, which can be applied to the customer relationship management process, knowing the customer value management and customer classification, that the concept of customer acquisition-retention, dominate the loyalty of the case, that the management customer complaints, which can select the information technology suitable for the application process in relationship marketing process is to train individuals with data collection capabilities. |
| Course Content | Customer relationship management processes, customer needs and requests, customer types and behaviors, CRM components, customer value management, customer satisfaction, satisfaction and loyalty programs, customer complaints management, CRM and information technology, can critical approaches |
| Learning Outcomes |
- dominate the Customer Relationship Management process - knowledge of consumer behavior, recognize customer types and develop suitable approaches - Customer retention and understand the program regaining customers - Customers recognize the value management process - recognition of customer loyalty programs - Getting to know the management of customer complaints |
| Week | Topics | Learning Methods |
|---|---|---|
| 1. Week | Customer relationship management (CRM) entry | Course Hours Preparation, After Class Study |
| 2. Week | Relationship marketing approach | Preparation, After Class Study Research Course Hours |
| 3. Week | The concept of customer and the customer wants and needs | Course Hours Preparation, After Class Study |
| 4. Week | economic aspects of customer relations | Research Course Hours Preparation, After Class Study |
| 5. Week | CRM components | Course Hours Preparation, After Class Study |
| 6. Week | Relationship types and ways to build customer relationships | Research Course Hours Preparation, After Class Study |
| 7. Week | Customer acquisition and retention | Preparation, After Class Study Course Hours Research |
| 8. Week | Customer complaints management | Preparation, After Class Study Course Hours |
| 9. Week | Mid term | |
| 10. Week | Customer information and analysis of customer pyramid | Course Hours Preparation, After Class Study Research |
| 11. Week | Customer value management | Course Hours Preparation, After Class Study |
| 12. Week | CRM measurement approaches | Preparation, After Class Study Course Hours |
| 13. Week | Evaluation of CRM systems and technology, | Research Course Hours Preparation, After Class Study |
| 14. Week | CRM failure causes and The future of CRM and CRM criticism | Course Hours Preparation, After Class Study Research |
| 15. Week | Final Exam |
| Yavuz ODABAŞI - Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi. Sistem Yayıncılık. |
| Arman KIRIM - Strateji ve Birebir Pazarlama(CRM). Sistem Yayıncılık. |
| Program Requirements | Contribution Level | DK1 | DK2 | DK3 | DK4 | DK5 | DK6 | Measurement Method |
|---|---|---|---|---|---|---|---|---|
| PY1 | 4 | 5 | 4 | 4 | 4 | 5 | 5 | - |
| PY2 | 5 | 5 | 4 | 5 | 5 | 4 | 5 | - |
| PY3 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | - |
| PY4 | 3 | 3 | 4 | 3 | 3 | 4 | 3 | - |
| PY5 | 4 | 4 | 5 | 3 | 4 | 4 | 4 | - |
| 0 | 1 | 2 | 3 | 4 | 5 | |
|---|---|---|---|---|---|---|
| Course's Level of contribution | None | Very Low | Low | Fair | High | Very High |
| Method of assessment/evaluation | Written exam | Oral Exams | Assignment/Project | Laboratory work | Presentation/Seminar |
| Event | Quantity | Duration (Hour) | Total Workload (Hour) |
|---|---|---|---|
| Course Hours | 14 | 3 | 42 |
| Preparation, After Class Study | 14 | 3 | 42 |
| Research | 1 | 2 | 2 |
| Midterm 1 | 1 | 6 | 6 |
| Final | 1 | 10 | 10 |
| Total Workload | 102 | ||
| ECTS Credit of the Course | 4.0 | ||
