Rapor Tarihi: 11.01.2026 02:19
| Course Title | Code | Language | Type | Semester | L+U Hour | Credits | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relations Management Practises | CMH2314 | Turkish | Compulsory | 4. Semester | 2 + 1 | 3.0 | 4.0 |
| Prerequisite Courses | |
| Course Level | Associate |
| Mode of delivery | Face to face |
| Course Coordinator | Öğr. Gör. Erdem AKDEMİR |
| Instructor(s) | |
| 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 |
| # | Öğrenme Kazanımı |
| 1 | dominate the Customer Relationship Management process |
| 2 | knowledge of consumer behavior, recognize customer types and develop suitable approaches |
| 3 | Customer retention and understand the program regaining customers |
| 4 | Customers recognize the value management process |
| 5 | recognition of customer loyalty programs |
| 6 | Getting to know the management of customer complaints |
| Week | Topics/Applications | Method |
|---|---|---|
| 1. Week | Customer relationship management (CRM) entry | Preparation, After Class Study |
| 2. Week | Relationship marketing approach | Preparation, After Class Study, Research |
| 3. Week | The concept of customer and the customer wants and needs | Preparation, After Class Study |
| 4. Week | economic aspects of customer relations | Preparation, After Class Study, Research |
| 5. Week | CRM components | Preparation, After Class Study |
| 6. Week | Relationship types and ways to build customer relationships | Preparation, After Class Study, Research |
| 7. Week | Customer acquisition and retention | Preparation, After Class Study, Research |
| 8. Week | Customer complaints management | Preparation, After Class Study |
| 9. Week | Mid term | |
| 10. Week | Customer information and analysis of customer pyramid | Preparation, After Class Study, Research |
| 11. Week | Customer value management | Preparation, After Class Study |
| 12. Week | CRM measurement approaches | Preparation, After Class Study |
| 13. Week | Evaluation of CRM systems and technology, | Preparation, After Class Study, Research |
| 14. Week | CRM failure causes and The future of CRM and CRM criticism | Preparation, After Class Study, Research |
| 15. Week | Final Exam |
| No | Program Requirements | Level of Contribution | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Having sufficient infrastructure in communication, public relations, law, marketing, management and other issues required by the field; To use theoretical and practical knowledge in these areas. | ✔ | |||||
| 2 | To be able to interpret and evaluate data, to identify and analyze data using basic knowledge and skills acquired in the field, and to be able to develop evidence-based solutions. | ✔ | |||||
| 3 | To be open to communication with friends, superiors and the people and groups that they serve in practical studies related to the field and gain organizational learning ability. | ✔ | |||||
| 4 | To have feasibility study related to the field and to have the knowledge and skills to implement the project. | ✔ | |||||
| 5 | Being equipped with the ability to produce solutions when facing situations that are unforeseen in field related applications, and ability to take responsibility in teams or in individual studies. | ✔ | |||||
| Program Requirements | DK1 | DK2 | DK3 | DK4 | DK5 | DK6 |
|---|---|---|---|---|---|---|
| PY1 | 5 | 4 | 4 | 4 | 5 | 5 |
| PY2 | 5 | 4 | 5 | 5 | 4 | 5 |
| PY3 | 4 | 4 | 4 | 4 | 4 | 4 |
| PY4 | 3 | 4 | 3 | 3 | 4 | 3 |
| PY5 | 4 | 5 | 3 | 4 | 4 | 4 |
| Ders Kitabı veya Notu | Ders Kitabı veya Ders Notu bulunmamaktadır. |
|---|---|
| Diğer Kaynaklar |
|
| ECTS credits and course workload | Quantity | Duration (Hour) | Total Workload (Hour) | |
|---|---|---|---|---|
|
Ders İçi |
Class Hours | 14 | 3 | 42 |
|
Ders Dışı |
Preparation, After Class Study | 14 | 3 | 42 |
| Research | 1 | 2 | 2 | |
|
Sınavlar |
Midterm 1 | 1 | 6 | 6 |
| Final | 1 | 10 | 10 | |
| Total Workload | 102 | |||
| *AKTS = (Total Workload) / 25,5 | ECTS Credit of the Course | 4.0 | ||
