| Teaching Staff
|
Dr.Öğr.Üyesi Berrin Arzu EREN |
| Language of Instruction |
Türkçe (Turkish) |
| Type Of Course |
Elective |
| Prerequisites |
There are no prerequisites for the lesson. |
| Recommended Optional Programme Component |
|
| Course Objectives |
To ensure that students learn the importance of Customer Relationship Management for marketing, sales, and sustainable success for businesses |
| Course Content |
|
| Learning Outcomes (LO) |
Knows the importance of CRM concept,
Provides relationship and communication with customers,
Learned new customer acquisition and customer retention strategies,
Manages customer complaints,
Measures and interprets CRM |
| Mode of Delivery |
Face to face |
| Course Outline |
| Week |
Topics |
| 1. Week |
INTRODUCTION AND AN OVERVIEW OF THE LESSON |
| 2. Week |
CRM CONCEPT, SCOPE, IMPORTANCE |
| 3. Week |
CONTACTING CUSTOMERS |
| 4. Week |
CUSTOMER SERVICE AND SERVICE QUALITY |
| 5. Week |
STRATEGIC APPROACH TO CUSTOMER RELATIONS |
| 6. Week |
PLANNING AND IMPLEMENTATION OF CUSTOMER RELATIONSHIPS |
| 7. Week |
CUSTOMER SATISFACTION, CUSTOMER LOYALTY |
| 8. Week |
MID TERM |
| 9. Week |
CRM PROGRAMS AND APPLICATIONS |
| 10. Week |
CUSTOMER COMPLAINT MANAGEMENT |
| 11. Week |
MEASURING OF CUSTOMER RELATIONS |
| 12. Week |
CUSTOMER FOCUSED ORGANIZATION CULTURE |
| 13. Week |
CRM APPLICATIONS |
| 14. Week |
PROBLEMS AND SOLUTIONS FACED IN CUSTOMER RELATIONS |
|
| Assessment |
| |
Percentage(%) |
| Mid-term (%) |
40 |
| Quizes (%) |
|
| Homeworks/Term papers (%) |
|
| Practice (%) |
|
| Labs (%) |
|
| Projects/Field Work (%) |
|
| Seminars/Workshops (%) |
|
| Final (%) |
60 |
| Other (%) |
|
| Total(%) |
100 |
|
| Course Book (s) and/or References |
ODABASI Y. SATISTA VE PAZARLAMADA MUSTERI ILISKILERI YONETIMI, SISTEM YAYINCILIK, 2007.
ARGAN M, YILMAZ RA, ERSOY NF, BARIS G, UYGUN M, PERAKENDECILIKTE MUSTERI ILISKILERI YONETIMI, ANADOLU UNIVERSITESI YAYINLARI, 2013.
|
| Work Placement(s) |
|
| The Relationship between Program Qualifications (PQ) and Course Learning Outcomes (LO) |
PO
| PO1 | PO2 | PO3 | PO4 | PO5 | PO6 | PO7 | PO8 | PO9 | PO10 | PO11 | LO1 | 5 | | 5 | | | 5 | | | | | 5 | LO2 | 5 | | 5 | | | 5 | | | | | 5 | LO3 | 5 | | 5 | | 5 | 5 | | | | | 5 | LO4 | 5 | | 5 | | 5 | 5 | | | | | 5 | LO5 | 5 | | 5 | | 4 | 5 | 3 | | | | 5 |
*Contrubition Level: 1 Very Low 2 Low 3 Medium 4 High 5 Very High |