MYI228


Course Title Course Code Program Level
CRM MYI228 Business Management Associate Degree

Course Term
(Course Semester)
Teaching and Learning Methods
Credits
Theory Practice Lab Projects/Field Work Seminars/Workshops Other Total Credits ECTS Credits
04
(Spring)
42 - - 30 53 125 3 5

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) For the Customer Relationship Management (CRM) class, the outputs that students will obtain at the end of the semester are as follows: 1.Knows the importance of CRM concept, 2.Provides relationship and communication with customers, 3.Learned new customer acquisition and customer retention strategies, 4.Manages customer complaints, 5.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 MIDTERM
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

 

3

 

4

 

LO2

     

5

 

3

5

4

 

LO3

5

  

5

 

5

  

5

  

LO4

5

3

 

5

 

5

  

5

  

LO5

5

  

5

 

5

4

   

3