| Teaching Staff
|
Öğr. Gör. Dr. Bilge ŞENEL |
| Language of Instruction |
Türkçe (Turkish) |
| Type Of Course |
Elective |
| Prerequisites |
|
| Recommended Optional Programme Component |
|
| Course Objectives |
It is aimed that students taking this course will be familiar with the concepts of customer relationship management and demonstrate successful customer relationship management examples. |
| Course Content |
This course includes an overview of the concepts, methods and tools of customer relationship management. |
| Learning Outcomes (LO) |
The achievements of students who complete this course and are successful are as follows;
1- Being able to determine the place and importance of the concept of Customer Relationship Management in marketing science,
2- Knowing consumer behavior, recognizing the types of customers and developing appropriate approaches,
3- Being able to grasp the customer and gaining lost customer,
4- Recognizing the customer value management process. |
| Mode of Delivery |
Face to face |
| Course Outline |
| Week |
Topics |
| 1. Week |
Customer Relationship Management: Definition, Scope, Importance |
| 2. Week |
Communication with Customers and Its Dimensions |
| 3. Week |
Customer Loyalty and Quality in Services |
| 4. Week |
Strategic Approach in Customer Relations |
| 5. Week |
Customer Relations Planning and Implementation Process |
| 6. Week |
Customer Relationship Management Applications |
| 7. Week |
Customer Relationship Management Applications |
| 8. Week |
MIDTERM EXAM |
| 9. Week |
Problems Encountered in Customer Relations and Their Solutions |
| 10. Week |
Customer acquisition |
| 11. Week |
Customer retention |
| 12. Week |
Measuring customer relations |
| 13. Week |
Organizational culture
|
| 14. Week |
FINAL EXAM |
|
| Assessment |
| |
Percentage(%) |
| Mid-term (%) |
30 |
| Quizes (%) |
|
| Homeworks/Term papers (%) |
10 |
| Practice (%) |
|
| Labs (%) |
|
| Projects/Field Work (%) |
10 |
| Seminars/Workshops (%) |
|
| Final (%) |
50 |
| Other (%) |
|
| Total(%) |
100 |
|
| Course Book (s) and/or References |
Demirel, Yavuz (2006) Müşteri İlişkileri Yönetimi ve Bilgi Paylaşımı, Iq Kültür Sanat Yayıncılık Odabaşı,
Yavuz (2010) Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık Barutçugil,
İsmet (2009) Müşteri İlişkileri ve Satış Yönetimi, Kariyer Yayınları. |
| Work Placement(s) |
|
| The Relationship between Program Qualifications (PQ) and Course Learning Outcomes (LO) |
| | PQ1 | PQ2 | PQ3 | PQ4 | PQ5 | PQ6 | PQ7 | PQ8 | PQ9 | PQ10 | PQ11 | PQ12 | PQ13 | PQ14 | LO1 | 5 | 4 | | | 4 | | | | 5 | 3 | | | | 4 | LO2 | 5 | 4 | | | 4 | | | | | 3 | | | 5 | | LO3 | 5 | 4 | | | | | 5 | | | 3 | | | | | LO4 | 5 | 4 | | | | | | | | 3 | | | | 4 |
* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |