YBS 457


Course Title Course Code Program Level
CUSTOMER RELATIONSHIP MANAGEMENT YBS 457 Management Information Systems B.A. / B.Sc.

Course Term
(Course Semester)
Teaching and Learning Methods
Credits
Theory Practice Lab Projects/Field Work Seminars/Workshops Other Total Credits ECTS Credits
07
(Fall)
42 84 126 3 5

Teaching Staff
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 General Evaluation
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

 

 

 

 

 

 

 5

 

LO3

5

 

 

 

 

 5

 

 

 

 

 

 

LO4

5

 

 

 

 

 

 

 

 

 

 

 4

 * Contribution Level : 1 Very low    2 Low     3 Medium     4 High      5 Very High