Course Name Code Semester T+U Hours Credit ECTS
Customer Relationship Management HIR 308 6 3 + 0 3 5
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level Bachelor's Degree
Course Type Optional
Course Coordinator Öğr.Gör.Dr. ŞEBNEM CEYLAN APAYDIN
Course Lecturers Öğr.Gör.Dr. ŞEBNEM CEYLAN APAYDIN,
Course Assistants
Course Category Field Proper Education
Course Objective The main goal of this course is to make student grasp the strategies of CRM.
Course Content CRM, market share, share of customer
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Defines CRM , , , , , ,
2 Grasps the difference between market share and share of customer , , , , , ,
3 Defines the traditional marketing , , , , , ,
Week Course Topics Preliminary Preparation
1 CRM: Definition, and importance of CRM
2 Customer Communication and its dimensions
3 Customer Loyalty and Quality in Services
4 Strategic Approach to CRM
5 Planning CRM policy and execution
6 Corporate Culture and CRM
7 Midterm
8 CRM application
9 Issues management in CRM
10 Misconceptions in CRM
11 Keeping Customer Database and expanding it
12 Student Project I
13 Student Project II
14 Final
Resources
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1 Knows Pr and Advertising Theories X
3 Has social reponsibility X
4 Knows how to communicate effectively X
5 Creates Pr and Advertising projects. X
7 Manages media relations X
8 Creates persuasive messages by using images and words X
Evaluation System
Semester Studies Contribution Rate
1. Ödev 100
Total 100
2. Final 60
2. Yıl İçinin Başarıya 40
Total 100
ECTS - Workload Activity Quantity Time (Hours) Total Workload (Hours)
Course Duration (Including the exam week: 16x Total course hours) 16 3 48
Hours for off-the-classroom study (Pre-study, practice) 16 3 48
Mid-terms 1 6 6
Quiz 1 5 5
Assignment 1 4 4
Final examination 1 7 7
Project / Design 1 10 10
Total Workload 128
Total Workload / 25 (Hours) 5.12
dersAKTSKredisi 5