| 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 | ||