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 | |
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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 |