Course Name Code Semester T+U Hours Credit ECTS
Customer Relationship Management KAL 525 0 3 + 0 3 6
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level yuksek_lisans
Course Type Optional
Course Coordinator Prof.Dr. REMZİ ALTUNIŞIK
Course Lecturers Prof.Dr. REMZİ ALTUNIŞIK,
Course Assistants
Course Category
Course Objective The aim of this course is to provide students with the knowledge reagrding customer relationship management which is considered as a means to achieve organizational goals within today´s competitive environmemnt as well as the management of customer relations which lies at the heart of modern marketing philosophy.
Course Content In this course, the concepts of relationship, customer and customer relationship are examined and the concept of customer relationshipos are examine from an analytical as well as managerail perspective.
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Ability to look at the concept of customers from different dimentions Lecture, Question-Answer, Discussion, Self Study, Problem Solving, Testing, Homework, Performance Task,
2 Ability to comprehend related concepts of customer relationship Lecture, Question-Answer, Discussion, Case Study, Self Study, Problem Solving, Homework, Performance Task, Testing,
3 Ability to gain experience in the analysis of customers Self Study, Lecture, Question-Answer, Discussion, Case Study, Homework, Performance Task,
4 Ability to gain insight in the effectiveness in the management of customer satisfaction and complaint management process Lecture, Question-Answer, Discussion, Case Study, Problem Solving, Testing, Homework, Performance Task,
5 Ability to manage customer databases as well as data analysis Lecture, Question-Answer, Discussion, Self Study, Problem Solving, Testing, Homework, Performance Task,
6 Ability to evaluate customer life time value and its management Lecture, Question-Answer, Discussion, Self Study, Testing, Homework, Performance Task,
7 Lecture, Question-Answer, Discussion, Case Study, Self Study, Problem Solving, Testing, Homework, Performance Task,
Week Course Topics Preliminary Preparation
1 New Economy and Marketing
2 What is Customer Relationship Management(CRM)?
3 CRM and Value Concept
4 CRM Process
5 CRM Components
6 CRM Model
7 CRM and Knowledge
8 Mid. Exam
9 CRM Analysis Technics-1
10 CRM Analysis Technics-2
11 Segmentation
12 e-CRM
13 Customer Lifetime Value
14 CRM and Firm Performance Ralationship
Resources
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1 X
2 X
3 X
4 X
5 X
6 X
7 X
8 X
9 X
10 X
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 40
1. Ödev 30
1. Performans Görevi (Seminer) 30
Total 100
1. Yıl İçinin Başarıya 40
1. Final 60
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 10 10
Assignment 1 20 20
Final examination 1 20 20
Total Workload 146
Total Workload / 25 (Hours) 5.84
dersAKTSKredisi 6