| Ders Adı | Kodu | Yarıyıl | T+U Saat | Kredi | AKTS |
|---|---|---|---|---|---|
| Customer Relatıonshıp Management | KAL 525 | 0 | 3 + 0 | 3 | 6 |
| Ön Koşul Dersleri | |
| Önerilen Seçmeli Dersler | |
| Dersin Dili | Türkçe |
| Dersin Seviyesi | YUKSEK_LISANS |
| Dersin Türü | Seçmeli |
| Dersin Koordinatörü | Prof.Dr. REMZİ ALTUNIŞIK |
| Dersi Verenler | Prof.Dr. REMZİ ALTUNIŞIK, |
| Dersin Yardımcıları | Arşt. Gör. Volkan GÖKTAŞ |
| Dersin Kategorisi | Diğer |
| Dersin Amacı | 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 environment as well as the management of customer relations which lies at the heart of modern marketing philosophy. |
| Dersin İçeriği | 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. |
| # | Ders Öğrenme Çıktıları | Öğretim Yöntemleri | Ölçme Yöntemleri |
|---|---|---|---|
| 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, |
| Hafta | Ders Konuları | Ön Hazırlık |
|---|---|---|
| 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 |
| Kaynaklar | |
|---|---|
| Ders Notu | |
| Ders Kaynakları | Notu1. Yavuz Odabaşı, Müşteri İlişkileri Yönetimi, Sistem Yayıncılık. |
| Sıra | Program Çıktıları | Katkı Düzeyi | |||||
|---|---|---|---|---|---|---|---|
| 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 | ||||||
| Değerlendirme Sistemi | |
|---|---|
| Yarıyıl Çalışmaları | Katkı Oranı |
| 1. Ara Sınav | 40 |
| 1. Ödev | 30 |
| 1. Performans Görevi (Seminer) | 30 |
| Toplam | 100 |
| 1. Yıl İçinin Başarıya | 40 |
| 1. Final | 60 |
| Toplam | 100 |
| AKTS - İş Yükü Etkinlik | Sayı | Süre (Saat) | Toplam İş Yükü (Saat) |
|---|---|---|---|
| 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 |
| Toplam İş Yükü | 146 | ||
| Toplam İş Yükü / 25 (Saat) | 5,84 | ||
| Dersin AKTS Kredisi | 6 | ||