Course Name Code Semester T+U Hours Credit ECTS
Customer Relationship Management Applications ISE 438 8 3 + 0 3 5
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level Bachelor's Degree
Course Type Optional
Course Coordinator Dr.Öğr.Üyesi FATİH ÇALLI
Course Lecturers
Course Assistants
Course Category
Course Objective Developing of an understanding for Relational Marketing and its place in Marketing.
Course Content What is the Customer Relationship Management and What is the benefit to the organization and to read through the case to answer their questions. CRM sub-processes in detail in the review and the customer-organization relationship in stages to examine the contribution CRM.
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Describe the process of Customer Relationship Management. Lecture, Question-Answer, Discussion, Testing, Homework,
2 Define consumer attitudes and develop suitable approaches for the types of customers. Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
3 Develop strategies for keeping the customer and gaining back Lecture, Discussion, Role Playing, Testing, Homework,
4 Define customer value management process. Lecture, Question-Answer, Discussion, Testing, Homework,
5 Express the programs of customer loyalty. Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
6 Organize the customer grievance management. Lecture, Question-Answer, Discussion, Testing, Homework,
7 Recognize and choose suitable information technologies for Customer Relationship Management. Lecture, Question-Answer, Discussion, Case Study, Testing, Homework, Project / Design,
8 Evaluate Customer Relationship Management critically. Lecture, Question-Answer, Discussion, Testing, Homework, Project / Design,
Week Course Topics Preliminary Preparation
1 Relationship Marketing
2 Historical development of RM
3 The concept of Costumer Loyalty
4 Costumer Loyalty Programmes
5 Customer Satisfaction and Loyalty
6 Basic concepts of CRM
7 CRM applications
8 CRM applications
9 Communication with customers
10 Customer complaint Handling
11 Measuring CRM related performance
12 Company culture and CRM
13 Internet and CRM
14 CRM Project
Resources
Course Notes 1. Yavuz Odabaşı, Müşteri İlişkileri Yönetimi, Sistem Yayıncılık.<br>2.Lecture notes and course materials,
Course Resources 1. Yavuz Odabaşı, Müşteri İlişkileri Yönetimi, Sistem Yayıncılık.
2. Fahrettin Atıl Bilge, Müşteri İlişkileri Yönetimi, Gazi Kitapevi.
3. Yavuz Demirel, Müşteri İlişkileri Yönetimi ve Bilgi Paylaşımı, Kültür ve Sanat Yayınları.
4. Oğuz C. Gel, CRM Yolculuğu, Sistem Yayıncılık.
5. Frederick Newell, CRM Neden Başarılı Olamıyor?, Sistem Yayınları.
6. Abdullah Bozgeyik, Müşteri İlişkileri Yönetimi, Sistem Yayıncılık.
7. Sarah Cook, Customer Care Excellence, Kogen Page.
8. Arthur Middleten Huges, The Customer Loyalty Solution, McGraw Hill.
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
11 X
12 X
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 50
1. Kısa Sınav 20
1. Ödev 15
2. Ödev 15
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 3 3
Quiz 1 3 3
Assignment 2 3 6
Final examination 1 6 6
Total Workload 114
Total Workload / 25 (Hours) 4.56
dersAKTSKredisi 5