Course Name Code Semester T+U Hours Credit ECTS
Customer Relations Management PAP 214 4 2 + 1 3 4
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level onlisans
Course Type Compulsory
Course Coordinator Dr.Öğr.Üyesi OSMAN HAMDİ METE
Course Lecturers Doç.Dr. AHMET ÇAĞATAY ÇİLİNGİR,
Course Assistants
Course Category
Course Objective To train individuals who know customer requirements and needs, to be able to perform Customer Relationship Management process, to know customer classification, Customer Value Management
Course Content Customer Relationship Management process, customer requirements and needs, types of customers, customer value management, loyalty and satisfaction programs, customer complaint management.
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Organize Customer Relation Management process Lecture, Self Study, Question-Answer, Discussion, Testing, Homework,
2 Categorize consumer behaviours and types of Customers Discussion, Self Study, Question-Answer, Lecture, Testing, Homework,
3 Describe Customer Retention and regaining programs Lecture, Question-Answer, Self Study, Discussion, Testing, Homework,
4 Recognize Customer Value Management process Discussion, Question-Answer, Lecture, Self Study, Homework, Testing,
5 Explain Active and passive Loyalty programs Self Study, Lecture, Question-Answer, Discussion, Testing, Homework,
6 Express customer complaint management Discussion, Question-Answer, Lecture, Self Study, Testing, Homework,
7 Recognize and select convenient information technologies for CRM Lecture, Self Study, Question-Answer, Discussion, Testing, Homework,
8 Criticize CRM Discussion, Self Study, Question-Answer, Lecture, Homework, Testing,
Week Course Topics Preliminary Preparation
1 Introduction to Customer Relationship Management
2 Relational marketing approach
3 Customer concept, requirements and needs
4 Economy of Customer Relationship Management
5 CRM components
6 Types of relationship
7 Customer retention
8 Customer complaint management
9 Customer pyramid
10 Customer Value Management
11 CRM Measurement
12 Evaluation of CRM techology and systems
13 Reasons of failure on CRM
14 Future of CRM
Resources
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1
2 X
3 X
4
5 X
6
7
8
9
10
11
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 50
1. Kısa Sınav 15
1. Ödev 20
2. Kısa Sınav 15
Total 100
1. Yıl İçinin Başarıya 20
1. Final 80
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 2 32
Mid-terms 1 10 10
Quiz 2 5 10
Assignment 1 10 10
Final examination 1 10 10
Total Workload 120
Total Workload / 25 (Hours) 4.8
dersAKTSKredisi 4