| 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 | ||