Ders Adı Kodu Yarıyıl T+U Saat Kredi AKTS
Customer Relatıons Management PAP 214 4 2 + 1 3 6
Ön Koşul Dersleri
Önerilen Seçmeli Dersler
Dersin Dili Türkçe
Dersin Seviyesi Ön Lisans
Dersin Türü Zorunlu
Dersin Koordinatörü Öğr.Gör. FATİH ALBAYRAK
Dersi Verenler Doç.Dr. OSMAN HAMDİ METE,
Dersin Yardımcıları
Dersin Kategorisi Diğer
Dersin Amacı 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
Dersin İçeriği Customer Relationship Management process, customer requirements and needs, types of customers, customer value management, loyalty and satisfaction programs, customer complaint management.
# Ders Öğrenme Çıktıları Öğretim Yöntemleri Ölçme Yöntemleri
1 Organize Customer Relation Management process Question-Answer, Self Study, Discussion, Lecture, Testing, Homework,
2 Categorize consumer behaviours and types of Customers Discussion, Question-Answer, Lecture, Self Study, Testing, Homework,
3 Describe Customer Retention and regaining programs Self Study, Lecture, Question-Answer, Discussion, Testing, Homework,
4 Recognize Customer Value Management process Question-Answer, Discussion, Lecture, Self Study, Homework, Testing,
5 Explain Active and passive Loyalty programs Self Study, Lecture, Discussion, Question-Answer, Testing, Homework,
6 Express customer complaint management Question-Answer, Discussion, Lecture, Self Study, Homework, Testing,
7 Recognize and select convenient information technologies for CRM Self Study, Lecture, Discussion, Question-Answer, Testing, Homework,
8 Criticize CRM Question-Answer, Discussion, Lecture, Self Study, Testing, Homework,
Hafta Ders Konuları Ön Hazırlık
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
Kaynaklar
Ders Notu
Ders Kaynakları
Sıra Program Çıktıları Katkı Düzeyi
1 2 3 4 5
1 X
2 X
3
4 X
5 X
6
7
8
9
10
11
Değerlendirme Sistemi
Yarıyıl Çalışmaları Katkı Oranı
1. Ara Sınav 50
1. Kısa Sınav 15
1. Ödev 20
2. Kısa Sınav 15
Toplam 100
1. Yıl İçinin Başarıya 20
1. Final 80
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
Quiz 2 15 30
Assignment 1 20 20
Oral Examination 1 10 10
Toplam İş Yükü 166
Toplam İş Yükü / 25 (Saat) 6,64
Dersin AKTS Kredisi 6