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 | |
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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 |