Course Name | Code | Semester | T+U Hours | Credit | ECTS |
---|---|---|---|---|---|
Customer Relationship Management | UYP 516 | 0 | 3 + 0 | 3 | 6 |
Precondition Courses | |
Recommended Optional Courses | |
Course Language | Turkish |
Course Level | yuksek_lisans |
Course Type | Optional |
Course Coordinator | Doç.Dr. HAYRETTİN ZENGİN |
Course Lecturers | Doç.Dr. HAYRETTİN ZENGİN, |
Course Assistants | |
Course Category | |
Course Objective | The aim of this course is to provide students with the knowledge reagrding customer relationship management which is considered as a means to achieve organizational goals within today´s competitive environmemnt as well as the management of customer relations which lies at the heart of modern marketing philosophy. |
Course Content | In this course, the concepts of relationship, customer and customer relationship are examined and the concept of customer relationshipos are examine from an analytical as well as managerail perspective. |
# | Course Learning Outcomes | Teaching Methods | Assessment Methods |
---|---|---|---|
1 | Ability to look at the concept of customers from different dimentions | Lecture, Brain Storming, Question-Answer, Discussion, Group Study, | Testing, Homework, Performance Task, |
2 | Ability to comprehend related concepts of customer relationship | Drilland Practice, Group Study, Question-Answer, Discussion, Lecture, Brain Storming, | Testing, Homework, Performance Task, |
3 | Ability to gain experience in the analysis of customers | Lecture, Brain Storming, Case Study, Question-Answer, Discussion, Group Study, | Testing, Homework, Performance Task, |
4 | Ability to gain insight in the effectiveness in the management of customer satisfaction and complaint management process | Group Study, Lecture, Discussion, Question-Answer, Case Study, Brain Storming, | Homework, Testing, |
5 | Ability to manage customer databases as well as data analysis | Lecture, Question-Answer, Discussion, Group Study, | Testing, Homework, Performance Task, |
Week | Course Topics | Preliminary Preparation |
---|---|---|
1 | New Economy and Marketing | |
2 | What is Customer Relationship Management(CRM)? | |
3 | CRM and Value Concept | |
4 | CRM Process | |
5 | CRM Components | |
6 | CRM Model | |
7 | CRM and Knowledge | |
8 | Mid. Exam | |
9 | CRM Analysis Technics-1 | |
10 | CRM Analysis Technics-2 | |
11 | Segmentation | |
12 | e-CRM | |
13 | Customer Lifetime Value | |
14 | CRM and Firm Performance Ralationship |
Resources | |
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Course Notes | |
Course Resources |
Evaluation System | |
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Semester Studies | Contribution Rate |
1. Ara Sınav | 50 |
1. Ödev | 30 |
1. Performans Görevi (Seminer) | 20 |
Total | 100 |
1. Yıl İçinin Başarıya | 50 |
1. Final | 50 |
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 | 10 | 10 |
Quiz | 1 | 15 | 15 |
Final examination | 1 | 25 | 25 |
Total Workload | 146 | ||
Total Workload / 25 (Hours) | 5.84 | ||
dersAKTSKredisi | 6 |