| 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 | |
|---|---|
| Course Notes | |
| Course Resources | |
| Evaluation System | |
|---|---|
| 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 | ||