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
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1 Demonstrate understanding of, and apply, basic concepts in production management and marketing
2 :Demonstrate knowledge of how managers and employees interact in organizations.
3 Recognize and explain the effect of production management and marketing on organizations and/or individuals.
4 Demonstrate the ability to be empathetic and actively listen.
5 Communicates effectly within formal and informal groups
6 Define and analyze the root cause of "production management and marketing" problems
7 Review literature professionally and propose novel research questions
8 Find proper solutions to managerial problems
9 Apply to approtiate methodological approaches to the field of production management and marketing
10 Discusses the research findings in the context of the relevant literature.
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