| Ders Adı | Kodu | Yarıyıl | T+U Saat | Kredi | AKTS |
|---|---|---|---|---|---|
| Customer Relatıonshıp Management | UYP 516 | 0 | 3 + 0 | 3 | 6 |
| Ön Koşul Dersleri | |
| Önerilen Seçmeli Dersler | |
| Dersin Dili | Türkçe |
| Dersin Seviyesi | YUKSEK_LISANS |
| Dersin Türü | Seçmeli |
| Dersin Koordinatörü | Prof.Dr. HAYRETTİN ZENGİN |
| Dersi Verenler | Prof.Dr. HAYRETTİN ZENGİN, |
| Dersin Yardımcıları | |
| Dersin Kategorisi | Alanına Uygun Öğretim |
| Dersin Amacı | 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. |
| Dersin İçeriği | 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. |
| # | Ders Öğrenme Çıktıları | Öğretim Yöntemleri | Ölçme Yöntemleri |
|---|---|---|---|
| 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, |
| Hafta | Ders Konuları | Ön Hazırlık |
|---|---|---|
| 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 |
| Kaynaklar | |
|---|---|
| Ders Notu | |
| Ders Kaynakları | |
| Sıra | Program Çıktıları | Katkı Düzeyi | |||||
|---|---|---|---|---|---|---|---|
| 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. | ||||||
| Değerlendirme Sistemi | |
|---|---|
| Yarıyıl Çalışmaları | Katkı Oranı |
| 1. Ara Sınav | 50 |
| 1. Ödev | 30 |
| 2. Ödev | 20 |
| 2. Ara Sınav | 0 |
| Toplam | 100 |
| 1. Yıl İçinin Başarıya | 50 |
| 1. Final | 50 |
| 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 | 1 | 15 | 15 |
| Final examination | 1 | 25 | 25 |
| Toplam İş Yükü | 146 | ||
| Toplam İş Yükü / 25 (Saat) | 5,84 | ||
| Dersin AKTS Kredisi | 6 | ||