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Ders Tanımı

Ders Kodu Yarıyıl T+U Saat Kredi AKTS
CUSTOMER RELATIONSHIP MANAGEMENT MBA 514 0 3 + 0 3 7
Ön Koşul Dersleri
Önerilen Seçmeli Dersler
Dersin Dili Türkçe
Dersin Seviyesi Yüksek Lisans
Dersin Türü SECMELI
Dersin Koordinatörü Prof.Dr. REMZİ ALTUNIŞIK
Dersi Verenler Prof.Dr. REMZİ ALTUNIŞIK
Dersin Yardımcıları
Dersin Kategorisi
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.
Dersin Öğrenme Çıktıları Öğretim Yöntemleri Ölçme Yöntemleri
1 - Ability to look at the concept of customers from different dimentions 1 - 2 - 3 - 14 - A - B - C -
2 - Ability to comprehend related concepts of customer relationship 1 - 3 - 10 - 12 - 14 - A -
3 - Ability to gain experience in the analysis of customers 1 - 3 - 14 - A - B - C -
4 - Ability to gain insight in the effectiveness in the management of customer satisfaction and complaint management process 3 - 8 - 10 - 12 - 14 - A - C -
5 - Ability to manage customer databases as well as data analysis 1 - 3 - 8 - 10 - 15 - A -
6 - Ability to evaluate customer life time value and its management 1 - 2 - 3 - 12 - 14 - A - B - C -
7 - 1 - 3 - 10 - 14 - 15 - A - B - C -
Öğretim Yöntemleri: 1:Lecture 2:Question-Answer 3:Discussion 14:Self Study 10:Brain Storming 12:Case Study 8:Group Study 15:Problem Solving
Ölçme Yöntemleri: A:Testing B:Oral Exam C:Homework

Ders Akışı

Hafta Konular ÖnHazırlık
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

Döküman Paylaşımı


Dersin Program Çıktılarına Katkısı

No Program Öğrenme Çıktıları KatkıDüzeyi
1 2 3 4 5

Değerlendirme Sistemi

YARIYIL İÇİ ÇALIŞMALARI SIRA KATKI YÜZDESİ
AraSinav 1 40
Odev 1 30
Odev 2 30
Toplam 100
Yıliçinin Başarıya Oranı 50
Finalin Başarıya Oranı 50
Toplam 100

AKTS - İş Yükü

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