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Course Description

Course Code Semester Teoric Credit ECTS
CUSTOMER RELATIONS MANAGEMENT MYO 226 2 2 + 1 3 4
Prerequisite Courses
Recommended Elective Courses
Course Language Türkçe
Level of the Course Önlisans
Course Type ZORUNLU
Course Coordinator Dr.Öğr.Üyesi AYKUT YILMAZ
Instructor Öğr. Gör. EMİNE DEMET ÖRGÜT
Öğr. Gör. CEMAL EROĞLU
Course Assistants
Course Category Alanına Uygun Temel Öğretim
Course Objective
To train individuals who know customer requirements and needs, to be able to perform Customer Relationship Management process, to know customer classification, Customer Value Management
Course Content
Customer Relationship Management process, customer requirements and needs, types of customers, customer value management, loyalty and satisfaction programs, customer complaint management.
Learning Outcomes of the Course Teaching Methods Measurement Methods
1 - Organize Customer Relation Management process 12 - 2 - A -
2 - Categorize consumer behaviours and types of Customers 12 - 2 - 1 - A -
3 - Describe Customer Retention and regaining programs 12 - 2 - 1 - A -
4 - Recognize Customer Value Management process 12 - 2 - 1 - C - A -
5 - Explain Active and passive Loyalty programs 3 - 2 - 1 - C - A -
6 - Express customer complaint management 12 - 2 - 1 - C - A -
7 - Recognize and select convenient information technologies for CRM 3 - 2 - 1 - C - A -
8 - Criticize CRM 2 - 1 - 12 - 3 - A - C -
Teaching Methods: 2:Question-Answer 1:Lecture 12:Case Study 3:Discussion
Measurement Methods: A:Testing C:Homework

Course Flow

Week Topics Preliminary
1 Introduction to Customer Relationship Management
2 Relational marketing approach
3 Customer concept, requirements and needs
4 Economy of Customer Relationship Management
5 CRM components
6 Types of relationship
8 Customer complaint management
9 Customer pyramid
10 Customer Value Management
11 CRM Measurement
12 Evaluation of CRM techology and systems
13 Reasons of failure on CRM
14 Future of CRM
7 Customer retention

Resources

Lecture Notes
Course Resources

Document Sharing


Contribution of the Course to Program Outcomes

No Program Learning Outcomes Contribution Level
1 2 3 4 5

Evaluation System

Contribution Level Order Percentage of Contribution
AraSinav 1 50
KisaSinav 1 15
KisaSinav 2 15
Odev 1 20
Total 100
The Ratio of the Semester to Success 40
Final to Success Ratio 60
Total 100

ECTS Workload

Activity Sayısı Time (Hour) Total Workload (Hour)
Course Duration (Including the exam week: 16x Total course hours) 16 3 48
Hours for off-the-classroom study (Pre-study, practice) 16 2 32
Mid-terms 1 7 7
Quiz 2 8 16
Assignment 1 7 7
Final examination 1 10 10
Total Workload 120
Total Workload / 25 (h)Toplam İş Yükü /25(s) 4.8
ECTS Credit of the Course 4.8
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