Customer Relationship Management
Office Management and Executive Assistance
Vocational School of Hereke Ömer İsmet Uzunyol Vocational School
Short Cycle (Associate's Degree)
| Course Unit Title | Course Unit Code | Type of Course Unit | Level of Course Unit | Year of Study | Semester | ECTS Credits |
|---|---|---|---|---|---|---|
| Customer Relationship Management | OMP233 | Elective | Associate degree | 2 | Fall | 3 |
Name of Lecturer(s)
Prof. Dr. Arzu MORKOYUNLU
Assistant Prof. Dr. Cüneyd İkbal SARIOĞLU
Lecturer Ali Hakan TÜRKAY
Learning Outcomes of the Course Unit
1) Explain the customer to regain programs
1) Explain the customer to regain programs
2) Explain the measurement techniques in customer relations management.
2) Explain the measurement techniques in customer relations management.
3) Recognize customer value management process
3) Recognize customer value management process
4) Apply Customer Relationship Management process
4) Apply Customer Relationship Management process
5) Practice the management of customer complaints
5) Practice the management of customer complaints
Program Competencies-Learning Outcomes Relation
| Program Competencies | ||||||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | ||
| Learning Outcomes | ||||||||||||
| 1 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 1 | Low | No relation | Low | No relation | Low | No relation | High | No relation | Middle | No relation | Low | |
| 2 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 2 | Low | No relation | Low | No relation | Low | No relation | High | No relation | Middle | No relation | Low | |
| 3 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 3 | Low | No relation | Low | No relation | Low | No relation | High | No relation | Middle | No relation | Low | |
| 4 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 4 | Low | No relation | Low | No relation | Low | No relation | High | No relation | Middle | No relation | Low | |
| 5 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 5 | Low | No relation | Low | No relation | Low | No relation | High | No relation | Middle | No relation | Low | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
None
Course Contents
One-to-one marketing and customer relationship management, successful companies at crm, appearing of customer relationship management, interrogating concepts in crm process and new discoveries, developing customer relations and customer service, gaining and keeping of customer, evaluation of customer relations, customer operations, customer loyalty model, customer-centered thinking, trusted agent, speciliaties of a successful crm project, organisational culture and organizational change, risks at crm projects, actions in turkey at customer relationship management, crm institute Turkey prizes.
Recommended or Required Reading
Planned Learning Activities and Teaching Methods
Assessment Methods and Criteria
Language of Instruction
Turkish
Work Placement(s)
Not Required