Customer Relations In Banking Management
Banking and Insurance
Vocational School of Kandıra
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 Relations In Banking Management | BSP242 | Elective | Associate degree | 2 | Spring | 3 |
Name of Lecturer(s)
Lecturer Nur KARACAN AĞAR
Learning Outcomes of the Course Unit
1) Defining Customer Relationship Management process
2) Developing suitable approaches for consumer behavior and customer types
3) Devoloping strategies for customer retention and wining the lost customers
4) Defining customer value management process
5) Explaining customer loyalty programs
6) Arranging the management of customer complaints
7) Identifing appropriate information technologies for Customer Relationship Management
8) Evaluating customer relationship management as critically
Program Competencies-Learning Outcomes Relation
| Program Competencies | |||||||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | ||
| Learning Outcomes | |||||||||||||
| 1 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
| 2 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
| 3 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
| 4 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
| 5 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
| 6 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
| 7 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
| 8 | High | High | High | Low | Low | Low | Low | High | High | High | High | High | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
Not Required
Course Contents
Adoption of the conceptual basis of cases in the context of customer relationship management, customer analysis and the different aspects of the concept of considering a student, customer analysis and customer relations in the context of the basic technical analysis techniques necessary to carry out the purposes of business development and implementation of strategies and programs constitute the content of the course information.
Weekly Schedule
1) Improving customer relations in Banks2) New dimensions of Customer Relations in Banks
3) Communication with customers in Banks
4) Customer service in Banks
5) Customer Acquisition and Retention in Banks
6) Evaluation of customer relations in Banks
7) Overall rating
8) Midterm examination/Assessment
9) Organizational Culture and Change in Banks
10) Organizational Culture and Change in Banks 2
11) Customer-focused change management in Banks
12) Place in the world and the importance of customer relationship management
13) The place and importance of customer relationship management for banks
14) Overall rating
15) Overall rating
16) Final examination
Recommended or Required Reading
Planned Learning Activities and Teaching Methods
1) Lecture
2) Question-Answer
3) Discussion
Assessment Methods and Criteria
Contribution of Midterm Examination to Course Grade |
40% |
|---|---|
Contribution of Final Examination to Course Grade |
60% |
Total |
100% |
Language of Instruction
Turkish
Work Placement(s)
Not Required