Customer Relationship Management
Marketing
Vocational School of A.Riza Veziroglu
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 | PAP203 | Elective | Associate degree | 2 | Fall | 3 |
Name of Lecturer(s)
Lecturer Ertan KARAÇAY
Lecturer İsmail KILIÇASLAN
Lecturer Erdem TERZİOĞLU
Learning Outcomes of the Course Unit
1) Gaining and keeping of customers
1) Gaining and keeping of customers
2) Evaluation techniques of customer relations
2) Evaluation techniques of customer relations
3) Creating and managing customer culture orientated
3) Creating and managing customer culture orientated
Program Competencies-Learning Outcomes Relation
| Program Competencies | |||||||||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | ||
| 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 | No relation | No relation | No relation | |
| 1 | High | Middle | High | High | Middle | Middle | Low | Low | Low | Middle | Middle | Low | No relation | No relation | |
| 2 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 2 | High | Low | High | Middle | Middle | Low | High | Low | Middle | Low | Middle | Low | No relation | No relation | |
| 3 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 3 | Middle | High | Middle | No relation | Middle | Middle | Low | Middle | Low | Low | High | Middle | No relation | No relation | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
Service Marketing, Marketing Communication, Odabaşı Yavuz, Tüketici Davranışları, Media Cat yayınları
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.
Weekly Schedule
1) Communication with Customers and Its Dimensions: Introduction2) Customer Relationship Management: Definition, Scope, Importance;
3) Communication with Customers and Its Dimensions: Introduction
4) Customer Loyalty and Quality in Services
5) Customer Loyalty and Quality in Services
6) Strategic Approach to Customer Relations Planning and Implementation Process of Customer Relations
7) Strategic Approach to Customer Relations Planning and Implementation Process of Customer Relations
8) Strategic Approach to Customer Relations Planning and Implementation Process of Customer Relations
9) Organizational Culture and Customer Relations
10) Organizational Culture and Customer Relations
11) Customer Relationship Management Applications
12) Customer Relationship Management Applications
13) Problems and Solutions in Customer Relations
14) Problems and Solutions in Customer Relations
15) Problems and Solutions in Customer Relations
16) Final Exam
Recommended or Required Reading
- MÜŞTERİ İLİŞKİLERİ YÖNETİMİ: Doç.Dr. Hülya BAKIRTAŞ
Planned Learning Activities and Teaching Methods
1) Lecture
2) Question-Answer
3) Discussion
4) Drill and Practice
5) Group Study
6) Self Study
7) Problem Solving
Assessment Methods and Criteria
Contribution of Midterm Examination to Course Grade |
30% |
|---|---|
Contribution of Final Examination to Course Grade |
70% |
Total |
100% |
Language of Instruction
Turkish
Work Placement(s)
Not Required