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Course Unit Title | Course Unit Code | Type of Course Unit | Level of Course Unit | Year of Study | Semester | ECTS Credits |
---|---|---|---|---|---|---|
Customer Relation Management | IYP216 | Elective | Associate degree | 2 | Spring | 3 |
Prof. Dr. Arzu MORKOYUNLU
Associate Prof. Dr. Leyla ŞENOL
Associate Prof. Dr. Sema YILMAZ GENÇ
Assistant Prof. Dr. Hale BÜTÜN BAYRAM
Assistant Prof. Dr. Okan ŞENELDİR
Lecturer Tülin BAYRAKTAR
Lecturer Şimal ÇELİKKOL
Lecturer Mustafa OF
Lecturer Yılmaz PEKMEZCAN
Lecturer Hüseyin SOYDAŞ
Lecturer Vasfi Nadir TEKİN
Lecturer Ali Hakan TÜRKAY
Lecturer Dr. Zafer CESUR
1) Identifying how to gain and keep of customers
1) Identifying how to gain and keep of customers
2) Develop the evaluation techniques of customer relations
2) Develop the evaluation techniques of customer relations
3) Configuring the creation and management of customer-focused culture.
3) Configuring the creation and management of customer-focused culture.
4) Organizing the right ways to establish interpersonal communication.
4) Organizing the right ways to establish interpersonal communication.
5) Improving attitudes about how to approach to the customer.
5) Improving attitudes about how to approach to the customer.
6) Gaininig the ability to manage customer relationships.
6) Gaininig the ability to manage customer relationships.
Bölümün/programın program yeterlilikleri sistemde olmadığından ilişkilendirme işlemi yapılamamıştır.
e-course
None
Not Required
This course includes : 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.
1- Yavuz Odabaşı, Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, 2009.
2- Cemalettin Aktepe, Mehmet BAŞ, Metehan Tolon, Customer Relationship Management, Detail Publishing, 2008
3- Hasan Taşpınar, CRM Teknik Alt Yapısı & İşlevsellikleri, Seçkin Yayıncılık, 2006.
4- http://e-ogrenme.anadolu.edu.tr/eKitap/PMY201U.pdf
PERAKENDECİLİKTE MİY
1) Lecture
2) Question-Answer
3) Discussion
Contribution of Midterm Examination to Course Grade |
30% |
---|---|
Contribution of Final Examination to Course Grade |
70% |
Total |
100% |
Turkish
Not Required