Customer Relationship Management
Public Relations and Publicity
Vocational School of Gazanfer Bilge
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 | HIP219 | Elective | Associate degree | 2 | Fall | 3 |
Name of Lecturer(s)
Lecturer Nur KARACAN AĞAR
Lecturer Muhammed Hamdi EKİNCİ
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 | ||
| Learning Outcomes | |||||||||
| 1 | High | High | High | High | High | Middle | High | Middle | |
| 2 | High | High | High | High | High | Middle | High | Middle | |
| 3 | High | High | High | High | High | Middle | High | Middle | |
| 4 | High | High | High | High | High | Middle | No relation | Middle | |
| 5 | High | High | High | High | High | Middle | High | Middle | |
| 6 | High | High | High | High | High | Middle | High | Middle | |
| 7 | High | High | High | High | High | Middle | High | Middle | |
| 8 | High | High | High | High | High | Middle | High | Middle | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
Marketing Management
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.
Recommended or Required Reading
Planned Learning Activities and Teaching Methods
1) Lecture
2) Lecture
3) Question-Answer
4) Question-Answer
5) 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