| Course Unit Title | Course Unit Code | Type of Course Unit | Level of Course Unit | Year of Study | Semester | ECTS Credits |
|---|---|---|---|---|---|---|
| Customer Relations | IYP212 | Elective | Associate degree | 2 | Spring | 3 |
Name of Lecturer(s)
Prof. Dr. Arzu MORKOYUNLU
Associate Prof. Dr. Leyla ŞENOL
Associate Prof. Dr. Sema YILMAZ GENÇ
Assistant Prof. Dr. Tülin BAYRAKTAR
Assistant Prof. Dr. Hale BÜTÜN BAYRAM
Assistant Prof. Dr. Ufuk COŞKUN
Assistant Prof. Dr. Oylum EKŞİ
Assistant Prof. Dr. Yunus FURUNCU
Assistant Prof. Dr. Okan ŞENELDİR
Lecturer Yavuz ARSLAN
Lecturer Tülin BAYRAKTAR
Lecturer Şimal ÇELİKKOL
Lecturer Nur KARACAN AĞAR
Lecturer Yılmaz PEKMEZCAN
Lecturer Hüseyin SOYDAŞ
Lecturer Vasfi Nadir TEKİN
Lecturer Ali Hakan TÜRKAY
Lecturer Sadettin YILMAZ
Lecturer Dr. Süheyla BAYRAKTAR
Lecturer Dr. Zafer CESUR
Lecturer Dr. Barış DEMİR
Learning Outcomes of the Course Unit
1) Identifying how to gain and keep of customers
2) Identifying how to gain and keep of customers
3) Develop the evaluation techniques of customer relations
4) Develop the evaluation techniques of customer relations
5) Configuring the creation and management of customer-focused culture.
6) Configuring the creation and management of customer-focused culture.
7) Organizing the right ways to establish interpersonal communication.
8) Improving attitudes about how to approach to the customer.
9) Gaininig the ability to manage customer relationships.
Program Competencies-Learning Outcomes Relation
| Program Competencies | ||||||||||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | ||
| Learning Outcomes | ||||||||||||||||
| 1 | No relation | High | Low | Low | Low | Low | Low | No relation | Low | No relation | Middle | Low | Middle | Low | Low | |
| 2 | Low | Low | Low | Low | Low | Low | Low | No relation | Low | No relation | Middle | Low | Middle | Low | Low | |
| 3 | Middle | Low | Low | Low | Low | Low | Low | No relation | No relation | No relation | Middle | Low | Low | Low | No relation | |
| 4 | Middle | Low | Low | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Middle | No relation | Low | No relation | No relation | |
| 5 | Middle | Low | Low | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Low | Low | Low | Low | No relation | |
| 6 | Middle | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Low | Low | Low | Low | No relation | |
| 7 | Middle | Low | Low | Low | Low | Low | No relation | No relation | No relation | No relation | Middle | Low | Low | Low | No relation | |
| 8 | Middle | Low | Low | Low | Low | Low | No relation | No relation | No relation | No relation | Middle | Low | Low | Low | No relation | |
| 9 | Middle | Low | Low | Low | Low | Middle | No relation | No relation | No relation | No relation | Low | Low | Low | Low | No relation | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
-consumer behavior, total quality management, sales management, marketing research
Course Contents
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.
Weekly Schedule
1) Customer Relationship Management2) Customer Description
3) Customer Loyalty
4) Customer Relationship Management and Relationship Marketing
5) Marketing and Sales of Total Quality Management
6) Customer Value
7) Contact Customer Relationship Management Process
8) Midterm examination/Assessment
9) Customer Relationship Management Customer Service
10) Customer Relationships
11) Organizational Culture and Change
12) Customer Management Relations survey methods of preparation
13) Survey Preparation work for Customer Relationship Management
14) case studies
15) Overall Rating
16) Final examination
Recommended or Required Reading
1- Yavuz Odabaşı, Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, 2009.
Cemalettin Aktepe, Mehmet Baş, Metehan Tolon, Müşteri İlişkileri Yönetimi, Detay Yayıncılık, 200
2- Yavuz ODABAŞI, Sales and Marketing, Customer Relationship Management, Systems Publishing, 2009.
Cemalettin Aktepe, Mehmet BAŞ, Metehan Tolon, Customer Relationship Management, Detail Publishing, 2008
3- Hasan Taşpınar, CRM Teknik Alt Yapısı & İşlevsellikleri, Seçkin Yayıncılık, 2006.
4- Hasan Taspinar, CRM Technical Sub-Structure & Functionality, distinguished Publishing, 2006.
Planned Learning Activities and Teaching Methods
1) Lecture
2) Lecture
3) Question-Answer
4) Question-Answer
5) Discussion
6) Discussion
7) Group Study
8) Group Study
9) Lab / Workshop
10) Lab / Workshop
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