Kocaeli University / European Credit Transfer System (ECTS)

Name of Lecturer(s)

Assistant Prof. Dr. Yıldız ŞAHİN

Learning Outcomes of the Course Unit
Program Competencies-Learning Outcomes Relation

Learning Outcomes of the Course Unit

1) At the end of the course, students should learn recent practices of how to build, manage and maintain customer relationships in systems that produce services / physical products.
2) They will be reached a level of knowledge to perform successful customer relationship management applications in their companies.
3) They can contribute to increasing the company's success by performing studies appropriate customer oriented working principles and customer expectations.

Program Competencies-Learning Outcomes Relation

Bölümün/programın program yeterlilikleri sistemde olmadığından ilişkilendirme işlemi yapılamamıştır.

Mode of Delivery

Face to Face

Prerequisites and Co-Requisites

None

Recommended Optional Programme Components

Not Required

Course Contents

The basic principles of Customer Relationship Management, to understand the differences between customers, collection of customer informations, Customer intimacy: The concept of customer relationships and properties; New Dimensions of Customer Relationships: Total Quality Management in sales and marketing, Value creation for the customer; Communication with Customers: Contact model and elements, Forms of communication with customers, Customer Service: Customer service quality and system; Customer loyalty, To win and retention of customers ; strategies to win new customers, Measurement of customer relationships, : Focus group interviews, Advisory panels, The critical incident technique, Customer relationships survey, Benchmarking; Organizational Culture and Change: The creation of customer-focused culture, Prevents cultural change, customer focused change management.

Weekly Schedule

1) Basic principles of Customer Relationship Management, understanding the differences between customers, collecting customer information,
2) Improving Customer Relations
3) The concept and characteristics of customer relations
4) New Dimensions of Customer Relations: Total quality management in sales and marketing
5) Communication with Customers: Communication model and elements, Communication with customers;
6) Customer Service: Customer service quality and system; customer loyalty,
7) Winning and Retaining Customers; new customer acquisition strategies
8) Mid term exam
9) Measurement of Customer Relations: Focus group interviews, Advisory panels, Critical incident technique, Customer relationship survey, Benchmarking
10) Organizational Culture and Change: Creation of customer-oriented culture, Barriers to cultural change,
11) Customer-oriented change management
12) Case study
13) Case study
14) Homework presentations
15) Homework presentations
16) final exam

Planned Learning Activities and Teaching Methods

1) Lecture
2) Question-Answer
3) Discussion
4) Self Study
5) Project Based Learning

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)