AKTS / İŞ YÜKÜ TABLOSU

INDIVIDUAL COURSE DESCRIPTION
Course Unit Title
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Course Unit Code
Type of Course Unit
(Compulsory, Optional)
Optional
Level of Course Unit (Short
Cyle, First Cycle, Second Cycle,
Third Cycle)
Second Cycle
Number of ECTS Credits
Allocated
8
Theoretical (hour/week)
3
Practice (hour/week)
Laboratory (hour/week)
Year of Study
1st Year
Semester when the course unit
is delivered
2nd Semester
Mode of Delivery (Face-ToFace, Distance Learning)
Face to Face
Language of Instruction
(Turkish, English, German)
Turkish
Prerequisities and corequisities (Ön Koşul olan
dersler ya da bu dersi başarmak
için alınmış olması önerilen
dersler varsa yazılması gerekir.
Ön koşul dersi yoksa “None”
diye belirtilmesi gerekir.)
None
Recommended Optional
None
Programme Components (Ders
için önerilen konular varsa
yazılması, yoksa “None” diye
belirtilmesi gerekir.)
Work Placement(s) (Bu dersle
ilgili herhangi bir staj
uygulaması varsa yazılması,
yoksa “None” diye belirtilmesi
gerekir.)
None
Objectives of the Course
The aim of this course is to acquaint students about the concepts of and
customer relationship management as a business philosophy and
technology. This course focuses on the development and implementation of
customer relationship strategies via use of CRM tools.
Learning Outcomes
LO1. To gain new perspectives of customer relationship management.
LO2. To gain skills about building and managing relations with customers
and suppliers in conjunction with gender issues.
Course Contents
Customer relationship concept and features, new dimensions of customer
relationship, total quality management in sales and marketing, creating
value for customers, customer communication model and its elements
communication types, customer service quality and systems, customer
acquisition and retention, measuring customer relations
Weekly Detailed Course
Contents (yarıyıllık dersler için
arasınav ve final sınavları dahil
edilerek 16 haftalık, yıllık
dersler için arasınav ve final
sınavları dahil edilerek 30
haftalık)
1. week: The Concept of Customer Relations and Its Importance
2 week: Sources of Customer Relations Management
3 week: Components of Customer Relations
4 week: Strategic framework for CRM
5 week: Customer Service and Service Quality
6 week: Customer Satisfaction and Loyalty
7 week: Customer Complaint Management
8 week: Mid-Term
9 week: Customer Relations Management Process
10 week: Assessment of Customer Relations
11 week: Gathering and Analyzing Customer Data
12 week: Developing Customer Relations Programs
13 week: Analytical CRM
14 week: CRM Tools
15 week: CRM Implementations
16 week: Final
• Buttle, Francis. (2009). Customer Relationship Management, (2nd
Edition). Elsevier Publishing
• Don Peppers and Martha Rogers (2010), Managing Customer
Relationships: A Strategic Framework, John Wiley & Sons, Inc
• “Analytical CRM”. SAP. Retrieved December 26, 2009 from
http://www.sap.com/solutions/businesssuite/crm/pdf/AnalyticalCRM_50046585.pdf
Recommended or Required
Reading
ASSESSMENT
Term (or Year) Learning
Activities
Attendance
Weight, %
Lab
-
Application
-
Field Work
-
Special Course Internship
-
Homework Assignments
-
Presentations
-
Project
-
Seminar
-
Mid-Terms
40
Final
60
TOTAL
-
100
Contribution of Term (Year)
Learning Activities to Success
Grade
40
Contribution of Final Exam to
Success Grade
60
100
TOTAL
Planned Learning Activities, Teaching Methods, Evaluation Methods and Student Workload
Activities
Quantity
Duration
Total Work Load
(hour)
(hour)
16
3
48
Study hours out of class
12
4
48
Presentations/ Seminar
1
30
30
Project
1
40
40
1
2
2
16
2
32
Course hours
Lab
Application
Special Course Internship
Field Work
Homework Assignments
Mid-Terms
a)Exam
b) Student’s preparation
Final
a)Exam
b) Student’s preparation
1
2
2
20
2
40
TOTAL
72
85
242
ECTS Credits
242/30=8 ECTS
Contribution of Learning Outcomes to Programme Outcomes*
Learning
Outcomes
Programme Outcomes
PO1 PO2 PO3 PO4 PO5 PO6 PO7 PO8 PO9 PO10 PO11 PO12 PO13 PO14 PO15 PO16 PO17
LO 1
LO 2
LO 3
5
5
5
5
5
5
5
5
5
4
4
5
5
5
5
* Contribution Level: 1 Very Low
3
5
5
5
5
5
2 Low
5
5
5
4
4
5
5
5
5
3 Medium
4
5
5
4 High
4
4
5
5
5
5
5
4
5
5 Very High
4
5
5
4
5
5
2
1
5