Course Detail
Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| SOCIAL CRM | - | Fall Semester | 2+1 | 2,5 | 5 |
| Course Program |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | Turkish |
| Course Level | First Cycle (Bachelor's Degree) |
| Course Type | Elective |
| Course Coordinator | Assist.Prof. Saadet UĞURLU |
| Name of Lecturer(s) | Assist.Prof. Saadet UĞURLU |
| Assistant(s) | |
| Aim | |
| Course Content | This course contains; New Customer definition,How did Customer Relationship Management emerge? Definition, scopes,Customer brief in Social Media, how to get a brief, strategic planning, creative brief,Developing communication with customers,Customer acquisition and retention, measurement,Customer satisfaction and loyalty in Social CRM,General course repetition,New Consumer's changing purchasing behavior: FMOT- ZMOT,Data Management,Current Customer and Potential Customer Programs,Lifelong Data Management in Social CRM,E.WOMM, Word of mouth marketing areas,Sample studies from around the world and Turkey. Case studies,Sample studies from around the world and Turkey. Case studies. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| 10, 13, 18, 6, 9 | A, E, F | |
| Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 18: Micro Teaching Technique, 6: Experiential Learning, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam, E: Homework, F: Project Task |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | New Customer definition | Course concepts should be examined. |
| 2 | How did Customer Relationship Management emerge? Definition, scopes | The presentation in the Mebis course file can be examined. |
| 3 | Customer brief in Social Media, how to get a brief, strategic planning, creative brief | Sample pages should be examined. |
| 4 | Developing communication with customers | The book 'Strategic Communication Management in New Media' should be read, 74-151 |
| 5 | Customer acquisition and retention, measurement | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 6 | Customer satisfaction and loyalty in Social CRM | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 7 | General course repetition | Course concepts should be examined. |
| 8 | New Consumer's changing purchasing behavior: FMOT- ZMOT | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 9 | Data Management | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 10 | Current Customer and Potential Customer Programs | Examination of old research papers in Mebis course files |
| 11 | Lifelong Data Management in Social CRM | Examination of old research papers in Mebis course files |
| 12 | E.WOMM, Word of mouth marketing areas | Sample pages should be examined. |
| 12 | Sample studies from around the world and Turkey. Case studies | Sample pages should be examined. |
| 14 | Sample studies from around the world and Turkey. Case studies | Sample pages should be examined. |
| Resources |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Knows the basic concepts and theoretical grounds related to the field. | X | |||||
| 2 | Determines the facts related to New Media and Communication Systems and analyzes these facts with various dimensions. | X | |||||
| 3 | Analyzes the needs of the media organizations and plans and applies strategies accordingly. | X | |||||
| 4 | Plans new media projects and implements them. | X | |||||
| 5 | Takes responsibility when necessary in the field related projects and proposes solutions to emerging problems. | X | |||||
| 6 | Takes place as a member in a project-based teamwork; leads projects and plans events. | X | |||||
| 7 | Observes the theoretical and factual problems with scientific methods related to new media and communication systems disciplines and sub-disciplines; analyzes the findings and presents them in scientific publications. | ||||||
| 8 | Has a high awareness towards lifelong learning. Follows the developments, innovations, opinions, methods and techniques regularly and uses them efficiently. | X | |||||
| 9 | To be able to communicate orally and in writing in a foreign language at least at the B1 level of the European Language Portfolio. | ||||||
| 10 | Utilizes new communication technologies efficiently in professional and scientific works and follows the developments in new communication technologies regularly. | X | |||||
| 11 | Plans social responsibility events and takes a role in implementation process. | X | |||||
| 12 | Acts in accordance with ethical codes in professional and scientific works. | X | |||||
| 13 | Uses tools related to new media and communications, efficiently. | X | |||||
| 14 | Develops and implement new media projects specifically developed for media organizations. | X | |||||
| 15 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | ||||||
| 16 | Knowledgeable about occupational health and safety and can use this information when necessary. | ||||||
| 17 | Uses Turkish language fluently and accurately in scientific and professional works. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |
| ECTS / Workload Table | ||||||
| Activities | Number of | Duration(Hour) | Total Workload(Hour) | |||
| Course Hours | 14 | 3 | 42 | |||
| Guided Problem Solving | 1 | 10 | 10 | |||
| Resolution of Homework Problems and Submission as a Report | 1 | 10 | 10 | |||
| Term Project | 1 | 20 | 20 | |||
| Presentation of Project / Seminar | 1 | 10 | 10 | |||
| Quiz | 0 | 0 | 0 | |||
| Midterm Exam | 1 | 20 | 20 | |||
| General Exam | 1 | 30 | 30 | |||
| Performance Task, Maintenance Plan | 0 | 0 | 0 | |||
| Total Workload(Hour) | 142 | |||||
| Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(142/30) | 5 | |||||
| ECTS of the course: 30 hours of work is counted as 1 ECTS credit. | ||||||
Detail Informations of the Course
Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| SOCIAL CRM | - | Fall Semester | 2+1 | 2,5 | 5 |
| Course Program |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | Turkish |
| Course Level | First Cycle (Bachelor's Degree) |
| Course Type | Elective |
| Course Coordinator | Assist.Prof. Saadet UĞURLU |
| Name of Lecturer(s) | Assist.Prof. Saadet UĞURLU |
| Assistant(s) | |
| Aim | |
| Course Content | This course contains; New Customer definition,How did Customer Relationship Management emerge? Definition, scopes,Customer brief in Social Media, how to get a brief, strategic planning, creative brief,Developing communication with customers,Customer acquisition and retention, measurement,Customer satisfaction and loyalty in Social CRM,General course repetition,New Consumer's changing purchasing behavior: FMOT- ZMOT,Data Management,Current Customer and Potential Customer Programs,Lifelong Data Management in Social CRM,E.WOMM, Word of mouth marketing areas,Sample studies from around the world and Turkey. Case studies,Sample studies from around the world and Turkey. Case studies. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| 10, 13, 18, 6, 9 | A, E, F | |
| Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 18: Micro Teaching Technique, 6: Experiential Learning, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam, E: Homework, F: Project Task |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | New Customer definition | Course concepts should be examined. |
| 2 | How did Customer Relationship Management emerge? Definition, scopes | The presentation in the Mebis course file can be examined. |
| 3 | Customer brief in Social Media, how to get a brief, strategic planning, creative brief | Sample pages should be examined. |
| 4 | Developing communication with customers | The book 'Strategic Communication Management in New Media' should be read, 74-151 |
| 5 | Customer acquisition and retention, measurement | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 6 | Customer satisfaction and loyalty in Social CRM | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 7 | General course repetition | Course concepts should be examined. |
| 8 | New Consumer's changing purchasing behavior: FMOT- ZMOT | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 9 | Data Management | The book 'Strategic Communication Management in New Media' should be read, 85-151. |
| 10 | Current Customer and Potential Customer Programs | Examination of old research papers in Mebis course files |
| 11 | Lifelong Data Management in Social CRM | Examination of old research papers in Mebis course files |
| 12 | E.WOMM, Word of mouth marketing areas | Sample pages should be examined. |
| 12 | Sample studies from around the world and Turkey. Case studies | Sample pages should be examined. |
| 14 | Sample studies from around the world and Turkey. Case studies | Sample pages should be examined. |
| Resources |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Knows the basic concepts and theoretical grounds related to the field. | X | |||||
| 2 | Determines the facts related to New Media and Communication Systems and analyzes these facts with various dimensions. | X | |||||
| 3 | Analyzes the needs of the media organizations and plans and applies strategies accordingly. | X | |||||
| 4 | Plans new media projects and implements them. | X | |||||
| 5 | Takes responsibility when necessary in the field related projects and proposes solutions to emerging problems. | X | |||||
| 6 | Takes place as a member in a project-based teamwork; leads projects and plans events. | X | |||||
| 7 | Observes the theoretical and factual problems with scientific methods related to new media and communication systems disciplines and sub-disciplines; analyzes the findings and presents them in scientific publications. | ||||||
| 8 | Has a high awareness towards lifelong learning. Follows the developments, innovations, opinions, methods and techniques regularly and uses them efficiently. | X | |||||
| 9 | To be able to communicate orally and in writing in a foreign language at least at the B1 level of the European Language Portfolio. | ||||||
| 10 | Utilizes new communication technologies efficiently in professional and scientific works and follows the developments in new communication technologies regularly. | X | |||||
| 11 | Plans social responsibility events and takes a role in implementation process. | X | |||||
| 12 | Acts in accordance with ethical codes in professional and scientific works. | X | |||||
| 13 | Uses tools related to new media and communications, efficiently. | X | |||||
| 14 | Develops and implement new media projects specifically developed for media organizations. | X | |||||
| 15 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | ||||||
| 16 | Knowledgeable about occupational health and safety and can use this information when necessary. | ||||||
| 17 | Uses Turkish language fluently and accurately in scientific and professional works. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |