Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| CUSTOMER RELATIONSHIP MANAGEMENT | - | Fall Semester | 2+0 | 2 | 4 |
| Course Program |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | Turkish |
| Course Level | Short Cycle (Associate's Degree) |
| Course Type | Elective |
| Course Coordinator | Assist.Prof. Mahmut Selami AKIN |
| Name of Lecturer(s) | Assist.Prof. Mahmut Selami AKIN |
| Assistant(s) | |
| Aim | The aim of this course is to understand how to manage customer relations more efficiently. |
| Course Content | This course contains; New economic era,New economy and Customer Relationship Marketing,Customer value and strategies,Designing the system of customer care,Culture and standards of customer services,Students' presentations I,Communication with customers, actively listening and empathy,Technology in customer care,Problem solving in customer care,Customer service experience,Managing customer care staff,Evaluating customer service,Students' presentations II,Students' presentations III. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| 1. The difference between consumer, customer and target audience phenomenon will able to be understood. | 10, 13, 16, 9 | A |
| 1.1. Consumer concept is defined. | ||
| 1.2. Customer concept is defined. | ||
| 1.3. The target audience concept is defined. | ||
| 2. The role of customer relationships in the new economy will able to be understood. | 10, 16, 9 | A |
| 2.1. New economy is defined. | ||
| 2.2. Trends in new economy is explained. | ||
| 2.3. Basic functions of customer relationship management is defined. | ||
| 3. What customer value will able to be understood. | 10, 13, 16, 9 | A |
| 3.1. Customer value is defined. | ||
| 3.2. Customer value strategies is explained. | ||
| 3.3. Customer value tactics is explained. | ||
| 4. Which technique should be used to manage customer relationships will be able to understood. | 10, 13, 16, 9 | A |
| 4.1. Behavioral approach is explained. | ||
| 4.2. Emotional approach is explained. | ||
| 5. How managing customer loyalty will able to be understood. | 10, 16, 9 | A |
| 5.1. Customer loyalty is defined. | ||
| 5.2. Methods of determining customer loyalty is explained. |
| Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 16: Question - Answer Technique, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | New economic era | |
| 2 | New economy and Customer Relationship Marketing | |
| 3 | Customer value and strategies | |
| 4 | Designing the system of customer care | |
| 5 | Culture and standards of customer services | |
| 6 | Students' presentations I | |
| 7 | Communication with customers, actively listening and empathy | |
| 8 | Technology in customer care | |
| 9 | Problem solving in customer care | |
| 10 | Customer service experience | |
| 11 | Managing customer care staff | |
| 12 | Evaluating customer service | |
| 13 | Students' presentations II | |
| 14 | Students' presentations III |
| Resources |
| Customer Relationship Management: Basic Concepts and Applications, Nobel Publishing, Assoc. Dr. Beyza Gültekin, Dr. Uzeyir Kement. 2018. |
| Kalıcı Başarı İçin Müşteri Hizmetleri, Yavuz Odabaşı, Mediacat Kitapları. |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Understands the basic knowledge, concepts and current theories in the field of international logistics and supply chain management (analysis of logistics systems, purchasing, production, inventory management, warehouse and transportation management, sales and distribution, strategic partnerships, risk management, customer service, etc.). | X | |||||
| 2 | Understands the major players, conditions and dynamics in the international logistics and local logistics environment. | X | |||||
| 3 | Have basic theoretical and applied knowledge in fields such as General Business, General Economics, Law, Mathematics, Accounting, Statistics and Foreign Trade. | X | |||||
| 4 | Knows Modern Logistics activities and basic legislation on these issues. | X | |||||
| 5 | Develops effective logistics and supply chain strategies using appropriate theory, tools and methods. | X | |||||
| 6 | Evaluates the legal framework shaping international logistics activities and the compliance of its activities with national and international legislation and laws. | X | |||||
| 7 | Critically evaluates logistics and supply chain management and practices. | X | |||||
| 8 | Interprets the classical and current theories used in the field of logistics and supply chain, taking into account the developments, changes and trends in the sector. | X | |||||
| 9 | Takes part in relevant communication networks to keep his/her personal and professional competence up to date. | X | |||||
| 10 | Develops solutions to problems that may be encountered by using basic and current technical knowledge about logistics. | X | |||||
| 11 | Determine personal learning needs and develop a positive attitude towards lifelong learning. | X | |||||
| 12 | Learns to learn by developing the skills of accessing logistics-related information, selecting, understanding, interpreting and using what is useful. | X | |||||
| 13 | Communicates effectively verbally and in writing with people from inside and outside the organization from different cultures. | X | |||||
| 14 | Communicates verbally and in writing with colleagues on logistics issues in Turkish and English at the required level. | X | |||||
| 15 | Analyzes businesses from a managerial perspective. | X | |||||
| 16 | Develops a versatile perspective on problems by synthesizing different ideas thanks to the applied training she/he received in the field of logistics. | 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 | 2 | 28 | |||
| Guided Problem Solving | 4 | 10 | 40 | |||
| Resolution of Homework Problems and Submission as a Report | 1 | 15 | 15 | |||
| Term Project | 0 | 0 | 0 | |||
| Presentation of Project / Seminar | 1 | 15 | 15 | |||
| Quiz | 0 | 0 | 0 | |||
| Midterm Exam | 0 | 0 | 0 | |||
| General Exam | 1 | 15 | 15 | |||
| Performance Task, Maintenance Plan | 0 | 0 | 0 | |||
| Total Workload(Hour) | 113 | |||||
| Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(113/30) | 4 | |||||
| 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 |
|---|---|---|---|---|---|
| CUSTOMER RELATIONSHIP MANAGEMENT | - | Fall Semester | 2+0 | 2 | 4 |
| Course Program |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | Turkish |
| Course Level | Short Cycle (Associate's Degree) |
| Course Type | Elective |
| Course Coordinator | Assist.Prof. Mahmut Selami AKIN |
| Name of Lecturer(s) | Assist.Prof. Mahmut Selami AKIN |
| Assistant(s) | |
| Aim | The aim of this course is to understand how to manage customer relations more efficiently. |
| Course Content | This course contains; New economic era,New economy and Customer Relationship Marketing,Customer value and strategies,Designing the system of customer care,Culture and standards of customer services,Students' presentations I,Communication with customers, actively listening and empathy,Technology in customer care,Problem solving in customer care,Customer service experience,Managing customer care staff,Evaluating customer service,Students' presentations II,Students' presentations III. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| 1. The difference between consumer, customer and target audience phenomenon will able to be understood. | 10, 13, 16, 9 | A |
| 1.1. Consumer concept is defined. | ||
| 1.2. Customer concept is defined. | ||
| 1.3. The target audience concept is defined. | ||
| 2. The role of customer relationships in the new economy will able to be understood. | 10, 16, 9 | A |
| 2.1. New economy is defined. | ||
| 2.2. Trends in new economy is explained. | ||
| 2.3. Basic functions of customer relationship management is defined. | ||
| 3. What customer value will able to be understood. | 10, 13, 16, 9 | A |
| 3.1. Customer value is defined. | ||
| 3.2. Customer value strategies is explained. | ||
| 3.3. Customer value tactics is explained. | ||
| 4. Which technique should be used to manage customer relationships will be able to understood. | 10, 13, 16, 9 | A |
| 4.1. Behavioral approach is explained. | ||
| 4.2. Emotional approach is explained. | ||
| 5. How managing customer loyalty will able to be understood. | 10, 16, 9 | A |
| 5.1. Customer loyalty is defined. | ||
| 5.2. Methods of determining customer loyalty is explained. |
| Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 16: Question - Answer Technique, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | New economic era | |
| 2 | New economy and Customer Relationship Marketing | |
| 3 | Customer value and strategies | |
| 4 | Designing the system of customer care | |
| 5 | Culture and standards of customer services | |
| 6 | Students' presentations I | |
| 7 | Communication with customers, actively listening and empathy | |
| 8 | Technology in customer care | |
| 9 | Problem solving in customer care | |
| 10 | Customer service experience | |
| 11 | Managing customer care staff | |
| 12 | Evaluating customer service | |
| 13 | Students' presentations II | |
| 14 | Students' presentations III |
| Resources |
| Customer Relationship Management: Basic Concepts and Applications, Nobel Publishing, Assoc. Dr. Beyza Gültekin, Dr. Uzeyir Kement. 2018. |
| Kalıcı Başarı İçin Müşteri Hizmetleri, Yavuz Odabaşı, Mediacat Kitapları. |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Understands the basic knowledge, concepts and current theories in the field of international logistics and supply chain management (analysis of logistics systems, purchasing, production, inventory management, warehouse and transportation management, sales and distribution, strategic partnerships, risk management, customer service, etc.). | X | |||||
| 2 | Understands the major players, conditions and dynamics in the international logistics and local logistics environment. | X | |||||
| 3 | Have basic theoretical and applied knowledge in fields such as General Business, General Economics, Law, Mathematics, Accounting, Statistics and Foreign Trade. | X | |||||
| 4 | Knows Modern Logistics activities and basic legislation on these issues. | X | |||||
| 5 | Develops effective logistics and supply chain strategies using appropriate theory, tools and methods. | X | |||||
| 6 | Evaluates the legal framework shaping international logistics activities and the compliance of its activities with national and international legislation and laws. | X | |||||
| 7 | Critically evaluates logistics and supply chain management and practices. | X | |||||
| 8 | Interprets the classical and current theories used in the field of logistics and supply chain, taking into account the developments, changes and trends in the sector. | X | |||||
| 9 | Takes part in relevant communication networks to keep his/her personal and professional competence up to date. | X | |||||
| 10 | Develops solutions to problems that may be encountered by using basic and current technical knowledge about logistics. | X | |||||
| 11 | Determine personal learning needs and develop a positive attitude towards lifelong learning. | X | |||||
| 12 | Learns to learn by developing the skills of accessing logistics-related information, selecting, understanding, interpreting and using what is useful. | X | |||||
| 13 | Communicates effectively verbally and in writing with people from inside and outside the organization from different cultures. | X | |||||
| 14 | Communicates verbally and in writing with colleagues on logistics issues in Turkish and English at the required level. | X | |||||
| 15 | Analyzes businesses from a managerial perspective. | X | |||||
| 16 | Develops a versatile perspective on problems by synthesizing different ideas thanks to the applied training she/he received in the field of logistics. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |