Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| CUSTOMER RELATIONSHIP MANAGEMENT | - | Spring Semester | 3+0 | 3 | 5 |
| Course Program |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | English |
| Course Level | First Cycle (Bachelor's Degree) |
| Course Type | Elective |
| Course Coordinator | Assist.Prof. Şifa ELCİL |
| Name of Lecturer(s) | Lect. Sema SEZER |
| Assistant(s) | Dr. Gabriela Oana Olaru |
| Aim | To evaluate the dimensions of consumer relations management and to develop the activities of consumer relations management. Attendance to 70% of the course is compulsory. |
| Course Content | This course contains; Introduction to the course and sharing of the course syllabus. ,Introduction to CRM.,Understanding Relationship.,Planning and Implementing CRM Projects.,Customer Portfolio Management.,Customer Relationship Management & Customer Experience., Creating Value for Customers.,Managing the Customer Lifecycle - Acquisition.,Managing Networks for CRM Performance. ,Information Technology for CRM.,Marketing Automation.,CRM Cases Presentations.,CRM Cases Presentations. ,CRM Cases Presentations.. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| At the end of this course, the students; | 16, 9 | A, E |
| 1.Will be able to apply different methods of consumer relation activities. | 13, 16, 9 | A, E |
| 3.Apply the activities of ensuring consumer loyalty. | 13, 16, 9 | A, E |
| 4.Exemplify the methods of ensuring consumer satisfaction. | 13, 16, 9 | A, E |
| 5.Will be able to evaluate the activities of attracting and retaining the consumer. | 13, 16, 9 | A, E |
| 2. Explain the concept and characteristics of consumer relations. | 13, 16, 9 | A, E |
| Teaching Methods: | 13: Case Study Method, 16: Question - Answer Technique, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam, E: Homework |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | Introduction to the course and sharing of the course syllabus. | Lecture notes |
| 2 | Introduction to CRM. | Lecture notes |
| 3 | Understanding Relationship. | Lecture notes |
| 4 | Planning and Implementing CRM Projects. | Lecture notes |
| 5 | Customer Portfolio Management. | Lecture notes |
| 6 | Customer Relationship Management & Customer Experience. | Lecture notes |
| 7 | Creating Value for Customers. | Lecture notes |
| 8 | Managing the Customer Lifecycle - Acquisition. | Lecture notes |
| 9 | Managing Networks for CRM Performance. | Lecture notes, homework |
| 10 | Information Technology for CRM. | Lecture notes, homework |
| 11 | Marketing Automation. | Lecture notes, homework |
| 12 | CRM Cases Presentations. | Lecture notes, homework |
| 13 | CRM Cases Presentations. | Lecture notes, homework |
| 14 | CRM Cases Presentations. | Research |
| Resources |
| Lecture notes |
| Customer Relationship Management Concepts and Technologies (Second Edition), Francis BUTTLE, 2009, Elsevier. |
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 of Public Relations and Advertising disciplines and the basic theories of these disciplines. | X | |||||
| 2 | Determines facts related to Public Relations and Advertising and analyzes these facts from various dimensions. | X | |||||
| 3 | Using expert knowledge, takes part in the decision-making mechanisms of businesses, identifies the problems encountered and offers solutions. | X | |||||
| 4 | Carries out analyzes for institutions and prepares a communication plan in line with the needs of the institutions. | X | |||||
| 5 | Solve problems that arise in projects related to the field by taking responsibility when necessary. | X | |||||
| 6 | Takes part in a team established for projects related to the field, leads the project, plans and manages the events. | X | |||||
| 7 | Investigates theoretical and factual problems related to the disciplines and sub-disciplines of Public Relations and Advertising with scientific methods, analyzes the findings and turns them into scientific publications. | X | |||||
| 8 | Adopts the principle of lifelong learning. Regularly follows developments, innovations, ideas, methods and techniques in the field and uses them effectively in his/her own work. | X | |||||
| 9 | Communicates verbally and in writing by using English at least at the European Language Portfolio B2 General Level. | X | |||||
| 10 | Uses new communication technologies effectively in professional and scientific studies and constantly follows the developments in new communication technologies. | X | |||||
| 11 | Plans social responsibility activities and takes part in the realization of these activities. | X | |||||
| 12 | Acts in a way that adheres to ethical codes in professional and scientific work. | X | |||||
| 13 | Carries out various public relations and advertising campaigns in public and private sector organizations, using methods and techniques of Public Relations and Advertising disciplines. | X | |||||
| 14 | Carries out measurement and evaluation of the communication activities. | X | |||||
| 15 | Knowledgeable about occupational health and safety and can use this information when necessary. . | X | |||||
| 16 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | 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 | 14 | 5 | 70 | |||
| Resolution of Homework Problems and Submission as a Report | 5 | 3 | 15 | |||
| Term Project | 0 | 0 | 0 | |||
| Presentation of Project / Seminar | 0 | 0 | 0 | |||
| Quiz | 0 | 0 | 0 | |||
| Midterm Exam | 1 | 11 | 11 | |||
| General Exam | 1 | 12 | 12 | |||
| Performance Task, Maintenance Plan | 0 | 0 | 0 | |||
| Total Workload(Hour) | 150 | |||||
| Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(150/30) | 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 |
|---|---|---|---|---|---|
| CUSTOMER RELATIONSHIP MANAGEMENT | - | Spring Semester | 3+0 | 3 | 5 |
| Course Program |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | English |
| Course Level | First Cycle (Bachelor's Degree) |
| Course Type | Elective |
| Course Coordinator | Assist.Prof. Şifa ELCİL |
| Name of Lecturer(s) | Lect. Sema SEZER |
| Assistant(s) | Dr. Gabriela Oana Olaru |
| Aim | To evaluate the dimensions of consumer relations management and to develop the activities of consumer relations management. Attendance to 70% of the course is compulsory. |
| Course Content | This course contains; Introduction to the course and sharing of the course syllabus. ,Introduction to CRM.,Understanding Relationship.,Planning and Implementing CRM Projects.,Customer Portfolio Management.,Customer Relationship Management & Customer Experience., Creating Value for Customers.,Managing the Customer Lifecycle - Acquisition.,Managing Networks for CRM Performance. ,Information Technology for CRM.,Marketing Automation.,CRM Cases Presentations.,CRM Cases Presentations. ,CRM Cases Presentations.. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| At the end of this course, the students; | 16, 9 | A, E |
| 1.Will be able to apply different methods of consumer relation activities. | 13, 16, 9 | A, E |
| 3.Apply the activities of ensuring consumer loyalty. | 13, 16, 9 | A, E |
| 4.Exemplify the methods of ensuring consumer satisfaction. | 13, 16, 9 | A, E |
| 5.Will be able to evaluate the activities of attracting and retaining the consumer. | 13, 16, 9 | A, E |
| 2. Explain the concept and characteristics of consumer relations. | 13, 16, 9 | A, E |
| Teaching Methods: | 13: Case Study Method, 16: Question - Answer Technique, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam, E: Homework |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | Introduction to the course and sharing of the course syllabus. | Lecture notes |
| 2 | Introduction to CRM. | Lecture notes |
| 3 | Understanding Relationship. | Lecture notes |
| 4 | Planning and Implementing CRM Projects. | Lecture notes |
| 5 | Customer Portfolio Management. | Lecture notes |
| 6 | Customer Relationship Management & Customer Experience. | Lecture notes |
| 7 | Creating Value for Customers. | Lecture notes |
| 8 | Managing the Customer Lifecycle - Acquisition. | Lecture notes |
| 9 | Managing Networks for CRM Performance. | Lecture notes, homework |
| 10 | Information Technology for CRM. | Lecture notes, homework |
| 11 | Marketing Automation. | Lecture notes, homework |
| 12 | CRM Cases Presentations. | Lecture notes, homework |
| 13 | CRM Cases Presentations. | Lecture notes, homework |
| 14 | CRM Cases Presentations. | Research |
| Resources |
| Lecture notes |
| Customer Relationship Management Concepts and Technologies (Second Edition), Francis BUTTLE, 2009, Elsevier. |
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 of Public Relations and Advertising disciplines and the basic theories of these disciplines. | X | |||||
| 2 | Determines facts related to Public Relations and Advertising and analyzes these facts from various dimensions. | X | |||||
| 3 | Using expert knowledge, takes part in the decision-making mechanisms of businesses, identifies the problems encountered and offers solutions. | X | |||||
| 4 | Carries out analyzes for institutions and prepares a communication plan in line with the needs of the institutions. | X | |||||
| 5 | Solve problems that arise in projects related to the field by taking responsibility when necessary. | X | |||||
| 6 | Takes part in a team established for projects related to the field, leads the project, plans and manages the events. | X | |||||
| 7 | Investigates theoretical and factual problems related to the disciplines and sub-disciplines of Public Relations and Advertising with scientific methods, analyzes the findings and turns them into scientific publications. | X | |||||
| 8 | Adopts the principle of lifelong learning. Regularly follows developments, innovations, ideas, methods and techniques in the field and uses them effectively in his/her own work. | X | |||||
| 9 | Communicates verbally and in writing by using English at least at the European Language Portfolio B2 General Level. | X | |||||
| 10 | Uses new communication technologies effectively in professional and scientific studies and constantly follows the developments in new communication technologies. | X | |||||
| 11 | Plans social responsibility activities and takes part in the realization of these activities. | X | |||||
| 12 | Acts in a way that adheres to ethical codes in professional and scientific work. | X | |||||
| 13 | Carries out various public relations and advertising campaigns in public and private sector organizations, using methods and techniques of Public Relations and Advertising disciplines. | X | |||||
| 14 | Carries out measurement and evaluation of the communication activities. | X | |||||
| 15 | Knowledgeable about occupational health and safety and can use this information when necessary. . | X | |||||
| 16 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |