Course Detail
Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| CUSTOMER RELATIONSHIP MANAGEMENT | HR2252580 | Spring Semester | 3+0 | 3 | 5 |
| Course Program | Pazartesi 12:00-12:45 Pazartesi 12:45-13:30 Pazartesi 13:30-14:15 |
| 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) | Assist. Prof. Dr. Saadet Uğurlu |
| Aim | To evaluate the dimensions of consumer relations management and to develop the activities of consumer relations management. |
| Course Content | This course contains; Who is customer and consumer, Types of consumer and customer.,How did Costomer Relationship Management come about? Definitions and scopes,Advertising Agencies and Customer Relationship Management, Agency structure, duties and responsibilities,Customer brief, how to take customer brief and strategical planning, creative brief,Workflow Process and Role of Customer Representative,Characterictics of a good customer representative,Customer Satisfaction and Customer Loyalty,Developing communication with customers,Winning and Retaining Customer,Measuring Customer Relationship,Data Management,Customer and Potential Customer Programs,Social CRM,Customer Relationship Project- Student Presentation. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| At the end of this course, the students; | ||
| 1. Will be able to apply different methods of consumer relation activities. | 13, 16, 9 | A |
| 1.1. Explain the concept and characteristics of consumer relations. | 13, 16, 9 | |
| 1.2. Apply the activities of ensuring consumer loyalty. | 13, 16, 9 | |
| 1.3. Exemplify the methods of ensuring consumer satisfaction. | 13, 16, 9 | |
| 2. Will be able to evaluate the activities of attracting and retaining the consumer. | 13, 16, 9 | A |
| 2.1. Define the model of retaining of the consumer. | 13, 16, 9 | |
| 2.2. Develop programs for retaining consumer. | 13, 16, 9 | |
| 2.3. Exemplify consumer complaints | 12, 13, 16, 9 |
| Teaching Methods: | 12: Problem Solving 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 | Who is customer and consumer, Types of consumer and customer. | Basic concepts can be examined |
| 2 | How did Costomer Relationship Management come about? Definitions and scopes | 1-2 chapters of the book 'How the consumer thinks' can be read. |
| 3 | Advertising Agencies and Customer Relationship Management, Agency structure, duties and responsibilities | The relevant file loaded in the course file can be read |
| 4 | Customer brief, how to take customer brief and strategical planning, creative brief | sample campaign reviews |
| 5 | Workflow Process and Role of Customer Representative | The relevant file loaded in the course file can be read |
| 6 | Characterictics of a good customer representative | The relevant file loaded in the course file can be read |
| 7 | Customer Satisfaction and Customer Loyalty | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 8 | Developing communication with customers | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 9 | Winning and Retaining Customer | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 10 | Measuring Customer Relationship | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 11 | Data Management | The relevant file loaded in the course file can be read |
| 12 | Customer and Potential Customer Programs | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 13 | Social CRM | The loaded presentation in the course files can be examined. |
| 14 | Customer Relationship Project- Student Presentation | Group work preparations |
| Resources |
| Lecture notes |
| 1. G. Zaltman, Tüketici Nasıl Düşünür?, Mediacat, 2003. 2. Y.Odabaşı, Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem, İstanbul, 2010. 3. F. Akım, Halkla İlişkilerde Stratejik Karar, Derin, 2010. |
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 Public Relations and Advertising and analyzes these facts with various dimensions. | X | |||||
| 3 | Takes place in companies’ decision making mechanism using his/her expertise; determines problems and offers solutions. | X | |||||
| 4 | Performs analysis for corporations and devises plans in order to cater the needs of the corporations. | 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 Public Relations and Advertising disciplines and sub-disciplines; analyzes the findings and presents them in scientific publications. | X | |||||
| 8 | Has a high awareness towards lifelong learning. Follows the developments, innovations, opinions, methods and techniques regularly and uses them efficiently. | X | |||||
| 9 | Uses Turkish language fluently and accurately in scientific and professional works. | X | |||||
| 10 | Utilizes new communication technologies efficiently in professional and scientific works and follows the developments in new communication technologies regularly. | X | |||||
| 11 | Communicates verbally and in writing using a foreign language at least at the European Language Portfolio B1 General level. | ||||||
| 12 | Acts in accordance with ethical codes in professional and scientific works. | X | |||||
| 13 | Plans social responsibility events and takes a role in implementation process. | X | |||||
| 14 | Performs the measurement and evaluation of communication activities. | X | |||||
| 15 | Knowledgeable about occupational health and safety and can use this information when necessary. | ||||||
| 16 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | X | |||||
| 17 | Implements public relations and advertising campaigns in public and private companies using the methods and techniques related to the field. | 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 | 14 | 3 | 42 | |||
| Resolution of Homework Problems and Submission as a Report | 0 | 0 | 0 | |||
| Term Project | 0 | 0 | 0 | |||
| Presentation of Project / Seminar | 5 | 10 | 50 | |||
| Quiz | 2 | 5 | 10 | |||
| Midterm Exam | 1 | 10 | 10 | |||
| General Exam | 1 | 10 | 10 | |||
| 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 | HR2252580 | Spring Semester | 3+0 | 3 | 5 |
| Course Program | Pazartesi 12:00-12:45 Pazartesi 12:45-13:30 Pazartesi 13:30-14:15 |
| 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) | Assist. Prof. Dr. Saadet Uğurlu |
| Aim | To evaluate the dimensions of consumer relations management and to develop the activities of consumer relations management. |
| Course Content | This course contains; Who is customer and consumer, Types of consumer and customer.,How did Costomer Relationship Management come about? Definitions and scopes,Advertising Agencies and Customer Relationship Management, Agency structure, duties and responsibilities,Customer brief, how to take customer brief and strategical planning, creative brief,Workflow Process and Role of Customer Representative,Characterictics of a good customer representative,Customer Satisfaction and Customer Loyalty,Developing communication with customers,Winning and Retaining Customer,Measuring Customer Relationship,Data Management,Customer and Potential Customer Programs,Social CRM,Customer Relationship Project- Student Presentation. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| At the end of this course, the students; | ||
| 1. Will be able to apply different methods of consumer relation activities. | 13, 16, 9 | A |
| 1.1. Explain the concept and characteristics of consumer relations. | 13, 16, 9 | |
| 1.2. Apply the activities of ensuring consumer loyalty. | 13, 16, 9 | |
| 1.3. Exemplify the methods of ensuring consumer satisfaction. | 13, 16, 9 | |
| 2. Will be able to evaluate the activities of attracting and retaining the consumer. | 13, 16, 9 | A |
| 2.1. Define the model of retaining of the consumer. | 13, 16, 9 | |
| 2.2. Develop programs for retaining consumer. | 13, 16, 9 | |
| 2.3. Exemplify consumer complaints | 12, 13, 16, 9 |
| Teaching Methods: | 12: Problem Solving 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 | Who is customer and consumer, Types of consumer and customer. | Basic concepts can be examined |
| 2 | How did Costomer Relationship Management come about? Definitions and scopes | 1-2 chapters of the book 'How the consumer thinks' can be read. |
| 3 | Advertising Agencies and Customer Relationship Management, Agency structure, duties and responsibilities | The relevant file loaded in the course file can be read |
| 4 | Customer brief, how to take customer brief and strategical planning, creative brief | sample campaign reviews |
| 5 | Workflow Process and Role of Customer Representative | The relevant file loaded in the course file can be read |
| 6 | Characterictics of a good customer representative | The relevant file loaded in the course file can be read |
| 7 | Customer Satisfaction and Customer Loyalty | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 8 | Developing communication with customers | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 9 | Winning and Retaining Customer | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 10 | Measuring Customer Relationship | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 11 | Data Management | The relevant file loaded in the course file can be read |
| 12 | Customer and Potential Customer Programs | 3-4 chapters of the book 'How the consumer thinks' can be read. |
| 13 | Social CRM | The loaded presentation in the course files can be examined. |
| 14 | Customer Relationship Project- Student Presentation | Group work preparations |
| Resources |
| Lecture notes |
| 1. G. Zaltman, Tüketici Nasıl Düşünür?, Mediacat, 2003. 2. Y.Odabaşı, Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem, İstanbul, 2010. 3. F. Akım, Halkla İlişkilerde Stratejik Karar, Derin, 2010. |
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 Public Relations and Advertising and analyzes these facts with various dimensions. | X | |||||
| 3 | Takes place in companies’ decision making mechanism using his/her expertise; determines problems and offers solutions. | X | |||||
| 4 | Performs analysis for corporations and devises plans in order to cater the needs of the corporations. | 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 Public Relations and Advertising disciplines and sub-disciplines; analyzes the findings and presents them in scientific publications. | X | |||||
| 8 | Has a high awareness towards lifelong learning. Follows the developments, innovations, opinions, methods and techniques regularly and uses them efficiently. | X | |||||
| 9 | Uses Turkish language fluently and accurately in scientific and professional works. | X | |||||
| 10 | Utilizes new communication technologies efficiently in professional and scientific works and follows the developments in new communication technologies regularly. | X | |||||
| 11 | Communicates verbally and in writing using a foreign language at least at the European Language Portfolio B1 General level. | ||||||
| 12 | Acts in accordance with ethical codes in professional and scientific works. | X | |||||
| 13 | Plans social responsibility events and takes a role in implementation process. | X | |||||
| 14 | Performs the measurement and evaluation of communication activities. | X | |||||
| 15 | Knowledgeable about occupational health and safety and can use this information when necessary. | ||||||
| 16 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | X | |||||
| 17 | Implements public relations and advertising campaigns in public and private companies using the methods and techniques related to the field. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |