This course aims to explain the customer relationship management in banks and insurance companies.
Course Content
This course contains; Introduction to customer relations in financial sector,Customer concept in banking and insurance sector,Customer learning concept and curve,Customer satisfaction management,Customer relationship management,Economic Analysis and Value of Customer Relationship Management,Relationship between customer relationship management and customer satisfaction,Use of customer relationship management in marketing strategies,The place and importance of information techniques in customer relations,The place of information technology in customer relations,Electronic banking and customer relationships,Electronic insurance and customer relationships,Customer profitability indicators and matrix,Customer loyalty programs and maintenance techniques.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
1.1. Defines basic concepts
A
1.2. Relates these concepts with the real life.
A
5.Will be able to use the innovations in customer relations.
16, 6, 9
A
5.1.Defines the new products in customer relations.
A
5.2.Defines the new services in customer relations.
A
1. Will be able to explain basic concepts of customer relationship management
10, 16, 6, 9
A
2. Will be able to recognize the CRM processes in banking and insurance companies.
10, 16, 6, 9
A
2.1 Explains the importance of customer relationship management.
A
2.2 Explains the communication process.
A
3. Will be able to develop strategies in customer relationship management.
10, 16, 6, 9
A
3.1 Plans processes.
A
3.2 Produces different approaches
A
4. Will be able to produce solution strategies against customer problems.
Defines the basic concepts of banking and insurance.
X
2
Describes the mathematical and statistical methods of banking and insurance
3
Uses the computer programs needed in banking and insurance
4
Uses the professional foreign language proficiency required in banking and insurance
5
Prepares the project and manage the teamworks
6
Uses the theoretical and practical knowledge of the banking and insurance.
X
7
Constantly evaluates itself by following the developments in science and technology with the importance of lifelong learning
8
Uses verbal and written communication skills using the latest technologies and at least one foreign language
9
Accepts ethical values and social rights and applies them
10
Analyzes and discusses using the data of banking and insurance
11
Uses the information on the other disciplines that can provide support for theoretical studies in banking and insurance (economics, law, business, etc.)
12
Offers micro and macro suggestions on the problems in the banking and insurance sector
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
0
0
0
Resolution of Homework Problems and Submission as a Report
2
10
20
Term Project
0
0
0
Presentation of Project / Seminar
0
0
0
Quiz
1
15
15
Midterm Exam
1
25
25
General Exam
1
40
40
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
CRM in BANKING and ASSURANCE
-
Spring Semester
3+0
3
5
Course Program
Prerequisites Courses
Recommended Elective Courses
Language of Course
Turkish
Course Level
First Cycle (Bachelor's Degree)
Course Type
Elective
Course Coordinator
Prof.Dr. Hasan DİNÇER
Name of Lecturer(s)
Prof.Dr. Hasan DİNÇER
Assistant(s)
Aim
This course aims to explain the customer relationship management in banks and insurance companies.
Course Content
This course contains; Introduction to customer relations in financial sector,Customer concept in banking and insurance sector,Customer learning concept and curve,Customer satisfaction management,Customer relationship management,Economic Analysis and Value of Customer Relationship Management,Relationship between customer relationship management and customer satisfaction,Use of customer relationship management in marketing strategies,The place and importance of information techniques in customer relations,The place of information technology in customer relations,Electronic banking and customer relationships,Electronic insurance and customer relationships,Customer profitability indicators and matrix,Customer loyalty programs and maintenance techniques.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
1.1. Defines basic concepts
A
1.2. Relates these concepts with the real life.
A
5.Will be able to use the innovations in customer relations.
16, 6, 9
A
5.1.Defines the new products in customer relations.
A
5.2.Defines the new services in customer relations.
A
1. Will be able to explain basic concepts of customer relationship management
10, 16, 6, 9
A
2. Will be able to recognize the CRM processes in banking and insurance companies.
10, 16, 6, 9
A
2.1 Explains the importance of customer relationship management.
A
2.2 Explains the communication process.
A
3. Will be able to develop strategies in customer relationship management.
10, 16, 6, 9
A
3.1 Plans processes.
A
3.2 Produces different approaches
A
4. Will be able to produce solution strategies against customer problems.
Defines the basic concepts of banking and insurance.
X
2
Describes the mathematical and statistical methods of banking and insurance
3
Uses the computer programs needed in banking and insurance
4
Uses the professional foreign language proficiency required in banking and insurance
5
Prepares the project and manage the teamworks
6
Uses the theoretical and practical knowledge of the banking and insurance.
X
7
Constantly evaluates itself by following the developments in science and technology with the importance of lifelong learning
8
Uses verbal and written communication skills using the latest technologies and at least one foreign language
9
Accepts ethical values and social rights and applies them
10
Analyzes and discusses using the data of banking and insurance
11
Uses the information on the other disciplines that can provide support for theoretical studies in banking and insurance (economics, law, business, etc.)
12
Offers micro and macro suggestions on the problems in the banking and insurance sector
