To give general information about Customer Relationship Management.
Course Content
This course contains; Consumer behaviours-I,Consumer behaviours-II,Introduction to customer relationship management (CRM),Components of CRM,Stages of CRM,Customer keeping and customer loyalty,Communication with customers,Organisational Culture,CRM in health sector,Sales management-I,Sales management-II,Sales technics-I,Sales technics-II,Motivation of the sales team and performance evaluation.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
1.Explains the Customer Relationship Management and its processes.
16, 9
A
2.Explains the importance of communication and Customer Relationship Management for the business organisations
10, 9
A
Implements activities to create patient loyalty.
10, 13, 16, 9
A
Illustrates methods of creating patient satisfaction.
10, 13, 16, 19, 9
A
Will be able to evaluate patient acquisition and retention activities.
10, 13, 19, 9
A
Examples of patient complaints.
10, 16, 19, 9
A
Teaching Methods:
10: Discussion Method, 13: Case Study Method, 16: Question - Answer Technique, 19: Brainstorming Technique, 9: Lecture Method
Assessment Methods:
A: Traditional Written Exam
Course Outline
Order
Subjects
Preliminary Work
1
Consumer behaviours-I
2
Consumer behaviours-II
3
Introduction to customer relationship management (CRM)
4
Components of CRM
5
Stages of CRM
6
Customer keeping and customer loyalty
7
Communication with customers
8
Organisational Culture
9
CRM in health sector
10
Sales management-I
11
Sales management-II
12
Sales technics-I
13
Sales technics-II
14
Motivation of the sales team and performance evaluation
Resources
Lecturer's own notes
Müşteri İlişkileri Yönetimi, Detay Yayınları
Müşteri İlişkileri Yönetimi, Anadolu Üni.A.Ö.F. Yayınları
Müşteri İlişkileri Yönetimi ve Satış Gücü Niteliklerinin Firma Marka İmajına Etkisi, (Pelin Özgen, Özgür SAkınç)
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications
No
Program Qualification
Contribution Level
1
2
3
4
5
1
The student acquires theoretical and practical knowledge related to his field at a basic level.
X
2
The student owns information about moral discipline and ethical rules related to his field.
X
3
The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies.
X
4
The student manages a duty independently by using the knowledge about his field at a basic level.
X
5
The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning.
X
6
The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires.
X
7
The student complies with and contributes to quality management and processes.
X
8
The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
9
The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.
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
2
5
10
Resolution of Homework Problems and Submission as a Report
0
0
0
Term Project
0
0
0
Presentation of Project / Seminar
0
0
0
Quiz
0
0
0
Midterm Exam
1
30
30
General Exam
1
50
50
Performance Task, Maintenance Plan
0
0
0
Total Workload(Hour)
118
Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(118/30)
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
Required
Course Coordinator
Lect. Ömer DEMİR
Name of Lecturer(s)
Lect. Ceren Selma ŞENTÜRK
Assistant(s)
Aim
To give general information about Customer Relationship Management.
Course Content
This course contains; Consumer behaviours-I,Consumer behaviours-II,Introduction to customer relationship management (CRM),Components of CRM,Stages of CRM,Customer keeping and customer loyalty,Communication with customers,Organisational Culture,CRM in health sector,Sales management-I,Sales management-II,Sales technics-I,Sales technics-II,Motivation of the sales team and performance evaluation.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
1.Explains the Customer Relationship Management and its processes.
16, 9
A
2.Explains the importance of communication and Customer Relationship Management for the business organisations
10, 9
A
Implements activities to create patient loyalty.
10, 13, 16, 9
A
Illustrates methods of creating patient satisfaction.
10, 13, 16, 19, 9
A
Will be able to evaluate patient acquisition and retention activities.
10, 13, 19, 9
A
Examples of patient complaints.
10, 16, 19, 9
A
Teaching Methods:
10: Discussion Method, 13: Case Study Method, 16: Question - Answer Technique, 19: Brainstorming Technique, 9: Lecture Method
Assessment Methods:
A: Traditional Written Exam
Course Outline
Order
Subjects
Preliminary Work
1
Consumer behaviours-I
2
Consumer behaviours-II
3
Introduction to customer relationship management (CRM)
4
Components of CRM
5
Stages of CRM
6
Customer keeping and customer loyalty
7
Communication with customers
8
Organisational Culture
9
CRM in health sector
10
Sales management-I
11
Sales management-II
12
Sales technics-I
13
Sales technics-II
14
Motivation of the sales team and performance evaluation
Resources
Lecturer's own notes
Müşteri İlişkileri Yönetimi, Detay Yayınları
Müşteri İlişkileri Yönetimi, Anadolu Üni.A.Ö.F. Yayınları
Müşteri İlişkileri Yönetimi ve Satış Gücü Niteliklerinin Firma Marka İmajına Etkisi, (Pelin Özgen, Özgür SAkınç)
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications
No
Program Qualification
Contribution Level
1
2
3
4
5
1
The student acquires theoretical and practical knowledge related to his field at a basic level.
X
2
The student owns information about moral discipline and ethical rules related to his field.
X
3
The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies.
X
4
The student manages a duty independently by using the knowledge about his field at a basic level.
X
5
The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning.
X
6
The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires.
X
7
The student complies with and contributes to quality management and processes.
X
8
The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
9
The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.
