Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| CUSTOMER RELATIONSHIP MANAGEMENT | TDS2126520 | Fall Semester | 2+0 | 2 | 4 |
| Course Program | Pazartesi 16:30-17:15 Pazartesi 17:30-18:15 |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | Turkish |
| Course Level | Short Cycle (Associate's Degree) |
| Course Type | Required |
| Course Coordinator | Assist.Prof. Derya TUĞLU |
| Name of Lecturer(s) | Assist.Prof. Derya TUĞLU |
| 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 professionally assesses and applies the information obtained from foundational theoretical and practical courses supported by textbooks containing current information, practical tools, and other resources in the field of Medical Documentation and Secretarial Services. | X | |||||
| 2 | The student acts in accordance with societal, scientific, cultural, and ethical values in the stages of collecting, interpreting, implementing, and announcing results related to the field of Medical Documentation and Secretarial Services. | X | |||||
| 3 | The student informs relevant individuals and institutions using the foundational knowledge and skills acquired in the field of Medical Documentation and Secretarial Services, and communicates their thoughts and solution proposals for problems both in written and oral form. | X | |||||
| 4 | The student independently carries out a given task using the foundational knowledge they have acquired in the field of Medical Documentation and Secretarial Services. When faced with unforeseen situations in their field, they generate solutions by applying their foundational knowledge. | X | |||||
| 5 | The student, as part of a team, participates in addressing and solving complex problems encountered in practical applications related to the field of Medical Documentation and Secretarial Services. They act in accordance with quality management and processes, taking on individual responsibilities when necessary. | X | |||||
| 6 | The student, as an active team member in practical applications related to the field of Medical Documentation and Secretarial Services, takes on responsibilities in collaborating with other healthcare disciplines. | X | |||||
| 7 | The student has a lifelong learning consciousness. | X | |||||
| 8 | The student critically evaluates the foundational knowledge and skills acquired in the field of Medical Documentation and Secretarial Services; identifies learning needs and directs their learning. | X | |||||
| 9 | The student monitors the information about his field and communicates with his colleagues by using a foreign language at least at the European Language Portfolio A2 level. | X | |||||
| 10 | The student uses information and communication technologies along with computer software, at least at the basic level of the European Computer Driving License, required by the field of Medical Documentation and Secretarial Services. | X | |||||
| 11 | The student establishes effective communication with colleagues, patients, their families, physicians, and other healthcare professionals. | X | |||||
| 12 | The student has sufficient consciousness about individual and public health, environmental protection and work safety issues. | X | |||||
| 13 | The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities. | X | |||||
| 14 | The student contributes to the stages of data collection, interpretation, implementation and announcing the results related to his field of study in accordance with social, scientific, cultural and ethical 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 | 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 | TDS2126520 | Fall Semester | 2+0 | 2 | 4 |
| Course Program | Pazartesi 16:30-17:15 Pazartesi 17:30-18:15 |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | Turkish |
| Course Level | Short Cycle (Associate's Degree) |
| Course Type | Required |
| Course Coordinator | Assist.Prof. Derya TUĞLU |
| Name of Lecturer(s) | Assist.Prof. Derya TUĞLU |
| 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 professionally assesses and applies the information obtained from foundational theoretical and practical courses supported by textbooks containing current information, practical tools, and other resources in the field of Medical Documentation and Secretarial Services. | X | |||||
| 2 | The student acts in accordance with societal, scientific, cultural, and ethical values in the stages of collecting, interpreting, implementing, and announcing results related to the field of Medical Documentation and Secretarial Services. | X | |||||
| 3 | The student informs relevant individuals and institutions using the foundational knowledge and skills acquired in the field of Medical Documentation and Secretarial Services, and communicates their thoughts and solution proposals for problems both in written and oral form. | X | |||||
| 4 | The student independently carries out a given task using the foundational knowledge they have acquired in the field of Medical Documentation and Secretarial Services. When faced with unforeseen situations in their field, they generate solutions by applying their foundational knowledge. | X | |||||
| 5 | The student, as part of a team, participates in addressing and solving complex problems encountered in practical applications related to the field of Medical Documentation and Secretarial Services. They act in accordance with quality management and processes, taking on individual responsibilities when necessary. | X | |||||
| 6 | The student, as an active team member in practical applications related to the field of Medical Documentation and Secretarial Services, takes on responsibilities in collaborating with other healthcare disciplines. | X | |||||
| 7 | The student has a lifelong learning consciousness. | X | |||||
| 8 | The student critically evaluates the foundational knowledge and skills acquired in the field of Medical Documentation and Secretarial Services; identifies learning needs and directs their learning. | X | |||||
| 9 | The student monitors the information about his field and communicates with his colleagues by using a foreign language at least at the European Language Portfolio A2 level. | X | |||||
| 10 | The student uses information and communication technologies along with computer software, at least at the basic level of the European Computer Driving License, required by the field of Medical Documentation and Secretarial Services. | X | |||||
| 11 | The student establishes effective communication with colleagues, patients, their families, physicians, and other healthcare professionals. | X | |||||
| 12 | The student has sufficient consciousness about individual and public health, environmental protection and work safety issues. | X | |||||
| 13 | The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities. | X | |||||
| 14 | The student contributes to the stages of data collection, interpretation, implementation and announcing the results related to his field of study in accordance with social, scientific, cultural and ethical values. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |