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 | Elective |
| Course Coordinator | Assist.Prof. Mahmut Selami AKIN |
| Name of Lecturer(s) | Assist.Prof. Mahmut Selami AKIN |
| Assistant(s) | |
| Aim | The aim of this course is to understand how to manage customer relations more efficiently. |
| Course Content | This course contains; New economic era,New economy and Customer Relationship Marketing,Customer value and strategies,Designing the system of customer care,Culture and standards of customer services,Students' presentations I,Communication with customers, actively listening and empathy,Technology in customer care,Problem solving in customer care,Customer service experience,Managing customer care staff,Evaluating customer service,Students' presentations II,Students' presentations III. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| 1. The difference between consumer, customer and target audience phenomenon will able to be understood. | 10, 13, 16, 9 | A |
| 1.1. Consumer concept is defined. | ||
| 1.2. Customer concept is defined. | ||
| 1.3. The target audience concept is defined. | ||
| 2. The role of customer relationships in the new economy will able to be understood. | 10, 16, 9 | A |
| 2.1. New economy is defined. | ||
| 2.2. Trends in new economy is explained. | ||
| 2.3. Basic functions of customer relationship management is defined. | ||
| 3. What customer value will able to be understood. | 10, 13, 16, 9 | A |
| 3.1. Customer value is defined. | ||
| 3.2. Customer value strategies is explained. | ||
| 3.3. Customer value tactics is explained. | ||
| 4. Which technique should be used to manage customer relationships will be able to understood. | 10, 13, 16, 9 | A |
| 4.1. Behavioral approach is explained. | ||
| 4.2. Emotional approach is explained. | ||
| 5. How managing customer loyalty will able to be understood. | 10, 16, 9 | A |
| 5.1. Customer loyalty is defined. | ||
| 5.2. Methods of determining customer loyalty is explained. |
| Teaching Methods: | 10: Discussion 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 | New economic era | |
| 2 | New economy and Customer Relationship Marketing | |
| 3 | Customer value and strategies | |
| 4 | Designing the system of customer care | |
| 5 | Culture and standards of customer services | |
| 6 | Students' presentations I | |
| 7 | Communication with customers, actively listening and empathy | |
| 8 | Technology in customer care | |
| 9 | Problem solving in customer care | |
| 10 | Customer service experience | |
| 11 | Managing customer care staff | |
| 12 | Evaluating customer service | |
| 13 | Students' presentations II | |
| 14 | Students' presentations III |
| Resources |
| Customer Relationship Management: Basic Concepts and Applications, Nobel Publishing, Assoc. Dr. Beyza Gültekin, Dr. Uzeyir Kement. 2018. |
| Kalıcı Başarı İçin Müşteri Hizmetleri, Yavuz Odabaşı, Mediacat Kitapları. |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Have knowledge to follow the scientific information about the business management literature, the ability of assessment and apply about the whole current business functions . | X | |||||
| 2 | Have the theoretical ability to establish a relationship among business management literature and other related disciplines. | X | |||||
| 3 | Students recognize and comment the mathematical calculations, the accounting records and financial analysis concerning their business activities. | X | |||||
| 4 | Have the knowledge and equipment to follow the relevant legislation and fulfill the legal responsibility of the company. | X | |||||
| 5 | Have knowledge about economic literature in order to manage resources of the company effectively. | X | |||||
| 6 | Have the ability to develop innovative recommendations about solutions regarding the problems faced by the management, production and marketing. | X | |||||
| 7 | Students able to identify, analyze and propose solutions to the problems about the issues related to the field at a basic level studies. | X | |||||
| 8 | Have a perspective to evaluate with a critical approach the basic level of knowledge and skills about the functions carried out by a company, compare the situations faced in business and literature, include the experiences on their learning process. | X | |||||
| 9 | Students follow and evaluate national and international developments regarding the business operations. | X | |||||
| 10 | Students able to communicate by expressing ideas and knowledge stating clearly and concisely both orally and in writing. | X | |||||
| 11 | Students effectively use the Turkish language in written and oral communication. | X | |||||
| 12 | Students have professional foreign language to do international correspondence in the field. | X | |||||
| 13 | Have ability to use communication technologies effectively that can helpful in business life. | X | |||||
| 14 | Aware to adopt a quality-oriented approach in the operating activities and use in application as well. | X | |||||
| 15 | Comply with the laws and rules of professional ethics about their personal responsibilities. | X | |||||
| 16 | Students aware that business activities should respect on public health, environmental protection and job security issues also in their professional decisions take into consideration these issues. | 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 | 4 | 10 | 40 | |||
| Resolution of Homework Problems and Submission as a Report | 1 | 15 | 15 | |||
| Term Project | 0 | 0 | 0 | |||
| Presentation of Project / Seminar | 1 | 15 | 15 | |||
| Quiz | 0 | 0 | 0 | |||
| Midterm Exam | 0 | 0 | 0 | |||
| General Exam | 1 | 15 | 15 | |||
| Performance Task, Maintenance Plan | 0 | 0 | 0 | |||
| Total Workload(Hour) | 113 | |||||
| Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(113/30) | 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 | Elective |
| Course Coordinator | Assist.Prof. Mahmut Selami AKIN |
| Name of Lecturer(s) | Assist.Prof. Mahmut Selami AKIN |
| Assistant(s) | |
| Aim | The aim of this course is to understand how to manage customer relations more efficiently. |
| Course Content | This course contains; New economic era,New economy and Customer Relationship Marketing,Customer value and strategies,Designing the system of customer care,Culture and standards of customer services,Students' presentations I,Communication with customers, actively listening and empathy,Technology in customer care,Problem solving in customer care,Customer service experience,Managing customer care staff,Evaluating customer service,Students' presentations II,Students' presentations III. |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| 1. The difference between consumer, customer and target audience phenomenon will able to be understood. | 10, 13, 16, 9 | A |
| 1.1. Consumer concept is defined. | ||
| 1.2. Customer concept is defined. | ||
| 1.3. The target audience concept is defined. | ||
| 2. The role of customer relationships in the new economy will able to be understood. | 10, 16, 9 | A |
| 2.1. New economy is defined. | ||
| 2.2. Trends in new economy is explained. | ||
| 2.3. Basic functions of customer relationship management is defined. | ||
| 3. What customer value will able to be understood. | 10, 13, 16, 9 | A |
| 3.1. Customer value is defined. | ||
| 3.2. Customer value strategies is explained. | ||
| 3.3. Customer value tactics is explained. | ||
| 4. Which technique should be used to manage customer relationships will be able to understood. | 10, 13, 16, 9 | A |
| 4.1. Behavioral approach is explained. | ||
| 4.2. Emotional approach is explained. | ||
| 5. How managing customer loyalty will able to be understood. | 10, 16, 9 | A |
| 5.1. Customer loyalty is defined. | ||
| 5.2. Methods of determining customer loyalty is explained. |
| Teaching Methods: | 10: Discussion 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 | New economic era | |
| 2 | New economy and Customer Relationship Marketing | |
| 3 | Customer value and strategies | |
| 4 | Designing the system of customer care | |
| 5 | Culture and standards of customer services | |
| 6 | Students' presentations I | |
| 7 | Communication with customers, actively listening and empathy | |
| 8 | Technology in customer care | |
| 9 | Problem solving in customer care | |
| 10 | Customer service experience | |
| 11 | Managing customer care staff | |
| 12 | Evaluating customer service | |
| 13 | Students' presentations II | |
| 14 | Students' presentations III |
| Resources |
| Customer Relationship Management: Basic Concepts and Applications, Nobel Publishing, Assoc. Dr. Beyza Gültekin, Dr. Uzeyir Kement. 2018. |
| Kalıcı Başarı İçin Müşteri Hizmetleri, Yavuz Odabaşı, Mediacat Kitapları. |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Have knowledge to follow the scientific information about the business management literature, the ability of assessment and apply about the whole current business functions . | X | |||||
| 2 | Have the theoretical ability to establish a relationship among business management literature and other related disciplines. | X | |||||
| 3 | Students recognize and comment the mathematical calculations, the accounting records and financial analysis concerning their business activities. | X | |||||
| 4 | Have the knowledge and equipment to follow the relevant legislation and fulfill the legal responsibility of the company. | X | |||||
| 5 | Have knowledge about economic literature in order to manage resources of the company effectively. | X | |||||
| 6 | Have the ability to develop innovative recommendations about solutions regarding the problems faced by the management, production and marketing. | X | |||||
| 7 | Students able to identify, analyze and propose solutions to the problems about the issues related to the field at a basic level studies. | X | |||||
| 8 | Have a perspective to evaluate with a critical approach the basic level of knowledge and skills about the functions carried out by a company, compare the situations faced in business and literature, include the experiences on their learning process. | X | |||||
| 9 | Students follow and evaluate national and international developments regarding the business operations. | X | |||||
| 10 | Students able to communicate by expressing ideas and knowledge stating clearly and concisely both orally and in writing. | X | |||||
| 11 | Students effectively use the Turkish language in written and oral communication. | X | |||||
| 12 | Students have professional foreign language to do international correspondence in the field. | X | |||||
| 13 | Have ability to use communication technologies effectively that can helpful in business life. | X | |||||
| 14 | Aware to adopt a quality-oriented approach in the operating activities and use in application as well. | X | |||||
| 15 | Comply with the laws and rules of professional ethics about their personal responsibilities. | X | |||||
| 16 | Students aware that business activities should respect on public health, environmental protection and job security issues also in their professional decisions take into consideration these issues. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |