Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| CUSTOMER RELATIONSHIP MANAGEMENT | - | Spring 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 | 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 | To have basic theoretical and practical knowledge supported by textbooks, application tools and other resources containing current information in the field. | ||||||
| 2 | Gain the skills to use basic level theoretical and practical knowledge acquired within the field in the same field of a higher education level or in a field of same level | ||||||
| 3 | Interpret and evaluate data, define problems, do analysis, produce solutions based on proof with using basic level knowledge and practices gained within the field | ||||||
| 4 | Conduct studies at basic level within the field independently | ||||||
| 5 | Take responsibility as a team member in order to solve unexpected complex problems faced in the implementations within the field | ||||||
| 6 | Conduct activities towards the development of subordinates within a project | ||||||
| 7 | Evaluate the acquired knowledge and skills at basic level within the field with a critical approach, determine and respond to learning needs | ||||||
| 8 | Direct the education received to a higher education level in the same field or to an occupation in the same level | ||||||
| 9 | Gain awareness of lifelong learning | ||||||
| 10 | Transfer the ideas based on the basic knowledge and skills acquired within the field through written and oral communication | ||||||
| 11 | Share the ideas and solution proposals to problems about issues within the field with professionals and non-professionals | ||||||
| 12 | Use informatics and communication technologies with at least a minimum level of European Computer Driving License Basic Level software knowledge | ||||||
| 13 | Possess social, scientific, cultural and ethic values on the stages of gathering, implementation and release of the results of data related to the field | ||||||
| 14 | Possess sufficient consciousness about the issues of universality of social rights, social justice, quality, cultural values and also, environmental protection, worker's health and security | ||||||
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 | - | Spring 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 | 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 | To have basic theoretical and practical knowledge supported by textbooks, application tools and other resources containing current information in the field. | ||||||
| 2 | Gain the skills to use basic level theoretical and practical knowledge acquired within the field in the same field of a higher education level or in a field of same level | ||||||
| 3 | Interpret and evaluate data, define problems, do analysis, produce solutions based on proof with using basic level knowledge and practices gained within the field | ||||||
| 4 | Conduct studies at basic level within the field independently | ||||||
| 5 | Take responsibility as a team member in order to solve unexpected complex problems faced in the implementations within the field | ||||||
| 6 | Conduct activities towards the development of subordinates within a project | ||||||
| 7 | Evaluate the acquired knowledge and skills at basic level within the field with a critical approach, determine and respond to learning needs | ||||||
| 8 | Direct the education received to a higher education level in the same field or to an occupation in the same level | ||||||
| 9 | Gain awareness of lifelong learning | ||||||
| 10 | Transfer the ideas based on the basic knowledge and skills acquired within the field through written and oral communication | ||||||
| 11 | Share the ideas and solution proposals to problems about issues within the field with professionals and non-professionals | ||||||
| 12 | Use informatics and communication technologies with at least a minimum level of European Computer Driving License Basic Level software knowledge | ||||||
| 13 | Possess social, scientific, cultural and ethic values on the stages of gathering, implementation and release of the results of data related to the field | ||||||
| 14 | Possess sufficient consciousness about the issues of universality of social rights, social justice, quality, cultural values and also, environmental protection, worker's health and security | ||||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |