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
Know the basic concepts of Public Relations and Publicity disciplines and the basic theories of these disciplines.
X
2
Public Relations and Publicity These data can be analyzed in various dimensions.
X
3
It uses expert knowledge and participates in decision-making mechanisms of enterprises. It identifies the problems encountered and suggests a solution.
X
4
It analyzes the institutions and prepares a communication plan in line with the needs of the institutions.
X
5
It can solve the problems caused by taking responsibility when necessary in projects related to the field.
X
6
They can participate in an organization set up for field-related projects, lead the project, manage operational plans and processes.
X
7
Analyzes the theoretical and factual problems of Public Relations and Publicity disciplines and subdisciplines with scientific methods and analyzes the findings.
X
8
As a principle, it adopts the principle of life-long learning. They follow developments, innovations, ideas, methods and changes in their field and use them effectively in their own work.
X
9
Uses fluent and correct Turkology in scientific and professional researches. At least one foreign language can read and understand.
X
10
Uses new communication technologies in their professional and scientific work and constantly monitor developments in new communication technologies.
X
11
Acts in ethical codes in professional and scientific researches.
X
12
The universality of social rights, social justice, quality and cultural values, and the protection of the environment, have a consciousness of people and society
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
HİT2233230
Spring Semester
2+0
2
4
Course Program
Salı 13:30-14:15
Salı 14:30-15:15
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
Know the basic concepts of Public Relations and Publicity disciplines and the basic theories of these disciplines.
X
2
Public Relations and Publicity These data can be analyzed in various dimensions.
X
3
It uses expert knowledge and participates in decision-making mechanisms of enterprises. It identifies the problems encountered and suggests a solution.
X
4
It analyzes the institutions and prepares a communication plan in line with the needs of the institutions.
X
5
It can solve the problems caused by taking responsibility when necessary in projects related to the field.
X
6
They can participate in an organization set up for field-related projects, lead the project, manage operational plans and processes.
X
7
Analyzes the theoretical and factual problems of Public Relations and Publicity disciplines and subdisciplines with scientific methods and analyzes the findings.
X
8
As a principle, it adopts the principle of life-long learning. They follow developments, innovations, ideas, methods and changes in their field and use them effectively in their own work.
X
9
Uses fluent and correct Turkology in scientific and professional researches. At least one foreign language can read and understand.
X
10
Uses new communication technologies in their professional and scientific work and constantly monitor developments in new communication technologies.
X
11
Acts in ethical codes in professional and scientific researches.
X
12
The universality of social rights, social justice, quality and cultural values, and the protection of the environment, have a consciousness of people and society
