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Information
| Unit | TOURISM AND HOTEL MANAGEMENT ACADEMY |
| ACCOMMODATION SERVICES PR. | |
| Code | KON419 |
| Name | Customer Relations Management |
| Term | 2017-2018 Academic Year |
| Semester | 7. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 4 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Üniversite Dersi |
| Type | Normal |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Prof. Dr. MURAT İSMET HASEKİ |
| Course Instructor |
Prof. Dr. MURAT İSMET HASEKİ
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
To inform about the concepts of Customer Relationship Management.
Course Content
The concept and characteristics of customer relationships, new customer relationships dimensions, total quality management in sales and marketing, customer Creating value for, customer communication model and items, communication formats, customer service quality and system, customer acquisition and retention, measuring customer relationships.
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Relating Consumer, Define and manipulate advanced concepts and common terminology of social sciences. |
| LO02 | Use the basic principles of management in order to solve real life business and consumer problems. |
| LO03 | Theoretically and practically identify fundamental management functions such as planning, organization, management, leadership and control. |
| LO04 | Find out and manage new methods to improve his/her knowledge about consumers. |
| LO05 | Müşteri ilişkileri yönetimi alanında profesyonel ve etik davranış sorumluluğu sergilemek |
| LO06 | Understanding between culture of business and customer relations. |
| LO07 | Determines socio-cultural factors effecting on customer. |
| LO08 | Comprehend the basics of Management Information System: hardware, software, communication and database management. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Understanding consumer and customer concepts. | Reading of the textbook. | |
| 2 | Quality of customer realtions management. | Reading of the textbook. | |
| 3 | Customer behavior and education. | Reading of the textbook. | |
| 4 | Comprehend the basics of Management Information System | Reading of the textbook. | |
| 5 | Principles of Business and Organization. | Reading of the textbook. | |
| 6 | The place of Customer in contemporary marketing approach. | Reading of the textbook. | |
| 7 | Value Creation Process. | Reading of the textbook. | |
| 8 | Midterm Exam | Prepare for exam. | |
| 9 | Development of customer relations management. | Reading of the textbook. | |
| 10 | Developing a Strategic Framework for Customer Relationship Management. | Reading of the textbook. | |
| 11 | Development of Customer Relations Management. | Reading of the textbook. | |
| 12 | Developing a Strategic Framework for Customer Relationship Management. | Reading of the textbook. | |
| 13 | Use Interactivity Tools to Build Learning Relationships. | Reading of the textbook. | |
| 14 | Mass Adaptation for Learning Relations. | Reading of the textbook. | |
| 15 | Measuring Success in Customer-Driven Initiatives. | Reading of the textbook. | |
| 16 | Final Exam. | Prepare for Exam. | |
| 17 | Final Exam. | Prepare for Exam. |
Assessment (Exam) Methods and Criteria
| Assessment Type | Midterm / Year Impact | End of Term / End of Year Impact |
|---|---|---|
| 1. Midterm Exam | 100 | 40 |
| General Assessment | ||
| Midterm / Year Total | 100 | 40 |
| 1. Final Exam | - | 60 |
| Grand Total | - | 100 |