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Information
| Unit | CEYHAN VOCATIONAL SCHOOL |
| Code | PZR257 |
| Name | Customer Relationship Management |
| Term | 2017-2018 Academic Year |
| Semester | 3. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Label | C Compulsory |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. SADIK EREN |
| Course Instructor |
Öğr. Gör. SADIK EREN
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
Relating the usable information concerning customer relations under the intensive competitive requirements from the point of marketing and sales with application examples.
Course Content
The Concept of Customer Relations and Its Importance, Development of Customer Relations Management, Components of Customer Relations, Communication with Customers, Customer Service and Service Quality, Customer Satisfaction and Loyalty, Acquisition and Retention of Customers, Customer Relations Management Process, Gathering and Analyzing Customer Data , Developing Customer Relations Programs, Customer Relations Practices, Customer Complaint Management, Assessment of Customer Relations
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Describes customer relations. |
| LO02 | Explains customer relations management. |
| LO03 | Establishes empathy with the customers and build relations accordingly. |
| LO04 | Designs the activities for the acquisition and retention of customers. |
| LO05 | Design customer relations management. |
| LO06 | Manages customer complaints. |
| LO07 | Asseses and interpretes the customer relations. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | It refers to basic theoretical knowledge supported by current information in the field of marketing. | 4 |
| PLO02 | Bilgi - Kuramsal, Olgusal | It refers to the basic level theoretical and practical knowledge acquired in the field of marketing. | 4 |
| PLO03 | Bilgi - Kuramsal, Olgusal | Discusses any marketing problem at a basic level, using the knowledge and skills acquired in the field of marketing. | |
| PLO04 | Bilgi - Kuramsal, Olgusal | Compares basic level studies on marketing in terms of their similarities and differences. | 3 |
| PLO05 | Bilgi - Kuramsal, Olgusal | Explains the cause/effect of problems encountered in marketing-related applications. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | They can criticize the basic knowledge and skills acquired in marketing, have the ability to identify their deficiencies and meet these deficiencies. | |
| PLO07 | Beceriler - Bilişsel, Uygulamalı | Gains lifelong learning awareness. | |
| PLO08 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | He/she can carry out activities for the development of the personnel he/she is responsible for. | 3 |
| PLO09 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | He/she can convey his/her thoughts through written, verbal and visual communication at the level of basic knowledge and skills on marketing-related issues. | |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | He/she can share his/her thoughts on marketing-related issues and solutions to problems with experts and non-experts. | |
| PLO11 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Obtains a basic level of foreign language knowledge to monitor information in the field of marketing and communicate with colleagues and non-nationals. | |
| PLO12 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | With the basic computer use required by the marketing field, internet technologies can use office software at a basic level. | |
| PLO13 | Yetkinlikler - Öğrenme Yetkinliği | Have social, scientific, cultural and ethical values in the stages of collecting any data in the field of marketing, applying it and announcing the results. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The Concept of Customer Relations and Its Importance | Lecture Notes | |
| 2 | Development of Customer Relations Management | Lecture Notes | |
| 3 | Components of Customer Relations | Lecture Notes | |
| 4 | Communication with Customers | Lecture Notes | |
| 5 | Customer Service and Service Quality | Lecture Notes | |
| 6 | Customer Satisfaction and Loyalty | Lecture Notes | |
| 7 | Acquisition and Retention of Customers | Lecture Notes | |
| 8 | Mid-term Exam | ||
| 9 | Customer Relations Management Process | Lecture Notes | |
| 10 | Gathering and Analyzing Customer Data | Lecture Notes | |
| 11 | Developing Customer Relations Programs | Lecture Notes | |
| 12 | Customer Relations Practices | Lecture Notes | |
| 13 | Customer Complaint Managemen | Lecture Notes | |
| 14 | Assessment of Customer Relations | Lecture Notes | |
| 15 | Course Review | Lecture Notes | |
| 16 | Final Exam | ||
| 17 | Final 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 |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 2 | 28 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 2 | 28 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 6 | 6 |
| Final Exam | 1 | 16 | 16 |
| Total Workload (Hour) | 78 | ||
| Total Workload / 25 (h) | 3,12 | ||
| ECTS | 3 ECTS | ||