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Information
| Unit | CEYHAN VOCATIONAL SCHOOL |
| Code | PZR257 |
| Name | Customer Relationship Management |
| Term | 2019-2020 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 | To be able to describe customer relations |
| LO02 | To be able to explain customer relations management |
| LO03 | To be able to establish empathy with the customers and build relations accordingly |
| LO04 | To be able to design the activities for the acquisition and retention of customers |
| LO05 | To be able to form customer dependence and loyalty |
| LO06 | To be able to design customer relations management |
| LO07 | To be able to manage customer complaints |
| LO08 | To be able to asses and interpret the customer relations |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|
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 | Term Exams | ||
| 17 | Term Exams |
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 | ||