TÜRKÇE
ENGLISH
Information
| Unit | FACULTY OF FINE ARTS |
| GRAPHIC PR. | |
| Code | GRS429 |
| Name | Customer Relations Management |
| Term | 2019-2020 Academic Year |
| Semester | 7. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Lisans Dersi |
| Type | Normal |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Prof. Dr. MEHMET CİHAN YAVUZ |
| Course Instructor |
Prof. Dr. MEHMET CİHAN YAVUZ
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
The aim of this course is to teach the students the concepts of customer retention, winning, customer relations.
Course Content
Customer, customer varieties, customer relationship management, customer in the economy, data mining, customer value creation, customer relations applications, customer acquisition and retention, customer relationship management activity and measurement.
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Recognizes the importance of the customer within the changing marketing approach |
| LO02 | Recalls the technics for customer retention, recovering lost customers |
| LO03 | Handles customer relations from the view point of business management, employees and customers |
| LO04 | Recall the essential process for he continuity of customer satisfaction in terms of sustainable competition |
| LO05 | Recognizes and selects customer loyalty programs, customer complaints management, information technologies appropriate to customer relationship management process |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | Recognition of the basic elements and principles of art and design. | 0 |
| PLO02 | - | Recognition of national/international artistic and cultural elements which can effect Graphic design practices. | 4 |
| PLO03 | - | Identification of communication methods, communication elements and mass communication media | 3 |
| PLO04 | - | Following and using the current applications, innovations and technological devolopments in line with the visual communication world. | 3 |
| PLO05 | - | Using the information of ther field with the practices of other diciplines. | 3 |
| PLO06 | - | Using the basic criteria of art and design, preparing creative, original, aesthetic and economic alternative solutions for visual communication problems. | 0 |
| PLO07 | - | Using different materials, paints and technological tools in the process of design. | 0 |
| PLO08 | - | Using research methods, techniques and dialectic to make access to information. | 5 |
| PLO09 | - | Being competent in at least one foreign language to be able to understand and communicate in the field. | 0 |
| PLO10 | - | Operating information and communication technologies effectively, both in learning process and design process. | 0 |
| PLO11 | - | Being a responsible citizen with his/her awareness of social, cultural, scientific and artistic values. | 5 |
| PLO12 | - | Ability to work effectively and take responsibility during individual or group work. | 3 |
| PLO13 | - | Using time efficiently with planned, careful and disciplined work. | 5 |
| PLO14 | - | Ability to read, understand and interpret his/her acquirements with a critical perspective. | 0 |
| PLO15 | - | Having the self-confidence and ability of communicating, written, orally and visually. | 5 |
| PLO16 | - | Establishing effective communication with his/her colleagues, employers and persons he/she works with. | 5 |
| PLO17 | - | Showing personal and professional care in protecting the environment and defending the ethical and legal values of the profession. | 4 |
| PLO18 | - | Being aware of the role and importance of graphic design in social life. | 4 |
| PLO19 | - | Taking responsibility in the use of correct language when designing. | 0 |
| PLO20 | - | Creating designs that serve its purpose, communicates successfully and reaches the target audience. | 5 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Introduction, consumer and client concepts | Reading related chapter of the textbook and web search | |
| 2 | Consumer relations management soncept | Reading related chapter of the textbook and web search | |
| 3 | Consumer and client types in new economy | Reading related chapter of the textbook and web search | |
| 4 | Data Mining in Customer Relationship Management | Reading related chapter of the textbook and web search | |
| 5 | Customer Relationship Management in E-Commerce | Reading related chapter of the textbook and web search | |
| 6 | Customer Creation, Customer Relationship Management Applications, Innovations and Benefits | Reading related chapter of the textbook and web search | |
| 7 | Relations with Consumers: Contact Reactive Approach - Proactive Approach | Reading related chapter of the textbook and web search | |
| 8 | Mid-Term Exam | Reading the textbook and lecture notes | |
| 9 | Customer Service: Customer Service Concept, Service Quality and Customer Service Systems | Reading related chapter of the textbook and web search | |
| 10 | Customer Winning and Retention Strategies | Reading related chapter of the textbook and web search | |
| 11 | 5 Regions of Customer Relationship Management | Reading related chapter of the textbook and web search | |
| 12 | Triggers of Customer Relationship Management, Cross-Selling Management | Reading related chapter of the textbook and web search | |
| 13 | Determination of Business Needs for Customer Relationship Management Projects to be Successful | Reading related chapter of the textbook and web search | |
| 14 | Control and Measurement in Customer Relationship Management | Reading related chapter of the textbook and web search | |
| 15 | Reasons for Failure of Customer Relationship Management Applications | Reading related chapter of the textbook and web search | |
| 16 | Term Exams | Reading the textbook and lecture notes | |
| 17 | Term Exams | Reading the textbook and lecture notes |
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 | ||