TÜRKÇE
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Information
| Unit | KOZAN FACULTY OF BUSINESS MANAGEMENT |
| BUSINESS ADMINISTRATION PR. | |
| Code | BAC435 |
| Name | Customer Relations Management |
| Term | 2021-2022 Academic Year |
| Semester | 7. Semester |
| Duration (T+A) | 3-0 (T-A) (17 Week) |
| ECTS | 4 ECTS |
| National Credit | 3 National Credit |
| Teaching Language | Türkçe |
| Level | Lisans 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 be able to communicate with customers according to their targets and strategies and to help them to classify according to their characteristics, to interpret consumer behavior patterns according to customer purchasing methods and frequency, to create customer value according to customer retention programs, to create customer value and according to customer satisfaction measurement techniques aims to help measure satisfaction.
Course Content
Content of this course; different topics such as branding elements and an interactive site formation, the dynamics of mobile marketing and trends that will enable students to master digital platforms and digital marketing campaign management.
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Gains knowledge about the management of customer relations and explains other concepts related to customer relations and the link between them. |
| LO02 | Explain the planning and implementation process of customer relations. |
| LO03 | Explain the importance of organizational culture in customer relations. |
| LO04 | Explains ways to build long, healthy and sustainable relationships with customers. |
| LO05 | Specifies the methods to increase customer satisfaction. |
| LO06 | Discusses about customer consumption habits and customer potential. |
| LO07 | The client implements an appointment and acceptance program. |
| LO08 | Explains data collection techniques for customer problem solving and decision making. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | List and define the concepts of business management, and explain their relations to each other | 5 |
| PLO02 | - | List and define the fundamental conceptual models, numerical and statistical techniques of business administartion and identify their advantages and disadvantages. | 4 |
| PLO03 | - | List and define the relationship between the basic concepts of economy and business management ; indicate the strong and weak sides of each method. | 2 |
| PLO04 | - | Explain how to create the fundamental conceptual models and how to apply numerical and statistical techniques that are used in business administration. | 5 |
| PLO05 | - | Explain how to interpret the results gathered through the application and/or implementation of conceptual models and/or numerical and statistical methods of business management. | 3 |
| PLO06 | - | Determine appropriate methods to solve business problems | 4 |
| PLO07 | - | Evaluate the results that are obtained from applications of business management methods | 5 |
| PLO08 | - | Use the basic numerical and statistical softwares | 5 |
| PLO09 | - | Use the basic enterprise resource planning (ERP) softwares | 5 |
| PLO10 | - | Take initiative individually or/and as a member of a team, lead and work effectively | 5 |
| PLO11 | - | As well as professional development, improve him-/herself continuously in scientific, social, cultural and artistic fields according to his/her interests and abilities, identifying needs of learning. | 4 |
| PLO12 | - | Follow latest developments in the field, and sustain personal and professional development with the awareness of the necessity of life long learning | 5 |
| PLO13 | - | Use different resources in accordance with academic principles, synthesize the data gathered, and present them effectively in an unfamiliar field. | 5 |
| PLO14 | - | Use Turkish and at least one foreign language in accordance with the requirements in academic and business context | 5 |
| PLO15 | - | Perceive and interpret the feelings, ideas and behaviours of people appropriately, and express himself/herself accurately in written or oral format | 5 |
| PLO16 | - | Question traditional approaches, methods and implementations; develop and implement alternative methods when required | 5 |
| PLO17 | - | Recognize and apply social, scientific and professional ethical values. | 5 |
| PLO18 | - | Determine the most appropriate approaches, implementations and methods of business management considering sectors, their sizes, resources, cultures, goals and objectives | 5 |
| PLO19 | - | Monitor external factors such as industrial structures, competition, technologies, economics, politics, cultures that affects the activities of businesses and interpret their impact on businesses | 5 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The Concept and Importance of Customer Relationship Management. | Reading Relating Textbook. | |
| 2 | Communicating with Customers. | Reading Relating Textbook. | |
| 3 | Customer Service and Service Quality. | Reading Relating Textbook. | |
| 4 | Strategic Approach to Customer Relations. | Reading Relating Textbook. | |
| 5 | Customer Relationship Planning and Implementation Process. | Reading Relating Textbook. | |
| 6 | Customer Satisfaction, Loyalty and Retention. | Reading Relating Textbook. | |
| 7 | Customer Relations Programs and Applications. | Reading Relating Textbook. | |
| 8 | Mid-Term Exam | ||
| 9 | Customer Complaint Management. | Reading Relating Textbook. | |
| 10 | Customer Relationship Measurement. | Reading Relating Textbook. | |
| 11 | Customer Oriented Organizational Culture. | Reading Relating Textbook. | |
| 12 | Customer Relations Applications. | Reading Relating Textbook. | |
| 13 | To Organize a Customer Appointment, to Watch, to Entertain. | Reading Relating Textbook. | |
| 14 | Customer Relations Problems and Solutions. | Reading Relating Textbook. | |
| 15 | Contribute to Customer Complaints Management. | Reading Relating Textbook. | |
| 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 | 3 | 42 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 3 | 42 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 7 | 7 |
| Final Exam | 1 | 18 | 18 |
| Total Workload (Hour) | 109 | ||
| Total Workload / 25 (h) | 4,36 | ||
| ECTS | 4 ECTS | ||