TÜRKÇE
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Information
| Code | PZR257 |
| Name | Customer Relationship Management |
| 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 |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. SADIK EREN |
Course Goal
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
There are no prerequisites.
Resources
Sevtap Ünal, Müşteri İlişkileri Yönetimi,Atatürk Üniversitesi Açıköğretim Fakültesi Publications.
Notes
Yavuz Odabaşı, Satış ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yay., 2013.
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 |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Have basic theoretical knowledge supported by up-to-date information in the field of marketing. | 4 |
| PLO02 | Bilgi - Kuramsal, Olgusal | Gains the skills to use the basic theoretical and applied knowledge acquired in the field of marketing at an advanced education level in the same field or in a field at the same level. | 4 |
| PLO03 | Bilgi - Kuramsal, Olgusal | Using the knowledge and skills acquired in the field of marketing, he/she will be able to analyze, interpret, question, criticize and find solutions to any marketing problem at a basic level. | 2 |
| PLO04 | Bilgi - Kuramsal, Olgusal | Gains the ability to independently carry out a basic level of marketing related work. | 3 |
| PLO05 | Bilgi - Kuramsal, Olgusal | Take responsibility individually or as a team member to solve problems encountered in marketing-related applications. | 3 |
| PLO06 | Bilgi - Kuramsal, Olgusal | He/she can carry out activities for the development of the personnel he/she is responsible for. | 3 |
| PLO07 | 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. | 2 |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Gains lifelong learning awareness. | 1 |
| 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. | 1 |
| 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. | 1 |
| 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. | 2 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The Concept of Customer Relations and Its Importance | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 2 | Development of Customer Relations Management | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 3 | Components of Customer Relations | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 4 | Communication with Customers | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 5 | Customer Service and Service Quality | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 6 | Customer Satisfaction and Loyalty | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 7 | Acquisition and Retention of Customers | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 8 | Mid-Term Exam | Ölçme Yöntemleri: Yazılı Sınav |
|
| 9 | Customer Relations Management Process | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Grup Çalışması |
| 10 | Gathering and Analyzing Customer Data | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Grup Çalışması |
| 11 | Developing Customer Relations Programs | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Grup Çalışması |
| 12 | Customer Relations Practices | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Grup Çalışması |
| 13 | Customer Complaint Managemen | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Grup Çalışması |
| 14 | Assessment of Customer Relations | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Grup Çalışması |
| 15 | Course Review | Lecture Notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 16 | Term Exams | Ölçme Yöntemleri: Yazılı Sınav |
|
| 17 | Term Exams | Ölçme Yöntemleri: Yazılı Sınav |
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 | ||