TÜRKÇE
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Information
| Code | GRS429 |
| Name | Customer Relations Management |
| 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 |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Prof. Dr. MEHMET CİHAN YAVUZ |
Course Goal
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
None
Resources
Odabaşı, Yavuz (2015), Customer Relationship Management (CRM), Aura Publishing
Notes
Lecture presentations, lecture notes and internet sources
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 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 | Bilgi - Kuramsal, Olgusal | Has knowledge about the basic elements and principles of Art and Design. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Recognition of national/international artistic and cultural elements which can effect Graphic design practices. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Identification of communication methods, communication elements and mass communication media | 3 |
| PLO04 | Bilgi - Kuramsal, Olgusal | Using research methods, techniques and dialectic to make access to information. | 5 |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | It uses the basic principles of art and design such as color, hierarchy, size and scale. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Following and using the current applications, innovations and technological devolopments in line with the visual communication world. | |
| PLO07 | Beceriler - Bilişsel, Uygulamalı | Using different materials, paints and technological tools in the process of design. | |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Using the information of ther field with the practices of other diciplines. | 3 |
| PLO09 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Have the skills to work effectively and take responsibility individually and in groups. | 5 |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Taking responsibility in the use of correct language when designing. | |
| PLO11 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Understands the importance of a planned, meticulous and disciplined design process. | 4 |
| PLO12 | Yetkinlikler - Öğrenme Yetkinliği | Gains the ability to read, understand and interpret what is read, and evaluate it with a critical approach. | |
| PLO13 | Yetkinlikler - Öğrenme Yetkinliği | Operating information and communication technologies effectively, both in learning process and design process. | |
| PLO14 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Creating designs that serve its purpose, communicates successfully and reaches the target audience. | 4 |
| PLO15 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Having the self-confidence and ability of communicating, written, orally and visually. | 4 |
| PLO16 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Have the ability to communicate well with colleagues, employers and individuals to whom they serve. | 5 |
| PLO17 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Being competent in at least one foreign language to be able to understand and communicate in the field. | |
| PLO18 | Yetkinlikler - Alana Özgü Yetkinlik | Being a responsible citizen with his/her awareness of social, cultural, scientific and artistic values. | 2 |
| PLO19 | Yetkinlikler - Alana Özgü Yetkinlik | Being aware of the role and importance of graphic design in social life. | 3 |
| PLO20 | Yetkinlikler - Alana Özgü Yetkinlik | Showing personal and professional care in protecting the environment and defending the ethical and legal values of the profession. | |
| PLO21 | Yetkinlikler - Alana Özgü Yetkinlik | Prepares creative, original, economical, aesthetic alternative drafts for visual communication problems. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Introduction, consumer and client concepts | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 2 | Consumer relations management soncept | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 3 | Consumer and client types in new economy | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 4 | Data Mining in Customer Relationship Management | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 5 | Customer Relationship Management in E-Commerce | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 6 | Customer Creation, Customer Relationship Management Applications, Innovations and Benefits | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 7 | Relations with Consumers: Contact Reactive Approach - Proactive Approach | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 8 | Mid-Term Exam | Reading related chapter of the textbook, lecture notes | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Customer Service: Customer Service Concept, Service Quality and Customer Service Systems | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 10 | Customer Winning and Retention Strategies | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 11 | 5 Regions of Customer Relationship Management | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 12 | Triggers of Customer Relationship Management, Cross-Selling Management | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 13 | Determination of Business Needs for Customer Relationship Management Projects to be Successful | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 14 | Control and Measurement in Customer Relationship Management | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 15 | Reasons for Failure of Customer Relationship Management Applications | Reading related chapter of the textbook, lecture notes and web search | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 16 | Final Exam | Reading related chapter of the textbook, lecture notes | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Final Exam | Reading related chapter of the textbook, lecture notes | 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 | ||