TÜRKÇE
ENGLISH
Information
| Code | BAC435 |
| Name | Customer Relations Management |
| 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 |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Prof. Dr. MURAT İSMET HASEKİ |
Course Goal
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
No prerequisite
Resources
Customer Relations Management, Yavuz Demirel, 3.Edition, Seçkin Publishing, İstanbul, 2017.
Notes
Customer Relations Management, Beyza Gültekin and Üzeyir Kement, Nobel Academic Publishing, İstanbul, 2018.
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 | Bilgi - Kuramsal, Olgusal | Explain all the basic functions of the business conceptually. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Explain the basic economic concepts and the relationship between basic economic concepts and business management concepts. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Define the basic information about the law discipline related to the field of business administration. | |
| PLO04 | Beceriler - Bilişsel, Uygulamalı | Transfer information about the field of business in the language of learning by using effective verbal, written and visual communication methods. | 4 |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | Determine the most appropriate approaches, implementations and methods of business management considering sectors, their sizes, resources, cultures, goals and objectives. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Determine appropriate methods to solve business problems. | 4 |
| PLO07 | Beceriler - Bilişsel, Uygulamalı | Research in the field of business and reports the results of the research for use in managerial decision-making processes. | |
| PLO08 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Effectively work as a team and takes the necessary responsibility within the team. | 5 |
| PLO09 | Yetkinlikler - Öğrenme Yetkinliği | 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 |
| PLO10 | Yetkinlikler - Öğrenme Yetkinliği | Follow latest developments in the field, and sustain personal and professional development with the awareness of the necessity of life long learning. | 3 |
| PLO11 | Yetkinlikler - Öğrenme Yetkinliği | Use basic numerical and statistical analysis programs of business management. | 4 |
| PLO12 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Monitor the external environment factors such as sector structure, competition, technology, economy, politics and culture that affect the activities of businesses and interpret their effects on businesses. | |
| PLO13 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Use/report/interpret Business Information Systems and sub-modules required by business management. | 3 |
| PLO14 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Use Turkish and at least one foreign language in accordance with the requirements in academic and business life. | 4 |
| PLO15 | Yetkinlikler - Alana Özgü Yetkinlik | Become aware of professional ethics, environmental awareness, sustainability, social responsibility, cultural, social and universal values. | 3 |
| PLO16 | Yetkinlikler - Alana Özgü Yetkinlik | Follow latest developments in the field, and sustain personal and professional development with the awareness of the necessity of life long learning | 5 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The Concept and Importance of Customer Relationship Management. | Reading Relating Textbook. | Öğretim Yöntemleri: Beyin Fırtınası |
| 2 | Communicating with Customers. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım |
| 3 | Customer Service and Service Quality. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 4 | Strategic Approach to Customer Relations. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Tartışma |
| 5 | Customer Relationship Planning and Implementation Process. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Tartışma, Soru-Cevap |
| 6 | Customer Satisfaction, Loyalty and Retention. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım |
| 7 | Customer Relations Programs and Applications. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 8 | Mid-Term Exam | Ölçme Yöntemleri: Yazılı Sınav |
|
| 9 | Customer Complaint Management. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım |
| 10 | Customer Relationship Measurement. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Tartışma |
| 11 | Customer Oriented Organizational Culture. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 12 | Customer Relations Applications. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 13 | To Organize a Customer Appointment, to Watch, to Entertain. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım |
| 14 | Customer Relations Problems and Solutions. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 15 | Contribute to Customer Complaints Management. | Reading Relating Textbook. | Öğretim Yöntemleri: Anlatım |
| 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 | 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 | ||