TÜRKÇE
ENGLISH
Information
| Code | BY205 |
| Name | CUSTOMER RELATIONSHIP MANAGEMENT |
| Term | 2024-2025 Academic Year |
| Semester | 3. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 2 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Label | C Compulsory |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. ERBİL RADAVUŞ |
| Course Instructor |
Öğr. Gör. BİRSEN DAĞLI
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
This course aims to provide students with the ability to manage customer relations.
Course Content
This course; It covers content such as communication with customers, classifying customers, online consumer behavior, traditional consumer behavior, appointment and hospitality, creating customer value, customer satisfaction, customer complaints.
Course Precondition
none
Resources
Yavuz Odabaşı, Customer Relationship Management (CRM), Aura publications, 2020
Notes
Cemalettin Aktepe, Customer Relations Management, Detay Publishing
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Explains the changing structure of customer relationships. |
| LO02 | Explains the importance of customer value, customer satisfaction and customer loyalty. |
| LO03 | communicate effectively in individual and organizational, will follow the developments in information technology, uses technology effectively. |
| LO04 | Defines the planning of customer relationship management. |
| LO05 | Explains the success and failure elements of customer relationship management. |
| LO06 | Defines the communication process and its elements. |
| LO07 | Explains organizational culture. |
| LO08 | Interprets the problems encountered in customer relations and the basic solution strategies for them. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Office Administration and Executive Assistantship explains the basic knowledge and concepts related to and the Secretariat, and will have this information. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Office Administration and explains related to knows problem solving methods and techniques | |
| PLO03 | Beceriler - Bilişsel, Uygulamalı | Office Administration and Executive Assistantship makes the application together with the basic knowledge and concepts in the field . | 5 |
| PLO04 | Beceriler - Bilişsel, Uygulamalı | Office Administration and Executive Assistantship to the theoretical and practical knowledge gained in the field has the ability to use. | |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | Explain and evaluate the basic knowledge and concepts about Office Management and Executive Assistantship. | |
| PLO06 | Yetkinlikler - Öğrenme Yetkinliği | Identifies problems by using basic knowledge and skills in their field. | 5 |
| PLO07 | Yetkinlikler - Alana Özgü Yetkinlik | Analyze problems and develop solutions in the area. | 5 |
| PLO08 | Bilgi - Kuramsal, Olgusal | Office Administration and Executive Assistantship of the designs and applications of AST, explain them as necessary. | 4 |
| PLO09 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | In the framework given at the basic level, you can function and take responsibility independently of the issues related to the field given to you. | |
| PLO10 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Basic skills and knowledge of the area should be able to transfer effectively through written and oral communication. | |
| PLO11 | Yetkinlikler - Öğrenme Yetkinliği | Knowledge and skills to critically evaluate own learning and identify needs. | |
| PLO12 | Yetkinlikler - Alana Özgü Yetkinlik | By following the developments on the field of the profession,may point to a more advanced level. | |
| PLO13 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | A1-A2-level Foreign Language(English) knows,can communicate in the foreign language relevant to the profession | |
| PLO14 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Basic computer operating systems,Office applications, and knows how to use the keyboard. | |
| PLO15 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | In accordance with the rules of Turkish language,written and oral communication effectively may establish. | |
| PLO16 | Bilgi - Kuramsal, Olgusal | Have sufficient awareness about Ataturk´s principles and revolutions. | |
| PLO17 | Beceriler - Bilişsel, Uygulamalı | Professional, ethical, scientific and social values | |
| PLO18 | Yetkinlikler - Alana Özgü Yetkinlik | Global and social values within the framework of occupational health,safety and environmental is aware of the value. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Communicate with customers | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım |
| 2 | Changing structure of market, marketing and customer relations | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 3 | classify clients | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 4 | Online consumer behavior | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 5 | Traditional consumer behavior | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 6 | Appointment and hospitality | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 7 | Relationship between customer value, customer satisfaction and loyalty | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 8 | Mid-Term Exam | study from the texbook | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Communication Types | Explanation and example from the textbook | Öğretim Yöntemleri: Anlatım, Grup Çalışması, Örnek Olay |
| 10 | Planning customer relationship management | Explanation and example from the textbook | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 11 | Create customer value | Explanation and example from the textbook | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 12 | Stages in implementation of customer relationship management | Explanation and example from the textbook | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 13 | Customer complaints | Explanation and example from the textbook | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 14 | Elements of success and failure | Explanation and example from the textbook | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 15 | Techniques used in measuring customer relations | Explanation and example from the textbook | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 16 | Term Exams | study from the texbook | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | study from the texbook | 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 | 1 | 14 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 4 | 4 |
| Final Exam | 1 | 8 | 8 |
| Total Workload (Hour) | 54 | ||
| Total Workload / 25 (h) | 2,16 | ||
| ECTS | 2 ECTS | ||