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 |
| 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 | Learn the changing nature of customer relationships. |
| LO02 | Customer value knows the importance of customer satisfaction and customer loyalty. |
| LO03 | communicate effectively in individual and organizational, will follow the developments in information technology, uses technology effectively. |
| LO04 | Customer knows how to manage the relationship. |
| LO05 | Know the success and failure elements of customer relationship management. |
| LO06 | understands the communication process and its elements |
| LO07 | Learns organizational culture |
| LO08 | Learns 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 | reading | Öğretim Yöntemleri: Anlatım |
| 2 | Changing structure of market, marketing and customer relations | reading | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 3 | classify clients | reading | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 4 | Online consumer behavior | reading | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 5 | Traditional consumer behavior | reading | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 6 | Appointment and hospitality | reading | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 7 | Relationship between customer value, customer satisfaction and loyalty | reading | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 8 | Mid-Term Exam | study from the texbook | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Communication Types | reading | Öğretim Yöntemleri: Anlatım, Grup Çalışması, Örnek Olay |
| 10 | Planning customer relationship management | reading | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 11 | Create customer value | reading | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 12 | Stages in implementation of customer relationship management | reading | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 13 | Customer complaints | reading | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 14 | Elements of success and failure | reading | Öğretim Yöntemleri: Alıştırma ve Uygulama, Grup Çalışması, Örnek Olay |
| 15 | Techniques used in measuring customer relations | reading | 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 | ||