TÜRKÇE
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Information
| Code | GRS429 |
| Name | Customer Relations Management |
| Term | 2024-2025 Academic Year |
| 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 |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Prof. Dr. MEHMET CİHAN YAVUZ |
| Course Instructor |
Prof. Dr. MEHMET CİHAN YAVUZ
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
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 | Analyzes the importance of the customer in changing marketing concepts and develops customer-centric strategies. |
| LO02 | Applies and evaluates techniques for acquiring, retaining, and regaining lost customers. |
| LO03 | Analyzes customer relationships from the perspectives of business management, employees, and customers, providing improvement suggestions. |
| LO04 | Plans and implements processes to ensure customer satisfaction for sustainable competition. |
| LO05 | Analyzes customer loyalty programs and complaint management, utilizing appropriate information technologies. |
| LO06 | Analyzes customer data using data mining techniques and generates customer insights. |
| LO07 | Applies effectiveness and measurement metrics in customer relationship management and prepares reports. |
| LO08 | Develops value creation strategies for customers and applies innovative solutions to enhance customer experience. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Defines and explains the basic elements and principles of art and design. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Analyses national and international artistic and cultural elements that may affect graphic design applications. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Defines and compares mass communication media, communication methods and communication elements. | 3 |
| PLO04 | Bilgi - Kuramsal, Olgusal | Defines and applies research, information retrieval and critical thinking methods. | 5 |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | Applies the principles of colour, hierarchy, size and scale of art and design in the design process. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Follows technological developments in visual communication and applies them in design processes. | |
| PLO07 | Beceriler - Bilişsel, Uygulamalı | Uses different materials, paints and technological tools and equipment consciously in the design process. | |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Integrates graphic design knowledge with the knowledge of different disciplines and applies it to the design process. | |
| PLO09 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Takes an active role in individual and group work and fulfils its responsibilities. | 5 |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Provides consistency in written and visual communication by using grammar correctly. | |
| PLO11 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Develops and applies a planned, meticulous and disciplined working approach in the design process. | |
| PLO12 | Yetkinlikler - Öğrenme Yetkinliği | Understands, interprets and critically evaluates the texts they read. | |
| PLO13 | Yetkinlikler - Öğrenme Yetkinliği | Uses information and communication technologies effectively and consciously in learning and design processes. | |
| PLO14 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Creates effective and functional designs that reach the target audience. | 4 |
| PLO15 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Uses oral, written and visual communication skills effectively. | 4 |
| PLO16 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Establishes professional and effective communication with colleagues, employers and individuals to whom they provide services. | 5 |
| PLO17 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Uses foreign language skills to follow the developments in the field and communicate at professional level. | |
| PLO18 | Yetkinlikler - Alana Özgü Yetkinlik | Develops design approaches sensitive to social, cultural, scientific and artistic values. | |
| PLO19 | Yetkinlikler - Alana Özgü Yetkinlik | Analyses the place and effects of graphic design profession in social life. | |
| PLO20 | Yetkinlikler - Alana Özgü Yetkinlik | Defends the ethical and legal values of the graphic design profession and adopts environmentally sensitive design approaches. | |
| PLO21 | Yetkinlikler - Alana Özgü Yetkinlik | Produces creative, original, economic and aesthetic solutions 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 | ||