TÜRKÇE
ENGLISH
Information
| Code | EEY105 |
| Name | Customer Relations Management |
| Term | 2024-2025 Academic Year |
| Semester | 1. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 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.Dr. ABDULAZİZ SAVUN |
| Course Instructor |
Öğr. Gör. EBRU EZBER AYAN
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
Knowing the concept of customer relationship management, recognizing customer demands and needs, being able to apply the customer relationship management process, knowing customer value management and customer classification, knowing the concepts of customer acquisition and retention, being familiar with the phenomenon of customer loyalty, knowing customer complaints management, being able to choose the appropriate information technology in the application process, To train individuals who are competent in collecting data in the relationship marketing process.
Course Content
Customer relationship management process, customer demands and needs, customer types and behaviors, CRM components, customer value management, customer satisfaction, satisfaction and loyalty programs, customer complaint management, CRM and information technologies, critical approach to CRM
Course Precondition
None
Resources
Yavuz ODABAŞI - Customer Relationship Management in Sales and Marketing System Publishing
Notes
Lecture notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Mastering the Customer Relationship Management process |
| LO02 | Knowing consumer behavior, knowing customer types and developing appropriate approaches |
| LO03 | Understanding customer retention and lost customer acquisition programs |
| LO04 | Getting to know the customer value management process |
| LO05 | Getting to know customer loyalty programs |
| LO06 | Getting to know customer complaints management |
| LO07 | Recognizing and selecting information technologies suitable for the Customer Relationship Management process |
| LO08 | Ability to critically approach Customer Relationship Management |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Apply the knowledge of general economics to the real estate sector. | |
| PLO02 | Beceriler - Bilişsel, Uygulamalı | Know the basic level of computer software and hardware required by the field and use it in related fields. | |
| PLO03 | Yetkinlikler - Alana Özgü Yetkinlik | Manages immovable management, trading and marketing processes. | 2 |
| PLO04 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | To be able to transfer theoretical knowledge to the problem solving process. | 3 |
| PLO05 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | With the sense of professional self-confidence, professional ethics and responsibility, he can conclude the duties he undertakes. | 1 |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Have the ability to learn current information and change it to business life openly to change and innovation. | 4 |
| PLO07 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Students can manage the processes in mother tongue and foreign languages by using the effective communication skills and information and communication tools. | |
| PLO08 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Have the ability to report and interpret the tasks given in the field of professional practice as desired. | 1 |
| PLO09 | Bilgi - Kuramsal, Olgusal | Has the legal knowledge about the profession and can produce solutions using them. | |
| PLO10 | Yetkinlikler - Alana Özgü Yetkinlik | To be able to manage the value determination studies of immovables with solution oriented. | |
| PLO11 | Yetkinlikler - Alana Özgü Yetkinlik | Has technical knowledge about the immovable and can carry out technical information based supervision applications. | |
| PLO12 | Yetkinlikler - Alana Özgü Yetkinlik | Manages real estate production and development activities. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Introduction to customer relationship management | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 2 | Relationship marketing approach | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 3 | Customer concept and customer demands and needs | Reviewing lecture notes | Ölçme Yöntemleri: Performans Değerlendirmesi, Ödev |
| 4 | Customer concept and customer demands and needs-2 | Reviewing lecture notes | Ölçme Yöntemleri: Performans Değerlendirmesi, Ödev |
| 5 | Economic aspect of customer relations | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 6 | Components of Customer Relationship Management | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 7 | Relationship types and ways to create customer relationships | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 8 | Mid-Term Exam | Reviewing lecture notes | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Customer acquisition and retention | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 10 | Customer complaints management | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 11 | Customer information and customer pyramid analysis | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 12 | Customer value management | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 13 | Customer Relationship Management measurement approaches | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 14 | Evaluation of Customer Relationship Management technologies and systems | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 15 | Causes of Customer Relationship Management failure | Reviewing lecture notes | Ölçme Yöntemleri: Ödev, Performans Değerlendirmesi |
| 16 | Term Exams | Reviewing lecture notes | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | Reviewing 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 | 1 | 5 | 5 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 7 | 7 |
| Final Exam | 1 | 7 | 7 |
| Total Workload (Hour) | 75 | ||
| Total Workload / 25 (h) | 3,00 | ||
| ECTS | 3 ECTS | ||